Spa Concierge

The Group

Mandarin Oriental Hotel Group (MOHG) is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world. Increasingly recognized for creating some of the world’s most sought-after properties, the Group provides 21st century luxury with oriental charm. Above all, Mandarin Oriental is renowned for creating unique hotels through distinctive design and a strong sense of place, luxury hotels right for heir time and place. The Group regularly receives international recognition and awards for quality management and legendary service hospitality.

The Hotel

A stunning fusion of modern design with stylish oriental flair, Mandarin Oriental, New York features 244 elegant guestrooms and suites — all with breath-taking views of Manhattan and Five-Star hospitality. Luxurious amenities include MO Lounge, all-day dining overlooking Central Park and the Manhattan skyline; a 14,500 square-foot Five-Star Mandarin Oriental Spa; and a state-of-the-art fitness center with a 75-foot lap pool. In addition, there is premium meeting and event space, including a 6,000 square-foot pillar-less ballroom with three walls of windows overlooking Central Park. Located in Columbus Circle’s Deutsche Bank Center, Mandarin Oriental, New York is in an idyllic location just steps away from world-class dining, shopping and entertainment, including the Broadway Theater District, Lincoln Center, Central Park, Jazz at Lincoln Center and the shops of Columbus Circle

Strategic Intent

It is the mission and intent of this position that the incumbent will take full responsibility for the tasks that is given to Spa & Fitness facility.

Scope of Position

The Spa Concierge is responsible for, but not limited to booking all spa treatments, explaining services to guests, any POS sales including retail and checking in and checking out all guests in a professional manner.

Duties & Responsibilities

1. Support company’s philosophy and company culture through the use of Pillars of Legendary Quality Experiences on a daily basis to ensure Guest Satisfaction and the achievement of our Mission Statement
2. Support company’s philosophy and company culture through the use of Departmental Legendary Quality Experiences on a daily basis to ensure Guest Satisfaction and the achievement of our Mission Statement.
3. Support company’s philosophy and company culture through the use of Guiding Principles and D.E.L.I.G.H.T. as part of ensuring Guest Satisfaction and the achievement of our Mission Statement
4. Keep work area clean and neat at all times.
5. Must follow all Standards and Procedures as taught by legendary trainers or Spa Supervisor.
6. To ensure that a high standard of service is maintained throughout the Spa.
7. Assist in the operations of all spa departments as required:

                        Front Desk

                        Spa Retail Area

                        Relaxation Area

                        Sluice Area

                        Sales and Marketing

                        Spa Suites

1. To maintain inventory of supplies for the operations of the spa reception
2. Will be expected to assist various demonstrations and events.
3. To maintain a high standard of appearance and personal hygiene as lay down by the Spa Director.
4. Must attend all training courses as deemed necessary, and must adhere to training as set down by the Spa Director.
5. Must have the ability to courteously interact and answer all spa and hotel related questions with guests.
6. Must have good telephone skills and follow MOHG telephone etiquette.
7. To be adaptable and accountable for all actions.
8. Will perform as a professional, with a friendly business attitude and conduct all duties and responsibilities as required by the position, or assigned by the Spa Director.
9. To ensure a warm friendly welcome to all guests at all times. Greets all guests upon their arrival, gives new guests tours of property and offers return guests "re-orientations". Courtesy to guests and other members of staff at all times.
10. Processes incoming and outgoing packages, i.e., FedEx, UPS, etc.
11. Oversees incoming and outgoing guest and spa colleague business-related faxes.
12. To aim to give the guests the best possible service, and make each guest feel important.
13. The interest of each guest is of paramount importance.
14. To show a professional attitude at all times, particularly with regard to punctuality, appearance and general manner.
15. Responsible for all administrative procedures to ensure that the spa is run professionally and in accordance with Health and Safety policy.
16. Ensure that the reception area is tidy, clean and stocked at all times.
17. Ensure the completion of confirmation phone calls for the next business day
18. Print confirmation letters and pull files for the next business day.
19. To communicate all messages promptly and to keep the Manager-On-Duty informed as to any complaints.
20. To organize appointment scheduling to maximize use of time and profitability whilst ensuring that the clients needs are of first importance.
21. To recognize the importance of "sales" in every aspect of their role and be responsible for achieving sales targets as set by the Spa Director.
22. To assist in the smooth flow of the guests journey throughout the day.
23. To receive training to ensure that all-relevant legislation pertaining to the Health and Safety at work Law and Health and Hygiene standards are implemented and monitored within the spa.
24. Must be a team player and assist all spa and hotel colleagues where necessary.
25. Will perform as a professional, with a friendly business attitude and conduct all duties and responsibilities as required by the position, or assigned by the Spa Managers.
26. To perform opening and closing duties.
27. To have a thorough understanding of Spa Soft, all treatments offered in the spa and all retail products.
28. To keep a thorough log on turn-away guests.
29. Prepare gift certificates and make pre-payment arrangements

37.   To attend daily line-ups, weekly and monthly spa meetings.

NOTE: The above is not an all-inclusive list of job duties and responsibilities. Mandarin Oriental, New York reserves the right to add, delete, change or modify the job duties and responsibilities described in this job description at its discretion with notice.

Educational Background

Must possess a good written and verbal command in the English Language and have a thorough knowledge of the spa industry standards.

Additional Core Competencies 

1. Reading, writing and oral proficiency in the English language.
2. Must be self-motivated.
3. Must be flexible and able to work efficiently under pressure.
4. Must work in a safe, prudent and organized manner.
5. Must have mathematical skills, technical aptitude and spa knowledge.
6. Knowledge of specific spa industry applications is desirable, such as Spa Soft.
7. Must have basic knowledge of computer programs including Excel, Microsoft Word and Microsoft Office administration, Internet applications, etc
8. Must have a commitment to follow all local and corporate policies and procedures as they relate to the Spa and hotel.
9. Must have knowledge of current spa trends in the industry
10. Must be able to relate to all levels of management and colleagues.
11. Must have excellent interpersonal and communication skills
12. Must have knowledge of holistic concepts that relate to the well-being of all guests in a spa environment.
13. Must be open to learning about treatments and concepts that derive from other cultures.
14. To set a standard at all times in professionalism, appearance and attitude as expected of all spa colleagues.
15. To be adaptable and accountable for all actions.
16. Consistently strive for a higher level of achievement both personally and professionally
17. Must takes into account levels of service, buying styles, ages and demographics of guests. The ability to up sell services, recommends products, and assures client satisfaction.
18. Must be willing to be proactive, take initiative and be held accountable when dealing with guests.
19. Must be comfortable handling cash, checks, credit cards and be comfortable submitting accounting documentation at the close of shift and be held accountable.

PURPOSE:

Under the guidance of the Spa Director and within the limits of the Mandarin Oriental Policies, ensure that all operational procedures, codes of conduct and standards of appearance set down by the Spa Manager are adhered to by all staff. Help create a happy and motivated team and ensure the smooth running of the spa at all times.

PHYSICAL, COGNITIVE, SOCIAL AND ENVIRONMENTAL REQUIREMENTS

NOTE:            All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

PHYSICAL DEMANDS ANALYSIS

Position:          *   Sitting

*   Standing/walking

*   Stair climbing to access various locations within the hotel

*   Picking up of boxes with salon product retail product, massage beds and toweling.

Repetitions:    *   Sitting: 0 hour per day

*   Standing/walking: 8 hours per day

*   Stair climbing: 2x+ day

*   Squatting/kneeling:  frequently

Sensory:          *   Sight for using computer, doing paper work and observing guest.

                        *   Must be able to climb stairs

Pay: $30.18 to $41.09 Hourly, dependent on IWA.  

It is Company policy to comply with the Americans with Disabilities Act, including by providing reasonable accommodations that do not constitute an undue hardship on the Company.  Employees or applicants should direct requests for accommodation to Director of People and Culture.