Spa Concierge

Mandarin Oriental Sanya is looking for a Spa Concierge to join our Spa team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

MANDARIN ORIENTAL, SANYA

A hidden gem where nature is celebrated, and privacy is assured.

Sanya Mandarin Oriental, Coral Bay is the first hotel of Mandarin Oriental Hotel Group in Chinese mainland. Overlooking the South China Sea and boasting a 1.2‑kilometre stretch of pristine coral beach, it is an exclusive beachfront resort that occupies an entire bay.

Encompassing 12 hectares of hillside seafront land, the hotel seamlessly blends Southeast Asian resort aesthetics with Oriental Zen elements, creating a secluded and tranquil luxury ambience away from the bustle.

While embodying contemporary luxury and Hainan’s distinctive character, the hotel reflects the Group’s Oriental heritage, offering guests a peaceful retreat to unwind and escape the chaos.

About the job

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.

As Spa Concierge, you will be responsible for the following duties:

• Support company’s philosophy and company culture using Pillars of Legendary Quality Experiences daily to ensure Guest Satisfaction and the achievement of our Mission Statement.
• Support company’s philosophy and company culture using Departmental Legendary Quality Experiences daily to ensure Guest Satisfaction and the achievement of our Mission Statement.
• Support company’s philosophy and company culture with Guiding Principles and D.E.L.I.G.H.T. as part of ensuring Guest Satisfaction and the achievement of our Mission Statement

• Always keep work area clean and neat.
• To ensure that a high standard of service is maintained throughout the Spa.
• Assist in the operations of all spa departments as required:

              Reception Desk

               Spa Retail Area

           Relaxation Area

Spa Suites

Report dysfunctional equipment to engineering department and do close follow up. 

• To maintain inventory of supplies for the operations of the spa reception.
• Will be expected to assist various demonstrations and events.
• To maintain a high standard of appearance and personal hygiene as lay down by the Spa Director.
• Must attend all training courses as deemed necessary and must adhere to training as set down by the Spa Director.
• Must have the ability to courteously interact and answer all spa and hotel related questions with guests.
• Must have good telephone skills and follow MOHG telephone etiquette
• To be adaptable and accountable for all actions.
• 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.
• To always ensure a warm friendly welcome to all guests. Greets all guests upon their arrival, gives new guests tours of Spa and offers return guests "re-orientations".
• Courtesy to guests and other members of staff always.
• Processes incoming and outgoing mails & packages.
• To aim to give the guests the best possible service and make each guest feel important.
• The interest of each guest is of paramount importance.
• To always show a professional attitude, particularly regarding punctuality, appearance and general manner.
• Responsible for all administrative procedures to ensure that the spa is run professionally and in   accordance with Health and Safety policy.
• Ensure that the reception area is tidy, clean and stocked always.
• Print confirmation letters and pull files for the next business day.
• To communicate all messages promptly and to keep the Manager-On-Duty(MOD) informed as to any complaints.
• To organize appointment scheduling to maximize use of time and profitability whilst ensuring that the guest needs are of first importance.
• 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.
• To assist in the smooth flow of the guests’ journey throughout the day.
• 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.
• Must be a team player and assist all spa and hotel colleagues where necessary.
• To perform opening and closing duties.
• To have a thorough understanding of Spa Soft, all treatments offered in the spa and all retail products.
• To keep a thorough log on turn-away guests.
• Prepare gift certificates and make pre-payment arrangements.
• To attend daily briefing, weekly and monthly spa meetings.
• 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 Operations Manag

As Spa Concierge, we expect from you:

1. Reading, writing and oral proficiency in the English language

2. Must be willing to work a flexible schedule in order to accomplish all major responsibilities and tasks

3. Must be self-motivated

4. Must be flexible and able to work efficiently under pressure

5. Must work in a safe, prudent and organized manner

6. Must have mathematical skills, technical aptitude and spa knowledge

7. Knowledge of specific spa industry applications is desirable, such as spa soft

8. Must have basic knowledge of computer programs including Excel, Microsoft Word and Microsoft Office administration, Internet applications, PBX/Switchboard and Springer Miller

9. Must have a commitment to follow all local and corporate policies and procedures as they relate to the Spa and hotel

10. Must have knowledge of current spa trends in the industry

11. Must be able to relate to all levels of management and colleagues

12. Must have excellent interpersonal and communication skills

13. Must have knowledge of holistic concepts that relate to the well-being of all guests in a spa environment

14. Must be open to learning about treatments and concepts that derive from other cultures

15. To always set a standard in professionalism, appearance and attitude as expected of all spa colleagues

16. To be adaptable and accountable for all actions

17. Consistently strive for a higher level of achievement both personally and professionally

18. Must consider levels of service, buying styles, ages and demographics of guests. The ability to up sell services, recommends products, and assures client satisfaction

19. Must be willing to be proactive, take initiative and be held accountable when dealing with guests.

20. Must be comfortable handling cash, checks, credit cards and be comfortable submitting accounting documentation at the close of shift and be held accountable

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.

ocal benefits

• A competitive salary and benefits packages
• Annual Leave and Public Holidays
• Social Insurances and Housing Fund
• Free accommodation and meals

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