Mandarin Oriental, Desaru Coast is looking for a Spa Operations Manager to join our Spa Department.

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, Desaru Coast is a rainforest retreat on Desaru Coast, where jungle meets the sea and Malaysian nature, culture, and connection come alive in a perfect balance of calmness and vibrancy. Experience the enduring legacy of award-winning Kerry Hill Architects, where the spirit of tropical modernism comes to life in Mandarin Oriental, Desaru Coast’s final design. Nestled between rainforest and sea, each suite and villa is a study in quiet luxury, thoughtfully framed by nature and attuned to the rhythm of the land.

About the job

The Spa Operations Manager is responsible for the overall daily operation of the spa, ensuring exceptional guest experiences, efficient business performance, and compliance with brand standards. The role oversees spa operations, team leadership, financial performance, retail sales, treatment quality, hygiene standards, and guest satisfaction while driving revenue and operational excellence.

As Spa Operations Manager you will be responsible for the following duties:

Operational Management

• Oversee the day-to-day operations of the spa, wellness facilities, and related services.
• Ensure all spa treatments and guest services are delivered in accordance with brand standards and SOPs.
• Monitor treatment schedules, therapist productivity, and room utilization.
• Ensure treatment rooms, relaxation areas, and public spaces are maintained in excellent condition.
• Coordinate maintenance requirements to minimize operational disruptions.
• Ensure compliance with health, safety, hygiene, and sanitation regulations.

Guest Experience

• Deliver exceptional and personalized guest experiences.
• Handle guest feedback, concerns, and service recovery professionally.
• Monitor guest satisfaction scores and implement continuous improvement initiatives.
• Build strong relationships with repeat guests and VIP clients.

Financial Management

• Achieve departmental revenue and profitability targets.
• Prepare and monitor annual budgets and monthly forecasts.
• Analyze financial reports, including:
  • Revenue
  • Retail sales
  • Payroll cost
  • Treatment productivity
  • Expenses
• Implement strategies to maximize treatment and retail sales.
• Monitor inventory levels and control operational costs.

Team Leadership

• Recruit, train, coach, and develop spa colleagues.
• Conduct performance evaluations and probation reviews.
• Prepare duty rosters and manage staffing requirements.
• Foster a positive, engaged, and high-performing team culture.
• Ensure colleagues comply with grooming, attendance, and service standards.

Sales & Marketing

• Develop promotions, wellness packages, and seasonal campaigns.
• Collaborate with the Sales & Marketing team to increase spa revenue.
• Promote retail products and treatment upgrades.
• Monitor competitor activities and market trends.

Inventory & Asset Management

• Manage spa inventory, retail products, linens, oils, and treatment supplies.
• Conduct regular stock counts and maintain inventory accuracy.
• Ensure proper storage and minimize wastage.
• Coordinate purchasing according to budget.

Quality Assurance

• Conduct regular service audits and operational inspections.
• Ensure therapists maintain treatment quality and consistency.
• Update and implement Standard Operating Procedures (SOPs).
• Ensure compliance with luxury hospitality and brand standards.

Administration

• Prepare daily, weekly, and monthly operational reports.
• Maintain accurate guest records and treatment histories.
• Monitor booking trends and occupancy.
• Ensure proper documentation of incidents and maintenance requests.

As Spa Operations Manager, we expect from you: 

Educational Background

• Diploma or Bachelor's Degree in Hospitality Management, Spa Management, Business Administration, or a related field.
• Professional spa or wellness certification is an added advantage.Experience with wellness, outdoor recreation, or luxury resort operations is preferred.
• Minimum 5–7 years of experience in luxury spa operations.
• At least 2–3 years in a supervisory or management role.
• Experience in an international luxury hotel or resort is preferred.

Skills

• Strong leadership and people management skills.
• Excellent guest service and interpersonal skills.
• Financial and budget management knowledge.
• Strong understanding of spa treatments, wellness programs, and retail operations.
• Knowledge of health, hygiene, and safety regulations.
• Excellent problem-solving and decision-making abilities.
• Strong communication and presentation skills.
• Proficient in Microsoft Office and spa management/PMS systems.
• Ability to analyze operational and financial reports.

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.

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