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Spa Operations Manager

Boston, MA, United States, Massachusetts, United States

Spa Operations Manager

  • Boston, MA, United States
  • Spa & Fitness Division
  • Full time

The Group

Mandarin Oriental Hotel Group 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 their time and place. The Group regularly receives international recognition and awards for quality management and legendary service hospitality. 

Our Hotel

This position is located at Mandarin Oriental Boston. Holding both the AAA Five Diamond and the Forbes Five-Star awards, Mandarin Oriental, Boston enjoys a coveted location in beautiful Back Bay. With a sophisticated yet relaxed atmosphere, the hotel offers the perfect blend of luxury and style.


The Spa Operations Manager is responsible for the overall operation of the spa and fitness areas including the supervision of staff, labor scheduling, guest relations, inventories, etc. In addition to the oversight of these areas, the Spa Operations Manager will ensure a consistently high standard is maintained and exceeded in direct accordance with our Hotel and Corporate Spa business directives. 

Essential Functions

    • Organize attendant and concierge training
    • Describing treatments from a lay persons perspective
    • Teaching attendants about retail products
    • Teaching how to book Spa packages describing the treatments that are included
    • Review that SOP’s and standards have been met.
    • Ensuring that all accounting procedures are followed. Initiating accounting procedures. Monitor guest charge and recollection
    • Maintaining that all attendants & therapists have the LQE’s fresh and well practiced at all times


    • Overseeing service and appearance of all equipment
    • Be the first point of contact for large groups. Manage the communication with group organizer. Offer competitive proposals. Co-ordinate appointments and update co-ordinator with itineraries. Finalize billing arrangements. On the day of event, be responsible for execution. Co-ordinate with other departments as applicable. i.e. F & B for lunch, hotel concierge for special requests
    • Dealing with dissatisfied or disgruntled guests
    • Spa Operations Manager takes reservations when necessary
    • Assuring that mistakes mentioned are corrected and discuss procedures that were performed correctly
    • Discussing the proper way to close out S&P charges for treatments and products and ensure that S & P emails are handled efficiently
    • Introducing the many aspects of a attendants’ responsibilities that entail being a spa attendant
    • Reviewing the book for the day and the following day to ensure that everything is booked correctly and efficiently for revenue maximization
    • Verify individual spa concierge has complete and accurate financial report at the end of shift
    • Responsible for weekly payroll reports
    • Answering questions from therapists regarding bookings and guest preferences
    • Creating an effective schedule that meets the needs of the spa as well as works around the hours of the colleague’s availability and school. Changes are constant based on the unpredictability of the business. Verify accuracy of input in SpaSoft and room assignments
    • Ensuring all therapists are being booked in the Correct room. Ensuring that the all treatment rooms are used to the maximum potential
    • Calculate Service Charges, tips, retail commission day by day – appointment by appointment. Verify accuracy of guest charges, S & P, A& G & Various hotel packages
    • Follow up on maintenance in Fitness center and treatment room
    • To ensure operational flow, discuss any issues. Follow up on Spa packages, special requests and VIPs. Communicate information to all staff
    • Professional and Retail Inventory, guest supplies and non-product supplies. Ensuring competitive rates
    • Meeting with new vendors
    • Maximize revenue by therapist availability and suite bookings. Oversee room assignments
    • Other duties as assigned

Education and Experience

  • Reading, writing and oral proficiency in the English language.
  • Bachelors Degree highly preferred
  • Must be willing to work a flexible schedule in order to accomplish all major responsibilities and tasks. 
  • Must have mathematical skills, technical aptitude and spa operation knowledge.
  • Must have basic knowledge of computer programs including Excel, Microsoft Word and Microsoft Office administration, payroll systems, Internet applications and PBX/Switchboard
  • Knowledge of specific spa industry applications is desirable, such as SpaSoft.
  • Must have a commitment to follow all local and corporate policies and procedures as they relate to the Spa and hotel.
  • Must have knowledge of current spa trends in the industry
  • Must be able to relate to all levels of management and colleagues.
  • Must have excellent interpersonal and communication skills, able to network with contacts relevant to recruitment of receptionists and business associates in the Spa Industry.
  • Must have technical awareness and knowledge of a wide variety of Spa treatments and products.
  • Must have knowledge of holistic concepts that relate to the well being of all guests in a spa environment.
  • Must be open to learning about treatments and concepts that derive from other cultures.
  • Must have knowledge of leadership techniques.

Working with us means…

We are dedicated to delighting our guests and to delighting our colleagues. We are committed to becoming the best and we emphasize working together to achieve this goal. We support acting with responsibility.

Working with us means working harmoniously, respectfully, passionately, and towards personal growth. Working with us means that you will be personally valued. From the initial interview through the comprehensive orientation to the numerous Learning and Development programmes, we are committed to providing a Mandarin Oriental ‘Colleague Journey’ that exceeds colleague expectations.

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Equal Employer Opportunity statement:

Mandarin Oriental Hotel Group provides equal employment opportunities (EEO) to all colleagues and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Mandarin Oriental Hotel Group complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation, and training.

Mandarin Oriental Hotel Group expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Mandarin Oriental Hotel Group’s colleagues to perform their job duties may result in discipline up to and including discharge.



Closing date: Aug 01, 2021

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