Spa Supervisor

Mandarin Oriental Muscat is looking for a Spa Supervisor 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 recognized 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 Muscat

Situated in a prime beachfront location, Mandarin Oriental, Muscat is a chic urban resort that offers 150 stylishly appointed guestrooms and suites, five restaurants and bars, a lush Spa at Mandarin Oriental, and an outdoor swimming pool. The hotel features a one-of-a-kind ballroom boasting spectacular views of the Arabian Sea as well as a variety of banquet and meeting spaces to accommodate social and business events.

For those seeking a luxury living experience in one of Muscat’s most desirable districts, an exclusive collection of 155 Residences at Mandarin Oriental combine the Group’s legendary service, world-class amenities and sweeping sea or mountain views.

Responsibilities

• Support company’s philosophy and company culture through the use of Pillars of Legendary Quality Experiences & Forbes on a daily basis to ensure Guest Satisfaction and the achievement of our Mission Statement
• 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.
• Performing as all spa & wellness treatments to guests in a professional and pleasant manner.
• 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 Manager.

Training

• Conduct regular refresher trainings for all spa therapists.
• Ensure all Spa Therapists are kept up to date with treatment knowledge and any changes that are made.
• Assist with all suppliers’ trainings i.e MOHG signature therapies. Aromatherapy Associates and Biologique Recherche & Maison D Asa
• Create in liaison with the Spa Manager an education program for Hotel Colleagues in order to create an awareness within the hotel
• Complete treatment log and update on a monthly basis following the monthly trainings.
• Create monthly training plan in liaison with the Manager
• Update monthly training plans and Departmental Learning Check Lists on monthly basis
• Conduct product knowledge (module 4) for all Spa Concierge and Spa Attendants
• Complete Group Spa Training and on the job training with Spa Team.
• Complete the Hotel Train the Trainer Course
• Conduct Induction trainings for Modules 3, 4-15 including all treatments, Massage Face, Wraps, Treatment Additions and New Life
• Conduct SOP training with therapists to ensure consistency within the spa treatments team
• Create & Amend SOPs as required in the current operations.

Sales and Marketing

• Develop New Promotions in liaison with the Spa Manager
• Update the Therapist Team with new Spa promotions
• Conduct press interviews as and when necessary

People & Culture

• Conduct therapist reviews in conjunction with the Spa Manager
• Trades test prospective therapists’ candidates
• At the end of the Hotel Orientation Day Spa Supervisor will visit the Hotel Orientation and have a brief meeting with the staff members and pass them spa colleague manual and uniform and training plan for the coming weeks
• Attend regular job fairs regarding employment
• Conduct regular one to ones with all therapists

Operation

• Review Treatment room checklists to ensure that they are being completed and up to date.
• Coordinate therapist treatments to accommodate guests who may have contra-indications and the spa treatment may need to be altered
• Check the visual book to ensure all treatments are in line with therapists allocations
• Create therapists rotas and implement into Spa soft on a monthly basis
• Oversee back of house operations including:  treatment rooms and preparation room
• Conduct room checks: trolley, closets, room and equipment maintenance
• Update therapists task lists
• Update therapists’ monthly jobs and ensure that they are being carried out and checked correctly
• Report any maintenance issues in the treatment rooms or to do with treatment equipment.
• Review Engineering requests have been dealt with on a daily bases and the Spa is in good working order

Manager on Duty

The Spa Supervisor will be on MOD duty approximately 15 days per month. During this time they will:

• Review daily bookings for treatments
• Conduct hourly walkthroughs of entire spa to review operational status of the spa
• Discipline staff as and when is necessary following the progressive disciplinary procedures outlined in the P&C Manual
• Review and complete MOD checklist
• Conduct daily briefings & Attend weekly MOD meeting

Customer Relations

• Assist with guest complaints
• Handling of guest complaints in regards to therapists
• Attend monthly planning meeting with Spa Manager to review past months training plan, therapist performance, training checklist log and to review next months training plan.

Meetings

• Be a part of the monthly spa staff meeting
• Write up departmental meeting minutes and update all on any issues that may arise
• Conduct therapist meeting in liaison with Treatment Manager to address: SOPS, treatments, training plan, scheduling and concerns of team members
• To attend the hotels operations meeting when required
• Conduct every three months a one on one individual meeting with the therapists to check on the therapists challenges and aspirations

Inventory

• Complete purchase requisitions for professional stocks monthly to ensure there is always sufficient stock to complete all services as per the SOP.
• Stock count all stock for all professional products used in the spa twice per month
• Ensure that all stocks are placed into storage and a stock rotation system is implemented
• Assist Spa Manager in evaluating current products and new product lines for professional use.

Reports

• Revision & Completion of the KPI (Statistics & Forecast report) report on a monthly basis
• Update the therapist incentive & tips submission on last day of each month. Ensure submissions are complete.
• Motivating the therapists team

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.
• Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.