Spa Treatment Manager

Mandarin Oriental New York is looking for a Spa Treatment Manager to join our Spa and Wellness 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 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, 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.

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.

About the job

Based at the Mandarin Oriental within the Spa and Wellness Department in New York City, the Spa Treatment Manager is responsible for, but not limited to, the spa therapists and functions.  In addition, the direct functionality of the Treatment Manager is to maintain high levels of service and all training aspects of the Spa treatments and products.  While at the same time ensuring levels of service are compliant with the standards outlined by the Group Spa division. The Spa Treatment Manager reports to the Director of Spa and Wellness.

As Spa Treatment Manager, you will responsible for the following duties:

Training

• Conduct induction trainings for new therapists within the spa

Conduct treatment training of Mandarin Oriental Signature Spa therapies

• Signing off the spa monthly training calendar

Ensure Treatment Supervisor are kept up to date with the treatment knowledge/ treatment changes

• Refresher training for all therapists to ensure comfort in the treatment descriptions to guests
• Ensure all MOHG signature training /AA training is conducted on a regular basis
• Review that Sop’s have been taught and ensure that standards have been met.
• Regularly training on the spa Sop’s with all spa staff
• Keep your own knowledge in line with the industry
• Continual Retail training for the entire team.
• Organize mystery shops to help increase quality standards and scores, i.e. LRA, Forbes

Spa Operations

• Therapist needs, Telephone calls, Reception desk, Guest complaints
• Complete Spa and Fitness tour to review standards, procedures and operational status
• Coordinate scheduling of Therapists

Review treatment rooms which include: Treatment Trolley, closets upkeep Millwork, linens, treatment beds equipment upkeep on a daily basis to ensure all standards are met.

• Responsible for motivating retail sales and ensure that all sales are recorded accurately

Reading through & responding to the many essentials emails that deal regarding Spa, meetings, groups, and VIP’s

• Replying to guest, vendor, sales and colleagues emails
• Professional treatment room inventory checks
• Professional product inventory checks
• Accountable for all professional stock in the spa

Ensuring all therapists are being booked in the correct room. Ensuring that the treatment rooms are used to the maximum potential

• Keeping track of the and training hours of the therapists

Frequent checks of equipment and facilities to ensure safety and prevent loss of equipment due to negligence of wear and tear.

Departmental Meetings

• Daily briefings with therapist team to prep for day

• Weekly meetings with Spa Director

• Attend weekly meeting with Spa Director and Assistant Spa Director
• Quarterly therapist meetings. This meeting will address policies, procedures, scheduling and any concerns that the team members have regarding the spa operations.
• Attend weekly hotel Operations meetings when the Spa Director or Assistant Spa Director are not on the property

Human Resources

• Interview and trade test for all prospective therapists for the spa

Finance

• Review the spa treatment turn away reports regularly to ensure the maximization of therapist time and that all financial objectives are being met
• Assist Spa Director with compilation of yearly budget
• Assist with submission of Capex requests
• Oversee monthly incentives for the Spa Therapists
• Work with Spa Director and vendors to create exciting incentive programs for the team
• Check daily figures to keep on top of the spa revenue

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.

As Spa Treatment Manager, we expect from you: 

Previous Spa Manager Level Experience (3+years) is required  Reading, writing and oral proficiency in the English language. Must be willing to work a flexible schedule in order to accomplish all major responsibilities and tasks.  Must work in a safe, prudent and organized manner. 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, Power Point and Internet applications. Knowledge of specific spa industry applications is desirable, such as spa soft. Must be Licensed Spa Therapists 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 the Spa. Lead by example and be a mentor for all spa colleagues to follow. Must have technical awareness and knowledge of a wide variety of treatments particularly for the face and body. 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. To set a standard at all times in professionalism, appearance and attitude as expected of all spa colleagues. To be adaptable and accountable for all actions. Must be capable of performing presentations and trainings. Must have good delegation skills to effectively have many projects running at the same time. Must understand the current legislation in regards to State laws for therapists. Must have an understanding of human resource policies in the State of New York Consistently strive for a higher level of achievement both personally and professionally  

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.

Salary and Benefits:

•  Salary $ 80,000 - $85,000 yearly
• A competitive benefits package, including health, dental and vision, 401(K), etc

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. Colleagues or candidates should direct requests for accommodation to the Director of People and Culture.

We’re Fans. Are you?