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Spa Treatments Manager

Washington, DC, United States, Washington, United States

Spa Treatments Manager

  • Washington, DC, United States
  • Spa & Fitness Division
  • Full time

The Group

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world’s most luxurious hotels, resorts and residences. Having grown from its Asian roots into a global brand, the Group now operates over 30 hotels and residences in 20 countries and territories, with each property reflecting the Group’s oriental heritage and unique sense of place. Mandarin Oriental has a strong pipeline of hotels and residences under development and is a member of the Jardine Matheson Group. 

Our Hotel

Set at the heart of the US capital between Maine and Maryland Avenues and 12th and 14th Streets, SW, Mandarin Oriental, Washington DC has redefined luxury in the city. Just streets away from the nation’s most revered monuments and the Smithsonian Institution, the hotel is also within easy reach of Capitol Hill and the seat of power.

Overview of Position

The Spa Treatments Manager is responsible for, but not limited to, the spa therapists and concierge functions.  In addition, the direct functionality of the Spa Treatments Manager is to maintain high levels of service and all training aspects of the Spa treatments, products and reservation process.  While at the same time ensuring levels of service are compliant with the standards outlined by the Group Spa division. The Spa Treatments Manager will report directly to the Director of Spa. 

Essential functions


  • Conduct induction trainings for new therapists and concierge within the spa
  • Conduct treatment training of Mandarin Oriental Signature Spa therapies, Oriental Harmony and Spa Journeys to therapists and concierge
  • Signing off the spa monthly training calendar
  • Ensure Lead Therapists are kept up to date with the treatment knowledge/ treatment changes
  • Refresher training for all therapists and concierge 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 are met.
  • Regularly training on the spa Sop’s with all spa staff
  • Keep your own knowledge in line with the industry
  • Review Departmental Learning Checklists for therapists and concierge are in order and training hours are tracked.
  • Consistent retail training for the entire team.
  • Organize mystery shops to help increase quality standards and scores, i.e. LRA, MOQA, LQE’s

Spa Operations

  • Guest complaints, therapist and concierge needs, telephone calls, reception desk
  • Complete Spa and Fitness tour to review standards, procedures and operational status
  • Coordinate scheduling annual leave and bank holiday entitlement for therapists
  • Review treatment rooms which include treatment trolley, closets upkeep Millwork, linens, treatment beds daily equipment upkeep to ensure all standards are met.
  • Responsible for motivating retail sales and ensure that all sales are recorded accurately
  • Will be responsible for timely documentation and the discipline of the staff members in accordance with progressive discipline procedures outlined in Human Resource Policy & Procedure Guide
  • Reading through emails regarding Spa, meetings, groups, and VIP’s
  • Replying to guest, vendor, sales and colleague’s emails
  • Professional treatment room inventory checks
  • Professional product inventory checks
  • Accountable for all professional stock in the spa
  • Ensuring that the treatment rooms are used to the maximum potential
  • Keeping track of 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.
  • Spa concierge oversight
  • Responsible for spa reservations and online booking process

Complete daily MOD walk through checklist.

Departmental Meetings

  • Daily briefings with therapist and concierge team
  • Weekly meetings with Spa Director
  • Attend weekly meeting with Spa Director and Operations Manager
  • Monthly therapist meetings. This meeting will address policies, procedures, scheduling and any concerns that the team members have regarding the spa operations. A written agenda must be prepared, and the Spa Treatment & Assistant Operations Manager will ensure written minutes are distributed to all spa staff and human resources following the meeting.
  • Attend monthly colleague meetings and during this time it will be necessary to prepare a presentation for the monthly meeting for all spa staff
  • Attend weekly Operations meetings when the Spa Director is not on the property
  • Attend weekly meeting with Hotel General Manager

Human Resources

  • Conduct therapist annual reviews, probations, appraisals, and midyear discussions in conjunction with the Spa Operations Manager
  • Assist with weekly payroll
  • Responsible for timely documentation and the discipline of staff members in accordance with progressive discipline procedures outlined in Human Resources Policy & procedure guide.
  • Interview and provide practical training with all prospective therapists for the spa
  • Develop Spa Therapist and concierge promotion and career progression
  • Manage Time and Attendance of all therapists and Spa Concierge weekly
  • Ensure that all welcome packs are prepared for new therapist colleagues.


  • Ensure that the KPIs are up to date and review these at the end of each month.
  • Review inventory counts for the spa and sign off these accordingly.
  • 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
  • Complete monthly statistic reports. Submit to accounts at the end of each month and to Hong Kong on the 15th of each month
  • Calculate tips, retail commission day by day – appointment by appointment.
  • Submit Capex requests yearly and work through them making sure all requests have been carried out
  • Oversee monthly incentives for the Spa Therapists and concierge
  • Work with Spa Director and vendors to create exciting incentive programs for the team
  • Ensure all Professional invoices are accounted for and paid.
  • Check daily figures to keep on top of the spa revenue


  • Follow up on maintenance issues within the spa and treatment rooms
  • Conduct weekly walk through with chief engineer

Customer Relations

  • Handling guest complaints regarding treatments, therapists, and concierge
  • Co-ordinating Lifestyle Guest Consultation with guests where unusual medical circumstances could interfere with Spa treatments chosen


  • Ensure Stock checks are done twice per month for all professional stock
  • Ensure purchasing is submitted once per month for all professional related purchases
  • Ensure the end of the month inventory is completed– stock count of all professional products and all retail products used and sold in the spa
  • Ensure inventory is completed and transferred to the Spa holding stock
  • Assist in the evaluation of current products and new product lines for professional and retail use

New Treatment development

  • Conduct quarterly reviews of the treatments and product sales for the spa and evaluate these to see if any change is necessary
  • Responsible for the development of new treatments
  • Responsible to test and evaluate new product lines with the Spa Director

Sales and Marketing

  • Liaise with the PR department on Journalist bookings
  • Carry out Mystery Shops on our local Competitors and complete detailed report
  • Responsible for attending selected sales calls as and when is required
  • Conducting interviews with journalists when required
  • Assist Spa Director in the development of the new Sales and Marketing Plan and Event Planner
  • Develop Spa promotional plan in liaising with Spa Director and Operations Manager
  • Work on any brochure changes and update website as and when new promotions or changes take place

Planning and preparation

  • Ensure there is an easy to read, log of treatments that all therapists can perform
  • Monthly training plans to be sent to GST at the beginning of each month

Manager on Duty

  • Responsible for the operations of the entire Spa and Fitness and guest interaction
  • Review treatments and notes in Spa Soft

Events and Presentations

  • Attend regular industry job fairs and local events regarding spa employment
  • Off-site marketing and education


  • 2+ years of experience in a treatment manager/ spa operations role at a hotel spa or spa
  • Luxury Hotel experience strong preferred
  • Strong technical aptitude and knowledge of spa therapies
  • Prior experience leading junior managers/supervisors is required; those with direct related spa/hotel experience will be favored.
  • Fluent in English
  • Demonstrate superior knowledge and command of spa product lines and treatment protocols
  • Must understand the current legislation and licensure with regards to State laws for therapists
  • Must be willing to work flexible schedule including nights, weekends, and holidays
  • Computer literacy to include Microsoft outlook, Word, and Excel.
  • Good knowledge of safety and hygienical standards, rules and processes in a spa environment.
  • Computer skills are required; candidates must possess prior experience with Microsoft Office, Word, Excel, Power Point, MICROS, Spa Soft and other Spa booking software expertise is strongly favored.
  • Excellent communication and presentation skills required; must be fluent in English (both written and verbal).
  • Must possess direct customer service experience; superior guest resolution and service recovery skills are required.


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 programs, 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.

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