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 Makati is an upcoming 5-star luxury hotel set within the lush Ayala Triangle Gardens, at the prestigious corner of Paseo de Roxas and Makati Avenue. Scheduled to open in 2026, this landmark development will feature 275 elegantly appointed guestrooms and suites, offering a refined blend of contemporary design and timeless sophistication. Guests will enjoy an exceptional array of world-class amenities, including a curated selection of restaurants, a stylish bar, a serene pool area, and the brand’s signature spa. Designed to be a sanctuary in the heart of the city, the hotel promises an elevated experience for both leisure and business travelers seeking comfort, excellence, and distinction in Manila.

The Role

The Treatment Supervisor supports the Treatment Manager and Spa Leadership Team in delivering exceptional wellness experiences that exceed guest expectations in line with Mandarin Oriental's Legendary Quality Experiences (LQE), MOQA standards, and Spa & Wellness brand standards. This role is responsible for supervising the daily operations of the treatment team, ensuring service excellence, treatment consistency, operational efficiency, colleague development, and revenue optimization while fostering a culture of luxury, wellness, craftsmanship, and continuous improvement.

Key Responsibilities

Operational Excellence

• Support the Director of Spa & Wellness in implementing and maintaining LQE, MOQA, and Spa & Wellness standards across all guest touchpoints.
• Ensure all treatments are delivered consistently and professionally in accordance with approved treatment protocols and brand standards.
• Monitor guest satisfaction throughout the spa journey and take immediate corrective action when required.
• Proactively handle guest feedback, concerns, and special requests, ensuring timely resolution and effective communication.
• Conduct daily briefings with therapists and communicate operational priorities, wellness initiatives, promotions, and service expectations.
• Oversee treatment room allocation, therapist assignments, and operational flow to maximize efficiency and productivity.
• Ensure treatment rooms, wellness facilities, equipment, linens, amenities, and supplies are maintained to the highest standards.
• Monitor treatment schedules and room utilization to optimize revenue opportunities and guest satisfaction.
• Maintain strict compliance with hygiene, sanitation, health, safety, and operational procedures.
• Uphold Mandarin Oriental grooming and presentation standards, maintaining a professional image at all times.
• Promote the Total Training Concept and support continuous learning and development initiatives.
• Maintain effective communication within the Spa & Wellness Department and with all other hotel departments.
• Support colleague engagement, wellbeing, and a positive team culture.

Quality Assurance & Treatment Standards

• Conduct regular treatment observations and quality checks to ensure consistency and adherence to Mandarin Oriental Spa standards.
• Monitor therapist performance and provide coaching to enhance treatment delivery and guest engagement.
• Ensure guest consultation forms, treatment records, and operational documentation are completed accurately and confidentially.
• Support the implementation of new treatments, wellness offerings, and brand initiatives.
• Ensure all treatment equipment is functioning correctly and report maintenance issues promptly.
• Assist in preparing for internal audits, quality assessments, and Forbes or LQA evaluations where applicable.

Sales and Revenue Generation

• Drive treatment and retail sales through product knowledge, effective recommendations, and personalized guest interactions.
• Support the achievement of departmental revenue, productivity, and retail targets.
• Promote wellness programs, memberships, treatments, and retail products to maximize guest engagement and revenue opportunities.
• Maintain strong knowledge of all hotel facilities, services, and experiences to support cross-selling opportunities.
• Collaborate with the Director of Spa & Wellness on promotional activities and revenue-generating initiatives.
• Monitor retail presentation and stock availability to ensure brand standards are maintained.

Administrative and Periodic Duties

• Assist in preparing therapist schedules and duty rosters in line with operational requirements and business levels.
• Monitor therapist productivity, treatment room utilization, and operational performance.
• Conduct regular inventory counts and assist in controlling stock levels for professional and retail products.
• Ensure adequate supplies, linens, amenities, and operational materials are available to support daily operations.
• Report and follow up on maintenance issues to ensure operational efficiency and service excellence.
• Maintain attendance records and operational reports as required.

People Development

• Support the recruitment, onboarding, orientation, and training of Spa & Wellness colleagues.
• Conduct on-the-job coaching and skills assessments to maintain high treatment standards.
• Identify training needs and development opportunities for therapists.
• Foster a culture of teamwork, accountability, respect, and continuous improvement.
• Support performance review discussions and colleague development plans.
• Lead by example as a role model and ambassador of Mandarin Oriental's service philosophy.

Additional Responsibilities

• Support operations across all Spa & Wellness areas as required, including Treatment, Fitness Centre, Wellness Facilities, Spa Reception, Retail, Relaxation Areas, and Pool operations, ensuring seamless guest experiences and operational excellence.
• Act as the primary operational contact for daily treatment operations in the absence of the Director of Spa & Wellness.
• Support VIP arrivals, special wellness programs, group bookings, and bespoke guest experiences.
• Assist in organizing wellness events, workshops, promotional activities, and departmental initiatives.
• Manage guest correspondence and ensure prompt follow-up on requests and feedback.
• Perform opening and closing duties as required.
• Support departmental audits, inspections, and compliance processes.
• Demonstrate flexibility in assisting across all Spa & Wellness functions to meet operational requirements and business needs.
• Carry out any additional responsibilities as assigned by the Director of Spa & Wellness.

Qualifications & Experience

• Diploma or Degree in Spa Management, Wellness, Hospitality Management, Beauty Therapy, or a related field preferred.
• Professional certification in Massage Therapy, Beauty Therapy, Wellness Therapy, or a related discipline.
• Must possess a valid TESDA National Certificate (NC II) in Massage Therapy and a DOH Licensed Massage Therapist (LMT) Certificate in accordance with local regulatory requirements.
• Minimum 3 years of experience in a luxury spa or wellness environment, including at least 1 year in a supervisory or senior therapist role.
• Strong knowledge of spa operations, treatment delivery, wellness services, and luxury guest service standards.
• Proven leadership, coaching, communication, and interpersonal skills.
• Ability to drive treatment and retail sales while maintaining exceptional guest experiences.
• Proficient in spa management systems and Microsoft Office applications.
• Professional grooming and presentation aligned with Mandarin Oriental standards.
• Flexible to work shifts, weekends, and public holidays.
• Fluent in English; additional language skills are an advantage.

Why Join Us?

Mandarin Oriental offers a world-class environment where your expertise, creativity, and leadership will shape the legacy of our return to Manila. You will be part of a dynamic preopening team committed to excellence, innovation, and authentic Asian hospitality.

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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