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Assistant Spa Operations Manager

Apply now Position: Assistant Spa Operations Manager (Full time #529832)
Property / Office: Mandarin Oriental, Washington DC
Location: Washington, DC, United States

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. 


The Assistant Spa Operations Manager is responsible for, but not limited to, the overall spa, pool and fitness staff functions. The Assistant Spa Operations Manager helps to drive revenue and ensure standards are fulfilled. In addition, the direct functionality of the Assistant Spa Operations Manager is to provide a nurturing environment for the concierge, facilitators, and therapists to allow the colleagues to provide a superior level of service to our guests and maintain all standards by creating unique experiences tailored to the guests needs.

Essential Functions

The Assistant Spa Operations Manager will report directly to the Director of Spa.


  • Identify and coordinate training needs for Spa concierge, spa therapists, and facilitators and organize and implement all trainings.
  • Day-to-day retail product reminders for concierge for guests benefit and to drive retail sales.
  • Review all relevant SOP’s and ensure standards have been met; retrain as needed and monitor to ensure standards are implemented.
  • Train colleagues on complaint resolution.
  • Explain how to handle difficult situations and challenging guests. Provide support and guidance as needed.
  • Maintaining concierge, therapist & facilitators knowledge of LQE’s and that they are always practiced.
  • Assisting Concierge & therapists with SpaSoft questions and obstacles.
  • Roll play scenarios with colleagues to ensure comprehension.
  • Describing treatments from a lay person’s perspective.
  • Ensure all FLHSS&E guidelines are trained and followed throughout the year.


Spa Operations

  • Ensuring that all spa charging procedures are followed. Initiating accounting procedures.
  • Monitor guest charges and reconciliation.
  • Overseeing service and appearance of all equipment.
  • Be responsible for complaint resolutions when necessary.
  • Take reservations and check in guests when necessary.
  • Hold daily line ups.
  • Act as Spa Manager on Duty.
  • Assist with dissatisfied or disgruntled guests
  • Assist in ensuring that mistakes mentioned are corrected and discuss procedures that were performed correctly.
  • Assure that errors in the service delivery process are corrected and praise performance.
  • Responsible for timely documentation and the discipline of the staff members in accordance with progressive discipline procedures outlined in Human Resource Policy & Procedure Guide.
  • Create effective weekly schedules that meet the needs of the spa as a business and taking into consideration colleague’s availability where applicable. Modify according to the changes in business levels.
  • Prepare and discuss annual reviews and goals with therapist, facilitator and concierge team with assistance from Spa Director.
  • Prepare and discuss 90-day reviews with therapist, concierge, and facilitators with assistance from Director of Spa.
  • Ensure that all discounted marketing charges for treatments and products and e-mails are handled efficiently
  • Introducing the many aspects of a concierges’ responsibilities
  • Report staff’s misconduct and/or irresponsibility
  • Reviewing the book for the day and the following day to ensure that everything is booked correctly and efficiently for revenue maximization
  • Reading through and responding to the many essentials e-mails and phone calls regarding spa, meetings, groups, and VIP’s. Verify individual concierge have complete and accurate financial report at the end of shift
  • Follow up and maintenance during MOD shift
  • Take part and contribute when necessary, during monthly spa meeting
  • Attend weekly planning meeting for all spa MODs
  • At least once per month, prepare a written agenda as well as written minutes of the spa meeting. Meeting minutes will be distributed to the Spa management team
  • To ensure operational flow, discuss any issues. Follow up on Spa packages, special requests, and VIPs. Communicate information to all staff
  • Read notes for every appointment and assure that no mistakes have been made. Also assure that appointments are in correct sequence. Maximize revenue by therapist availability and suite bookings
  • Assist with special guests, group bookings and VIP’s
  • Relevant issues, statistics, and planning
  • Conduct regular walkthroughs to ensure that all SOPs and MOD tasks are addressed throughout the Spa



  • Meet with all spa candidates to help select the best available applicant for the position.


Inventory and Purchasing

  • Responsible for taking end of month spa retail and professional inventory with the assistance of the Spa Operations Manager.
  • Bi-monthly product arrival – open and inventory check, i.e., correct counts and broken products.
  • Ensure that product retail display is fully stocked and well presented at all times
  • Stay on top of retail trends and any products that would be aligned with the MO brand.


Project Management

  • Assist with all Spa projects as needed and under the guidance of the Director of Spa and Operations Manager.


Planning and Preparation

  • Review Spasoft reservations to ensure treatment sequence is correctly booked and colleagues have timely breaks.
  • Ensure services are distributed to enhance guest comfort and even and fair load for therapists.
  • Ensure colleague requests for sick days, vacations and personal days are entered in Ascentis.
  • Plan for Human Resources offered trainings as well as Security trainings.
  • Oversee the Spa’s FLHSS&E program, ensuring updates are completed and program runs smoothly. Work in tandem with the Operations Manager and the Director of Spa to ensure compliance in all areas. Hold monthly meetings to assess all areas are current with paperwork, logs, SOP’s, and P&P’s.
  • Together with the Spa Operations Manager, conduct monthly and quarterly inspections as required by Safe & Sound program. Update standards and logs as required.


Mandarin Oriental reserves the right to add, delete, change, or modify the job, duties and responsibilities described in this Job Description, at the company’s discretion, at any time with appropriate notice. 

Education and Experience

  • 2+ years direct management experience; luxury hotel spa managerial experience will be strongly preferred.
  • Demonstrated business acumen and familiarity with spa reports, inventories, staff schedules, spa payroll, financials, etc.
  • Ability to work a flexible schedule including nights, weekends, and holidays.
  • High school diploma or equivalent is required.
  • Bachelor's Degree in Hospitality or related field is preferred.
  • Massage therapy or related field is preferred.
  • Superior 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 favoured.
  • 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.
  • Prior experience leading junior managers/supervisors is required; those with direct related spa/hotel experience will be favoured.

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.

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