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Apply now Position: SPA CONCIERGE SUPERVISOR / ASS. SPA MANAGER (Full time #529856)
Property / Office: Mandarin Oriental, Milan
Location: Milan, Italy

Mandarin Oriental Hotel 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 Hotel:

Ideally located on the charming Via Andegari, Mandarin Oriental, Milan is a stylish and intimate hotel, featuring 104 guestrooms, including 36 beautifully appointed suites. Set in the heart of the city, only steps away from the world-renowned La Scala opera house, it inhabits four elegant 18th Century buildings in Milan's most prestigious district. The hotel features a fine-dining restaurant, Seta and a bar-bistro, Mandarin Bar + Bistrot where an eclectic choice of contemporary cuisine and cocktails are offered in chic surroundings. The Spa at Mandarin Oriental, Milan is the city's most comprehensive, offering a holistic approach to rejuvenation and relaxation in tranquil, meditative surroundings that feature indoor swimming pool and six private treatment rooms. In addition, the hotel has two versatile function rooms that benefit from natural daylight.

Strategic Intent

The Spa Concierge Supervisor will assist the Director of Spa & Wellness in leading the business operation of the Spa, Pool and Fitness facilities, ensuring the successful service delivery of Mandarin Oriental standards and uphold its world renowned reputation of a leader in the luxury Spa experience.

Organizational Structure

The Spa Concierge Supervisor will report to the Director of Spa & Wellness and oversees all aspects of the Spa, Pool and Fitness facilities.

Duties and Supporting Responsibilities

General job duties:

  • Coordinate the organization and administrative functions in the Spa Division. Ensure that all Spa reports and data are submitted on time to the relevant corporate and hotel offices.
  • Ensure total compliance with standards of operation and LQE standards of service at all times throughout division.
  • Ensure that staffing is maintained at an appropriate level to match business demand.
  • Participate in all regular and ad hoc operational meetings as required.
  • Participate in the formulation of strategic business plans for the hotel.
  • Assist in leading the Spa operation in the commitment to follow all local and corporate policies and procedures as they relate to the Spa and hotel.
  • Assist in establishing monthly reporting system to monitor; Key Performance Indicators, operational expenses, project updates, LQE activities and other related tasks.
  • Handles all guest complaints expeditiously to complete resolution.
  • Manage projects and any other reasonable duties as required by hotel management.  
  • Oversee fitness center and pool facilities to ensure compliance with MOHG standards.
  • Provide direction and supervision to the Spa Boutique; create awareness and emphasis on retail and product offerings of the Spa.

In the discipline of human resources, job duties shall include:

  • Oversee Spa staffing.
  • Oversee staff performance of all Spa colleagues.
  • Complete ownership for the ongoing training requirements in the division.
  • Lead by example and be a mentor for all spa colleagues to follow.
  • Ensure all colleagues participate in training for treatment & facial protocols in compliance with MOHG Corporate Spa directives.

In the discipline of finance, job duties shall include:

  • Closely monitors on a daily, weekly and monthly basis the financial performance of the Spa operation providing solutions to improve problem areas and assisting in implementing corrective measures.
  • Assist when required in the preparation of the annual budget and marketing plan, taking ownership for the Spa Division.
  • Assist in providing monthly forecast of all Spa revenues and expenses for the next three months.
  • Ensure operations meet all relevant and established MOHG Audit requirements.

In the discipline of information technologies, job duties shall include:

  • Work with the IT department to ensure that all hardware is operational and updated.
  • Annual maintenance of the contingency systems that support IT&T equipment and systems.

In the discipline of public relations/sales & marketing, job duties shall include:

  • Participates in public relations activities or other promotional activities designed at enhancing the image and profitability of the Spa department of the hotel.
  • Works with Sales and Public Relations to manage the roll out of the annual promotional schedule and to create additional programs or promotions to improve the profitability and image of the Spa operation.
  • Monitors and analyses the competitor operations in order to assess their activities and trends and to ensure top level performance in the Spa industry.
  • Review and analyze market trends globally and locally in order to keep up to date in our own operation.
  • Work closely with Engineering to oversee maintenance of all Spa areas as required.
  • To ensure that the safety levels required in the pool operation are adhered to at all times.
  • Consistently strive for a higher level of achievement both personally and professionally.



  • Minimum 2 years of experience in a luxury hotel spa.
  • Strong technical aptitude and knowledge of spa operations.
  • Demonstrated superior knowledge and command of spa product lines and treatment protocols.
  • Knowledge of specific spa industry applications and operating systems (such as Spasoft).
  • 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 .
  • Reading, writing and oral proficiency in both Italian and English languages.
  • Must be willing to work a flexible schedule in order to accomplish all major responsibilities and tasks. 
  • Self-motivated.
  • Computer literacy to include: Excel, Microsoft Word, Power Point, Microsoft Outlook.
  • Must possess ability to coordinate multiple tasks with accuracy and ease.
  • Must possess strong organizational skills.
  • Excellent communication skills both written/verbal.
  • Problem solver.
  • Possess high degree of stamina, agility and flexibility.


  • Prior retail experience preferred.
  • Prior operational experience as a therapist and/or esthetician preferred.

Each of the items listed is considered an essential function of the position.  However, the duties, responsibilities and requirements presented in this job description are intended to be broad based and high level and should not be construed as an exhaustive list of all roles or responsibilities for the position.  The Company reserves the right to alter the duties and responsibilities of the position.

Advertised: W. Europe Daylight Time
Applications close: W. Europe Daylight Time

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