Spa Treatment Manager

Mandarin Oriental Hotel Group (MOHG) 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.

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. Located in Columbus Circle's Deutsche Bank Center, Mandarin Oriental, New York is in an idyllic location just steps away from world-class dining, shopping and entertainment, including the Broadway Theater District, Lincoln Center, Central Park, Jazz at Lincoln Center and the shops of Columbus Circle.

Scope of Position:

The 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

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
• 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. LQA, 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

Engineering:

• Follow up on maintenance issues within the spa and treatment rooms
• Conduct bi-weekly walk through with Director or Assistant Director of engineering

Customer Relations:

• Handling guest complaints in regards to treatments and therapists
• Co-ordinating Lifestyle Guest Consultation with guests where unusual medical circumstances could interfere with Spa treatments chosen

Inventory

• Ensure Stock weekly checks are done for all professional & retail stock
• Ensure purchasing requisitions are submitted weekly for all professional & retail related purchases
• Ensure the end of the month inventory count is completed - stock count of all professional products and all other products used and sold in the spa
• 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
• When requested Carry out Mystery Shops on our local Competitors and complete detailed report

• Conducting interviews with journalists when is 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 Assistant Spa Director
• 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 are able to perform

Manager on Duty

• When needed responsible for the operations of the entire Spa and Fitness and guest interaction
• Review treatments and notes on Spa Soft

Requirements:

1. Previous Spa Manager Level Experience (3+years) is required 
2. Reading, writing and oral proficiency in the English language.
3. Must be willing to work a flexible schedule in order to accomplish all major responsibilities and tasks. 
4. Must work in a safe, prudent and organized manner.
5. Must have mathematical skills, technical aptitude and spa operation knowledge.
6. Must have basic knowledge of computer programs including Excel, Microsoft Word and Microsoft Office Administration, Power Point and Internet applications.
7. Knowledge of specific spa industry applications is desirable, such as spa soft.
8. Must be Licensed Spa Therapists
9. Must have knowledge of current spa trends in the industry
10. Must be able to relate to all levels of management and colleagues.
11. Must have excellent interpersonal and communication skills, able to network with contacts relevant to the Spa.
12. Lead by example and be a mentor for all spa colleagues to follow.
13. Must have technical awareness and knowledge of a wide variety of treatments particularly for the face and body.
14. Must have knowledge of holistic concepts that relate to the well being of all guests in a spa environment.
15. Must be open to learning about treatments and concepts that derive from other cultures.
16. Must have knowledge of leadership techniques.
17. To set a standard at all times in professionalism, appearance and attitude as expected of all spa colleagues.
18. To be adaptable and accountable for all actions.
19. Must be capable of performing presentations and trainings.
20. Must have good delegation skills to effectively have many projects running at the same time.
21. Must understand the current legislation in regards to State laws for therapists.
22. Must have an understanding of human resource policies in the State of New York
23. Consistently strive for a higher level of achievement both personally and professionally  

 Salary: $80,000/Yearly