Spa Operations Manager

About the job

Based at Mandarin Oriental,
Hangzhou, the Spa Operations Manager plays a key role in the successful
pre-opening and ongoing operation of the Spa. Reporting directly to the Director
of Spa, Wellness & Leisure, the Spa Operations Manager is responsible
for supporting the overall management of the Spa team and ensuring the delivery
of exceptional guest experiences in line with Mandarin Oriental standards.
During the pre-opening phase, the role will support operational planning,
facility setup, colleague recruitment and training, SOP implementation,
and readiness activities. After opening, the Spa Operations Manager will oversee
all operating aspects of the Spa, maintain the highest levels of service
excellence, and ensure compliance with established brand, operational, health
and safety standards.

As Spa Operations Manager, you will
be responsible for the following duties:

• Responsible
  for the day-to-day operation of the Spa and supporting Wellness & Leisure
  activities.
• Review treatments and notes on SpaSoft.
• Coordinate
  scheduling of duty rosters, annual leave and bank holidays for all
  colleagues.
• Responsible for driving retail sales performance
  and ensuring that all sales are recorded accurately.
• Daily briefings
  with spa team.
• Monthly meetings with all Spa colleagues. A written
  agenda must be prepared and Spa Operations Manager will ensure written minutes
  are distributed to all spa colleagues and People & Culture following
  the meeting.
• Ensure purchasing requests are submitted once per month
  or once every three months for all professional products.
• Ensuring
  that all accounting procedures are followed.
  
  Initiating accounting procedures. Monitor guest charges and ensure timely
  collection of outstanding balances.
• Ensure KPIs are updated at the end
  of each month.
• Ensure the monthly training calendar is maintained
  and completed.
• Continuous retail training for the entire team.

• It is part of your role to understand and comply with all
  corporate and hotel policies and standard operating procedures.
• Ensure
  compliance with all Mandarin Oriental policies, procedures, LQE, MOQA and Forbes
  standards.

• Hold monthly meetings with all colleagues
  to assure they have a forum to voice any concerns or challenges and share
  departmental and hotel information.

As Spa Operations
Manager, we expect from you:

• Diploma or Degree
  in Hospitality Management, Spa Management, Business Administration or related
  discipline.
• Minimum 5 years’ experience in luxury hotel or luxury spa
  operations.
• Previous supervisory or management experience within Spa
  operations.
• Strong leadership and people management skills.


• Excellent knowledge of spa treatments, wellness concepts and retail
  operations.
• Strong communication and interpersonal skills.


• Good financial acumen and understanding of budgeting and cost control.


• Fluent English communication skills; Mandarin language skills
  are preferred.

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.
• Retirement Plans.
  
  When you show commitment to us, we reciprocate. We offer different retirement
  plans depending on the length of your service and your role.

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