Treatment Supervisor

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.

We’re Fans. Are you?