Spa Operations Supervisor

Job Description

Mandarin Oriental Muscat 

Situated in a prime beachfront location, Mandarin Oriental, Muscat is a chic urban resort that offers 150 stylishly appointed guestrooms and suites, five restaurants and bars, a lush Spa at Mandarin Oriental, and an outdoor swimming pool. The hotel features a one-of-a-kind ballroom boasting spectacular views of the Arabian Sea as well as a variety of banquet and meeting spaces to accommodate social and business events. 

For those seeking a luxury living experience in one of Muscat’s most desirable districts, an exclusive collection of 155 Residences at Mandarin Oriental combines the Group’s legendary service, world-class amenities and sweeping sea or mountain views. We are looking for new fans who are interested and would enjoy being a part of the Mandarin Oriental Muscat opening team.

Scope of Position

The Spa Operations Supervisor oversees Spa’s day-to-day operation according to Mandarin Oriental quality standards and protocols while maintaining relations of quality, service, guest experience and discretion, fully focused towards guest delight.

Responsibilities

· Supervise the team of Spa Attendants to include their on and off the job training, daily attendance, grooming, coaching, appraisals and personal development plans and ensure that a high standard of service is maintained throughout the Spa

· Train newly-joined colleagues of the department of the safe operation of equipment and familiarization of departmental policies and procedures, as per Colleague Training Record guidelines

· Plan, book and deliver on and off job training as required to ensure best possible service standards as well as Colleague development

· Coordinate with Training department for any training needs, represent the department and attend Trainers meeting and training audits

· Monitor training hours of Colleagues; maintain and submit training records/reports as per schedule

· Participate in daily operations alongside their Colleagues setting a positive example

· Foster a harmonious atmosphere among Colleagues in their area and brings team members together through constant communication and team activities

· Openly communicate appropriate and useful information through various channels to include department meetings and briefings

· Motivate Colleagues through the effective implementation of incentive and recognition and rewards programs

· Coach and discipline Colleagues in a fair and consistent manner in order to motivate and improve performance

· Conduct Colleague performance appraisals in a timely, fair and constructive manner in order to promote their personal and career growth

· Review satisfaction results for their areas and identify any trends and share observations and suggestions with Manager

· Ensure that all Mandarin Oriental Guiding Principles and Pillars are adopted, respected and inculcated amongst all Spa Attendants

· Support company’s philosophy and company culture through the use of Departmental Legendary Quality Experiences on a daily basis to ensure Guest Satisfaction and the achievement of our Mission Statement

· Focus on continually improving service, standards, new ideas that bring about increase in revenue and increase in guest traffic in the spa

· Perform various administrative responsibilities for the spa attendants including the preparation of work schedules to maximize the effectiveness of the spa operations

· Ensure the shift checklist is completed; stay current with developments in the hotel/ spa operations by reviewing the communication log book each shift; update log book for next shift

· Exhibit a professional demeanour and willingness to assist guests and colleagues

· Maintain all departmental assets and ensure that all items are cleaned, checked out, and returned to the appropriate storage area

· Inform the Spa Operations Manager of all pertinent information related to the department and report any concerns as they occur along with recommendations for solutions

· Prepare and distribute reports as requested by management

· Notify Manager of all unusual events and circumstances and respond to emergency situations as necessary and as directed

· Monitor and ensure efficient set up – cleanliness, orderliness of Spa area for the daily operations according to Mandarin Oriental standards

· Ensure the replenishment of all necessary items/supplies; furniture, fixtures and equipment are well maintained and in perfect working condition

· Evaluate the operations and procedures, and suggest improvements accordingly

· Ensure that the colleagues’ schedules are done in advance giving the team enough notice of shifts and demands of business

· Help plan future training for the colleagues and achieve training targets

· Ensure keys are well controlled keeping in mind safety and security of the spa premises

· Ensure presence in the spa area, interact and receive feedback from guests on daily basis

· Maintain close coordination with Spa Treatment and Spa Concierge Supervisor in fulfilling great customer service

· Track guest feedback and work closely with Spa Operations team to address concerns and work towards continuous improvement

· Assist in the operations of all spa departments as required