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Mandarin Oriental Hotel Group

Posted on July 11, 2018

1 - 2 years Dubai - United Arab Emirates

Diploma(Other). Any Nationality

Opening 01

Job Description

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• 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
Education & Certificates
• Senior School qualification or equivalent is a must
• Hotel school graduates will be preferable
• Minimum 1-2 years experience in the same position and has worked in a reputable 5-star hotel
• Work experience in Spa Operations/ Housekeeping/ Customer Service
• Previous experience working in the Middle East Region is an advantage
• Professional in MS Word, Excel and PowerPoint software programs
• With knowledge of Spa software systems (e.g. SpaSoft or similar)
• Effective verbal and written communication skills in English; Arabic would be desirable
• Interpersonal skills to deal effectively with all business contacts
• Ability to understand guest needs and expectations and to deliver superior customer service with little input from others
• Mature and outgoing personality with excellent interpersonal skills

Hotels / Hospitality



Housekeeping Customer Service Administration Continuous Improvement Interpersonal Skills Guest Satisfaction Ms Word Supervisor Management Powerpoint


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Mandarin Oriental Hotel Group

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