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SPA CONCIERGE SUPERVISOR

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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Responsibilities
Supervise the team of Spa Concierge 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
Ensure that all Mandarin Oriental Guiding Principles and Pillars are adopted, respected and inculcated amongst all Spa Concierge
Responsible for the daily operations of the Spa & Wellness Concierge (e.g. Reception, Retail, Consultation Area, Relaxation Lounges, etc.) including guest interactions
Ensure the premises are maintained and set up in a professional way; maintain a supply of hotel, spa brochures, etc. keeping the Mandarin Oriental standards as a guideline and ensure that Mandarin Oriental Spa system, menus and websites are always updated with the latest information, menu and prices
Focus on continually improving service, standards, new ideas that bring about increase in revenue and increase in guest traffic in the spa
Conduct regular walkthroughs to ensure that all SOPs and tasks are addressed throughout the department, premises and all equipment are set up and maintained as per the Mandarin Oriental standards
Ensure the cleanliness, neatness, tidiness of The Spa; in particular the reception & retail areas, Consultation Area, Relaxation Lounges, etc. in accordance with the Mandarin Oriental standards
Conduct a regular stock check/inventory of all products, supplies, equipment with the Spa Operations Manager, maintain stock levels and ensure excellent working condition and raise the necessary Purchase Requests considering the procurement process as well as lead time for receipt of the items; maintain all departmental assets and ensure that all items are cleaned, checked out, and returned to the appropriate storage area, ensure keys are well controlled keeping in mind safety and security of the spa premises
Ensure presence in the reception area; warm, friendly, welcoming and ready to give new guests tours and offer, receive feedback from guests on daily basis and assist in the smooth flow of the guests journey throughout the day
Perform various administrative responsibilities for the spa concierge colleagues such as preparation of schedules, overseeing incoming and outgoing guest and spa colleagues business-related emails and prepare as well as distribute reports accordingly
Organize appointment scheduling/spa reservations to maximize use of time and profitability whilst ensuring that the guests needs are of first importance
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
Maintain an updated guest history file wherein birthdays, anniversaries and other relevant information are used accordingly and repeat guests are acknowledged, given right welcome and advice for any future visits; known guest preferences are met, amenities provided and that all guests requests are processed and recorded
Check the daily booking list and strictly enforce the privacy and confidentiality of all guests
Ensure that guests feedback is entered and monitored accordingly; address any concerns and work towards continuous improvement and 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
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
Conduct Colleague performance appraisals in a timely, fair and constructive manner in order to promote their personal and career growth
Participate in daily operations alongside their Colleagues setting a positive example of maintaining a thorough understanding of Spa Soft, all treatments offered in the spa and all retail products
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
Review satisfaction results for their areas and identify any trends and share observations and suggestions with Manager
Communicate all messages/pertinent information promptly and to keep the Spa Manager informed as to any guests incidents, concerns and other unusual events and circumstances and respond to such situations as necessary or/and as directed
In the absence of Spa & Wellness leaders, meet up with VIPs, journalists and invited guests and maintain close coordination with Sales and Marketing, provide regular updates, new initiatives and address social media network analysis and action plans to buffer our social media presence
Serve as a public relations representative; keep self updated on all local events, sights, restaurants, activities etc., in order to provide guests with updated information/assistance and maximize guest satisfaction and utilization of hotel facilities by promoting hotel restaurants and other services
Maintain close coordination with Spa Treatment and Spa Attendant Supervisor in fulfilling great customer service
Education & Certificates
Senior School qualification or equivalent is a must
Hotel school graduates will be preferable
Experience
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
Skills
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

Other

Keywords

Housekeeping Customer Service Relations Wellness Scheduling Administration Social Media Continuous Improvement Interpersonal Skills Procurement

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Mandarin Oriental Hotel Group


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