Responsibilities

1. General:

• It is part of your role to understand and disseminate/communicate all corporate and hotel policies and standard operating procedures to the colleagues.
• MOHG Code of Conduct requires that all business activities and business decisions comply with the general law, with all rules, regulations, and other requirements.
• It is part of your strategy to fully understand and support in all aspects the Mandarin Oriental, Riyadh Human Resources Strategic Policy.
• It is part of your role and your responsibility to fully support all learning and development activities.

• Ensure that all standards of LQE, MOQA and Forbes are followed consistently.

• You shall take all reasonable steps to safeguard stored information, and not divulge or otherwise transfer any personal data concerning the guests, customers or colleagues, or any confidential information concerning the hotel unless with the appropriate authority.
• Use of the hotel’s network, computers or internet access which is in the hotel’s view unreasonable or inappropriate, for example gambling, chatroom, or pornographic material, is a serious breach of hotel policy and grounds for summary dismissal.
• Support and adhere to all policies & procedures relating to Safe, Sound and Sustainable at Mandarin Oriental.
• Ensure compliance with the MOHG Social Media Policy, i.e. to be fully responsible for the content you publish on any social media platform, including your personal site.
• Mandarin Oriental, Riyadh has zero tolerance on all forms of harassment or discrimination, i.e. it is strictly forbidden to discriminate on the basis of gender, disability, including physical or medical condition, race, colour, religion, national origin, ancestry, citizenship, age, sexual orientation, marital status, or for any other reason.
• Act as a hotel ambassador at all times.
• To carry out any additional duties requested by management, related to hotel operational activities.

1. Departmental:

Spa Operations

• Responsible for the daily operations of the Spa & Wellness including guest and colleagues’ interactions.
• Plan the rosters of Spa Concierge and attendants strategically based on operation needs.
• Taking Spa reservations and attending to guest enquiries when necessary.
• To ensure operational flow, discuss any issues.
• Dealing with dissatisfied or disgruntled guests
• Assist in ensuring that mistakes mentioned are corrected and discuss procedures that were performed correctly
• Read notes for every appointment and assure that no mistakes have been made. Also assure that appointments are in correct sequence. Maximize revenue by therapist availability
• Special guests, group bookings and VIP’s
• Daily walkthroughs should be conducted to ensure that all SOPs and MOD tasks are addressed throughout the Spa & Wellness.Departmental Meetings

• Daily briefings with concierge and attendant team
• Weekly meetings with the Spa Operations Manager
• Weekly meetings MOD meetings with Spa Director, Spa Operations Manager and Spa Treatment Manager
• Monthly Concierge and Attendant meetings. This meeting will address policies, procedures, scheduling and any concerns the team members have in regards to the Spa Operation. A written agenda must be prepared and treatment manager will ensure written minutes are distributed to all spa staff and Human Resources following the meeting.
• Monthly all colleague meeting and during this time it will be necessary to prepare a presentation for the monthly meeting for all spa colleagues
• Spa closure preparation, including email informing the Hotel, guest room letters and signage

Training

• Organize Spa Concierge and Spa Attendant training
• Assist Concierge & therapists with Spa Soft questions and obstacles
• Organize Spa Concierge and Spa Attendant Training, including Spasoft, shadow shifts, product & treatment knowledge liaising with Aromatherapy Associates and Hotel Human Resources
• Update Training attendance report and yearly planner on a monthly basis and send to Human Resources
• Review SOP’s have been taught and continue to ensure that standards are being met
• Training of spa concierge and spa attendants on how to handle difficult situations and challenging guests
• MOSST Ambassador – To complete training and refresher training for Spa Concierge on our Signature treatment and products.

Finance

• Ensuring that all spa charging procedures are followed. Initiating accounting procedures. Monitor guest charges and reconciliation
• Ensure that all discounted marketing charges for treatments and products and e-mails are handled efficiently
• Reviewing the visual book for the day and the following day to ensure that everything is booked correctly and efficiently for revenue maximization
• Verify individual concierge have complete and accurate financial report at the end of shift
• Complete Agency totals every Monday for accounts
• Send Agency invoices off to Calibre every Monday, informing them of the correct hours and hourly rate
• Email the Spa’s waiting list to the Hotel’s General Manager every Monday, informing them of Spa turn away logged for the previous week
• Track Spa turn away business
• Redeem expired Gift Certificates on the last day of the month
• Collate reports for the input of the Spa KPI’s including Spa Concierge for treatment and retail revenue
• Organise treatment and product incentives for Spa Concierge and Attendant team boosting our Signature treatments and retail within the Spa
• Tracking colleague treatment experiences

1. Customer Focus:

Dealing with guest enquiries via phone, email and face to face.

Ensure that all guest enquiries are taken care of within 12 hours.

Read notes for every appointment and assure that no mistakes have been made. Also assure that appointments are in correct sequence. Maximize revenue by therapist availability.

In the absence of Director of Spa & Wellness, meet up with VIPs, journalists and invited guests.

Organise internal and external mystery shoppers to help increase and stay consistent in terms of quality standards.

1. Colleague Relations:

Conduct refresher trainings for Spa Concierge and Spa Attendants. Refresher trainings include departmental Standard Operating Procedures (SOPs).

Review of all SOP Checklists for all colleagues are in order and training hours are tracked. Update Training Matrix accordingly.

Monthly training plans to be sent to Learning & Development Manager.

1. Administrative Duties:

Responsible for end of month spa retail inventory and submit to Director of Spa & Wellness.

Assist with Month End Closing reports in the absence of Director of Spa & Wellness.

Ensure that product retail display at The Spa and Spa Boutique is fully stocked and well presented at all times.

Raise the necessary Purchase Requests for all retail and professional products.   

To upkeep the Guest Database in SpaSoft. On a bi-monthly basis, to forward the Guest Database List to Marketing Communications department.

1. Additional Duties:

Engineering

Frequent checks of equipment and facilities to ensure safety and prevent loss of equipment due to negligence of wear and tear. Ensure all processes are in compliance with the Safe, Sound & Sustainable guidelines. 

Review HOTSOS work orders report and ensure that follow ups has been done as and when requires.

1. Health and Safety:

Maintain all spa to the Health and Safety Standards.

SPA

• To be fully part of the Spa team
• To be familiar with all spa treatments/operations of spa for promotion to guests
• To understand and be able to verbalize the vision of the spa

Sustainable Responsibilities:

• This role involves implementing eco-friendly practices, educating guests/colleagues on sustainable initiatives, and continuously seeking ways to minimize the hotel's environmental footprint.
• Knowledge of waste sorting and recycling procedures. Energy Conservation: Water Conservation.
• Supporting sustainability initiative.