Spa Operations

• Responsible for the setting down and instigating of all policies and objectives within the spa
• Spa Director takes reservations when necessary
• Dealing with dissatisfied or disgruntled guests
• Responsible for motivating retail sales and ensure that all sales are recorded accurately
• To supervise and conduct the safety of users and equipment of the spa and to ensure that the Health and Safety Policy and procedures are implemented and monitored in particular with relation to cleanliness and hygiene
• Assuring that mistakes mentioned are corrected and discuss procedures that were performed correctly
• All hotels within MOHG are scored on Mystery shopper reports and it is expected that Mandarin Oriental, Macau achieves high scores
• Spa Director determines whether Spa is up to date on criteria necessary for a 5 star or 5 diamond rating

Training

• Signoff on TCI’s completed by Legendary trainers to ensure that standards and procedures have been understood
• Pass on any learned knowledge from shows or training, thereby being an avenue for industry information
• Review that SOP’s are continuously current and correct for all spa colleagues
• Regularly done to review treatments and SOPs. Responsible for maintaining the high standard of Treatment, Service and attention to detail within the spa
• Meet with all new heads of departments and give a tour of the spa and explain the philosophy and culture of the Spa. Relate the training to their point of view. If available schedule a treatment to allow clear understanding of Spa experience and how to relate this to a guest

Human Resources Management

• Support company’s philosophy and company culture through the use of Pillars of Legendary Quality Experiences on a daily basis to ensure Guest Satisfaction and the achievement of our Mission Statement.
• To ensure that the Fire Life Health Safety and Security company standards and HACCP Standards are maintained and carried out. They must be monitored regularly to assist in scoring 100% on the MOHG health and safety audit.
• To ensure that Mandarin Oriental, Macau’s grooming and appearance standards are implemented and maintained to reflect an image of professionalism and care.
• To carry out annual appraisals and regular feedback on development on all colleagues using the Mandarin Oriental Hotel Group Performance and Development System PROFILE.
• To be responsible to oversee the recruitment, induction, training development, appraisal and discipline of all spa colleagues. It is necessary to have a clear understanding of personnel rules is in accordance with the NAME OF THE JURIDICTION and MOHG human resources policies
• Setting achievable goals for spa colleagues, to include budget and retail goals per department, established with Spa Management Team
• Will be responsible for timely documentation and the discipline of the colleagues  in accordance with Progressive discipline procedures outlined in Human Resource Policy & Procedure Guide