The Company

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world’s most prestigious hotels and resorts.  The Group now operates or has under development 44 hotels with more than 11,000 rooms in 28 countries in key business and leisure destinations.

The Hotel

With 326 guest rooms and 31 suites, Mandarin Oriental, Miami is located in Brickell Key and is a prime location for both business and leisure guests.  It is an urban resort with a Miami’s only private beach and Florida’s only Forbes triple 5-star property.  

Scope of Position

The Spa Therapist is responsible for, but not limited to, welcoming guests and providing a comfortable treatment experience to all spa guests.

Organisational Structure

The Spa Therapist will report directly to the Spa Lead therapist, Spa Managers and Spa Directors. There are no positions reporting to Spa Therapist.

Duties and Supporting Responsibilities

• 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
• 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.
• Support company’s philosophy and company culture through the use of Guiding Principles and D.E.L.I.G.H.T. as part of ensuring Guest Satisfaction and the achievement of our Mission Statement
• To perform treatments on guests whilst maintaining the guest’s comfort at all times.
• Be on time for appointments and thoroughly review appointments after completing each treatment
• Keep work area clean and neat at all times.
• Must follow all Standards and Procedures as taught by Legendary trainers or Therapy Manager.
• To ensure that a high standard of service is maintained throughout the Spa.
• Assist in the operations of all spa departments as required:
  • Front Desk
  • Spa Retail Area
  • Relaxation Area
  • Sluice Area
  • Sales and Marketing
  • Spa Suites/5th floor
  • Cabanas
  • In-room

• Report dysfunctional equipment to Spa Director
• To maintain inventory of supplies for the operations of the treatment rooms
• Maintain cleanliness and attention to detail in treatment room throughout shift.
• To attend daily line-ups, weekly and monthly spa meetings.
•  Will be expected to assist and perform various demonstrations and events.
•  To maintain a high standard of appearance and personal hygiene as lay down by the Spa Director.
•   Must attend all training courses as deemed necessary, and must adhere to training as set down by the Spa Director.
• Must have the ability to courteously interact and answer all spa and hotel related questions with guests.
•  Perform all treatments to the highest standards.
•  Assist in all areas of the spa as and when necessary. E.G. Relaxation area and Reception
•  To recognize the importance of “sales” in every aspect of their role and responsible for achieving sales targets as set by the Spa Director. 
• To be adaptable and accountable for all actions.
• Arrive 15 minutes before the start of your shift to allow sufficient time to prepare for your workday.
•  Will perform as a professional, with a friendly business attitude and conduct all duties and responsibilities as required by the position, or assigned by the Spa Director.
• Maintain current professional licenses.
• Perform weekly Spa Cleaning duties. (Intense cleaning of the spa)

Success Profile for this role

1. Customer focused The colleague is genuinely pleasant, positive and helpful to both guests and colleagues, always striving to anticipate guests’ needs and exceed their expectations, as follows:

• demonstrates confident, helpful and genuine behaviour with internal and external customers
• anticipates guests’ needs and is sensitive to people from all cultures
• is conscientious and always attentive to detail
• goes the extra mile and strives to exceed guests’ expectations
• has a natural, warm smile and a friendly and passionate approach
• serves guests with a sense modesty and humility – gets things done quietly without unnecessary fuss.

2. Team player The colleague demonstrates co-operation and trust with colleagues in his/her own team and across departments and works well as a team player to achieve results, as follows:

• understands the service-profit chain concept (i.e. happy colleagues ð happy guests ð profit)
• demonstrates co-operation within the team and with other departments
• listens carefully and works well with other colleagues
• uses resources efficiently
• has a positive influence on others in the team and clearly enjoys working with people
• demonstrates sensitivity to cultural differences and diversity, as appropriate.

3. Delivers their best The colleague continually strives to do his/her best, is hard working. efficient and consistently performs well against the MOHG standards, policies and procedures, as follows:

• has energy and a sense of urgency for his/her work
• delivers on all expected MOHG standards
• language and communication skills meet the needs of the role
• open to feedback and self-development
• resourceful, makes things happen and looks for ways to work ‘smarter’ (more efficiently)
• always look their best and acts appropriately e.g. approaching guests, body language and eye contact.

4. Trustworthy and responsible The colleague is trustworthy, responsible and accountable. His/her standard of performance reflects our MOHG Mission and Guiding Principles and he/she works in a safe manner, as follows:

• excellent records in attendance and punctuality
• demonstrates a high level of personal integrity, honesty and trust
• always works ethically, aligned with MOHG’s Guiding Principles
• manages own responsibilities and accountabilities, delivers what is promised
• is reliable and demonstrates the ability to work without supervision, as required
• demonstrates knowledge of MOHG Safe & Sound standards and assumes the relevant responsibilities to ensure the safety of self, colleagues and guests  
• behaves in accordance with our environmental responsibilities and ensures that resources are used wisely in the areas in which he/she works.

5. Composed (The colleague can handle pressure and remains calm at all times. He/she is able to solve problems calmly and effectively)

• able to stay calm under pressure
• demonstrates maturity and ability to cope with the unexpected
• never lets personal feelings interfere with delivering the highest standards
• emotionally stable and mature
• able to solve every day problems in a calm manner and with flexibility
• responds with enthusiasm when under pressure or in challenging circumstances.

6.  A MOHG ‘Fan’/Committed (The colleague represents the Mandarin Oriental brand and is a true “Fan”. He/she is loyal to MOHG and consistently delivers the Pillars and Department LQE’s)

• displays an understanding of quality and consistently delivers the Pillars and Department LQE’s
• encourages guests to return through his/her daily behaviours and actions
• is committed to his/her job, as well as the Mandarin Oriental brand
• represents the brand in a professional manner and displays brand loyalty – a true brand ambassador
• works in a way that demonstrates and supports the MOHG mission, our vision and our values
• displays behaviours that reflect our oriental heritage.

7. Technically competent - specific to each department (The colleague understands the job requirements and displays the technical skills and knowledge required to perform his/her job well and in line with the department standards)

Guest service delivery

• demonstrates a competent standard of verbal communication, social and up-selling skills.

Technical job knowledge

• demonstrates competence in the skills and technical knowledge to the level appropriate for the job role.

Job related system/machine competency

• demonstrates competence to input and extract data from the Spa-soft software system, in order to provide high quality guest enquiry, booking experiences and guest service to MOHG standards.

Mandarin Oriental reserves the right to add, delete, change or modify the job, duties and responsibilities described in this Job Description, at the company’s discretion, at any time with appropriate notice. 

It is Company policy to comply with the Americans with Disabilities Act, including by providing reasonable accommodations that do not constitute an undue hardship on the Company.  Employees or applicants should direct requests for accommodation to Director of Human Resources.