The Group

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world’s most luxurious hotels, resorts and residences. Having grown from its Asian roots into a global brand, the Group now operates 41 hotels and six residences in 23 countries and territories, with each property reflecting the Group’s oriental heritage and unique sense of place. Mandarin Oriental has a strong pipeline of hotels and residences under development and is a member of the Jardine Matheson Group. 

The Hotel

A stunning fusion of modern design with stylish oriental flair, Mandarin Oriental, New York features 244 elegant guestrooms and suites — all with breath-taking views of Manhattan and Five-Star hospitality. Luxurious amenities include MO Lounge, all-day dining overlooking Central Park and the Manhattan skyline; a 14,500 square-foot Five-Star Mandarin Oriental Spa; and a state-of-the-art fitness center with a 75-foot lap pool. In addition, there is premium meeting and event space, including a 6,000 square-foot pillar-less ballroom with three walls of windows overlooking Central Park. Located in Columbus Circle’s Deutsche Bank Center, Mandarin Oriental, New York is in an idyllic location just steps away from world-class dining, shopping and entertainment, including the Broadway Theater District, Lincoln Center, Central Park, Jazz at Lincoln Center and the shops of Columbus Circle.

Strategic Intent

It is the mission and intent of this position that the incumbent will take full responsibility for the tasks that is given to Spa & Fitness facility.

Scope of Position

The Spa Therapist is responsible for, but not limited to performing as trained, all spa treatments to guests in a professional and pleasant fashion.

Organizational Structure

The Spa Therapist reports directly to the Assistant Director and/or Treatment Manager. All colleagues report to Spa Director.

Purpose

Under the guidance of the Spa Director and within the limits of the Mandarin Oriental Policies, ensure that all operational procedures, codes of conduct and standards of appearance implemented by Spa Management are adhered to by all staff. Help create a happy and motivated team and ensure the smooth running of the spa at all times.

DUTIES & RESPONSIBILITIES

The following is a description:

Philosophy and Belief

• 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

Delighting our clients

• Awareness and sensitivity to the concept of luxury and quality
• Responsive and genuine with customers
• Sustains performance
• Confident with customers

Working together as Colleagues

• Communicates a compelling vision
• Inspires co-operation and commitment
• Adapts work style and ethics appropriately
• Actively listens and builds on other ideas
• Effectively understands and uses resources
• Is culturally sensitive
• Good written and verbal skills

Promoting a Climate of Enthusiasm

• Has energy and drive
• A sense of urgency
• Motivating individual
• Communicates clearly
• Open to feedback and learning
• Possess potential to grow

Acting with Responsibility

• Establishes accountability for self and others
• Can identify core issues and problems
• Emotionally stable and mature
• Accepts feedback
• Manages responsibilities

Education

• Hired with a New York State recognized License from accredited school
• Have met all requirements in New York State
• Will maintain and keep current the New York State license and certifications in accordance to NY State Guidelines
• Must possess a good written and verbal command in the English Language

Operations

• A licensed massage therapist (LMT) is able to perform all Spa Industry Standard and various MOHG modalities on guests for various durations of time implemented by MOHG spa department in accordance to Spa Menus and Guests needs.
• Spa Industry Standard modalities and categories of treatments include but are not limited to Swedish, Deep Tissue, Sports, Hot Stone, Body/Wet treatments
• MOHG modalities and categories of treatments include but are not limited to Signature treatments, Journeys, Body/Wet treatments, suite experiences, Beauty by Mandarin treatments
• Assist in the operations of all spa departments as required:
  • • • Front Desk consultation forms, technological advances pertaining to operations
      • Spa Retail Sales by use of product recommendation cards and technological advances
      • Relaxation Area when escorting guests to and from treatment rooms
      • Preparation (prep) Room Maintenance and Organization.
      • Sales and Marketing events
      • Facility care: Spa Suites/Treatments rooms       
• Will be ready in uniform in accordance to MOHG and Spa standards 30 minutes prior to start of shift to allow sufficient time to attend the daily briefing and prepare for your workday, inclusive of setting up treatment room
• Will attend daily briefings, spa meetings, and therapist meetings
• Ability to assist and perform in various spa media events and promotional events
• Must have the ability to courteously interact and answer all spa and basic hotel related questions with guests
• Will perform treatments on guests while maintaining the guest’s comfort at all times and to the highest standards with consistency
• Will greet guests on time, will be on time for appointments, perform the service to the specified duration, ending on time and thoroughly review appointments after completing each treatments
• Guest spa consultation forms will be read before the service begins, completed after the treatments, and passed to appropriate colleague for the guest experience to be complete
• Guests preferences, reservation and appointment notes, and health notes will be read before the guest is picked up
• Keep work area clean and neat at all times.
• Bring and retrieve operational items from hotel rooms and different hotel floors
• Work in guest rooms when requested
• To ensure that a high standard of service is maintained throughout the Spa.
• Must follow all Standards and Procedures as taught by legendary trainers, Spa Management, Human Resources in reference to Treatment Room care, Treatment Table set-ups, Product usage and Inventory, and all SOP’s pertaining to Treatment Operations
• To ensure that the highest Five Star standard of service as measured by Mobile AAA, Forbes, Legendary Quality Assurance, MOQA, and Secret Shoppers is maintained throughout the Spa. This is to be monitored by multiple use of secret shopper reports that will be discussed individually and departmentally as needed.    
• Report dysfunctional equipment to Management
• To maintain daily inventory of supplies for the operations of the treatment rooms
• Maintain cleanliness and attention to detail in spa treatment rooms/suites throughout shift including cleaning and restocking to leave the treatment room in pristine condition for the following shift.
• Keep work areas clean and neat at all times including the Linen Hallway, Prep room and treatment rooms
• Assist in tidiness of spa public spaces as deemed necessary in accordance to Spa Service Standards
• Will be expected to assist and perform various demonstrations and events.
• 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
• Will perform as a professional, with a friendly appropriate business attitude and conduct all duties and responsibilities as required by the position, or assigned by the Spa Director.
• Perform all daily assigned spa therapist tasks. *See attached checklists.

Training

• Attend all training courses as deemed necessary, and must adhere to training as set down by the Spa Management and Human Resources.
• Attend assigned Trainings include but are not limited to refresher courses on past modalities, new and existing treatment modalities and techniques as they pertain to the business and spa menu.
• Attend assigned Trainings on spa products as they pertain to the spa services and guests needs.
• Attend assigned Trainings regarding MOHG philosophy and human resource workshops for the guest experience and standards
• Attendance in assigned training is necessary despite seniority. All therapists are expected to continue to add spa modalities.  
• Feedback from various secret shopper’s reports may deem specific training to occur to achieve the desired result in the spa treatment

Sales and Marketing

• Obsess the ability and knowledge to recommend treatments and products for the well-being of the guest.
• Demonstrate the knowledge and responsibility to develop repeat and loyal spa guests for the entire spa
• Responsible in the use of the spa business cards when available.
• Use and recommend appropriate retail products by use of technology and product recommendation cards.  

Health and Safety

• Follow all Safe, Sound, and Sustainable guidelines as deemed necessary by MOHG guidelines
• Maintain all spa treatment rooms/suites/prep room to the Health and Safety standards
• Adhere to New York State and City Health Department laws

Additional Core Competencies

• Reading, writing and oral proficiency in the English language.
• Must be willing to work a flexible schedule in order to accomplish all major responsibilities and tasks. 
• Must be self-motivated.
• Must work in a safe, prudent and organized manner.
• Must have mathematical skills, technical aptitude and spa operational knowledge.
• Beneficial to have knowledge of specific spa industry applications is desirable, such as spa soft.
• Must have a commitment to follow all local and corporate policies and procedures as they relate to the Spa and hotel.
• Must have knowledge of current spa trends in the industry
• Must be able to relate to all levels of management and colleagues.
• Must have excellent interpersonal and communication skills
• Must have technical awareness and knowledge of a wide variety of treatments particularly for the face and body, depending of qualifications of licenses and certifications for profession and job duties.
• Must have knowledge of holistic concepts that relate to the well being of all guests in a spa environment.
• Must be open to learning about treatments and concepts that derive from other cultures ie, Aryuvedic, Eastern, Western .
• To set a standard at all times in professionalism, appearance and attitude as expected of all spa colleagues.
• To be adaptable and accountable for all actions.
• Must understand the current legislation in regards to State and local laws for therapists.
• Consistently strive for a higher level of achievement both personally and professionally
• Must be comfortable performing treatments for the duration of the shift.
• Must maintain the time perimeters in regards to treatments .

PHYSICAL, COGNITIVE, SOCIAL AND ENVIRONMENTAL REQUIREMENTS

NOTE: All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

PHYSICAL DEMANDS ANALYSIS

Position:           *   Sitting

*   Standing/walking

*   Stair climbing to access various locations within the hotel

*   Assisting with and Picking up of boxes with spa professional and retail products, massage beds and toweling/linen needs. .

*   Use of many body parts in treatment: . Hands, elbows, knees, thumbs, wrists, feet, while maintaining proper body dynamics and alignment.

*   Lifting and Moving of massage materials, massage bed, linens, products, trays for specific services, carts needed for moving of spa operational items, trolleys.

Repetitions:      

*                      Standing/walking

*   Stair climbing: upon need and when required

*   Squatting/kneeling:  occasionally with ability to transition between different body positions during a treatment as required by each modality.

*   Must be able to perform treatments for the duration of the assigned shift

*   Finger movements:  continuous during treatment use

*   The use of hands, elbows, feet and knees in Spa Treatments with the ability to adjust to the pressure preferences and needs of each guest from light to deep work in any spa treatment to be determined through consultation.

Sensory:           *   Sight for using computer, doing paper work and observing guest.

                        *   Smell for selecting aromatherapy oils

Spa required Standard Training

1. Spa philosophy and concept
2. Spa Facilities and Service (spa fact sheet)
3. Roles and Responsibilities
4. Guest Journey
5. Signature Spa Therapies
6. Practice simulations and test outs
7. Signature products and quizzes (SPA products and quizzes0
8. Spa service standards ie: Forbes, Mobile AAA, LQA, MOQA
9. Legendary Quality Experiences, guiding principles, mission statement, pillars

Pay: Hourly $19.39 to $ 56.90. Subject to probationary period, rules of IWA, and completion of signature treatments training program.