Nestled in the city's heart, Mandarin Oriental Downtown, Dubai, offers a stunning fusion of modern design with a touch of oriental flair, redefining hospitality standards.

With unparalleled views of Dubai's skyline, the iconic Burj Khalifa, and the sparkling Arabian Sea, this urban retreat offers 224 luxury Residences and 259 Rooms & Suites.

Going beyond traditional hospitality, Mandarin Oriental Downtown, Dubai, it's not just a hotel but a lifestyle destination, offering relaxation, luxury, and memorable experiences.

Scope of Position

Spa Concierge is responsible for, but not limited to booking all spa treatments, explaining services to guests, perform Point of Sales activities including retail and checking in and checking out all guests in a professional manner.

Responsibilities

• It is part of your role to understand and comply with all corporate and hotel policies and standard operating procedures.
• 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 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, Downtown 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.
• Carry out any additional duties requested by management, related to hotel operational activities.
• Assist in the operations of all spa areas as required (Spa Reception, Spa Retail Area, Consultation pods, Tea Lounges).
• Maintain the cleanliness of The Spa; in particular the reception & retail areas, consultation pods and tea lounge.  These should be kept in a neat, tidy and sanitary manner in accordance with the Safe, Sound and Sustainability standards.
• Will be expected to aid therapists in setting up for treatments and clearing away after.
• Organize appointment scheduling to maximize use of time and profitability whilst ensuring that the guests’ needs are of first importance.
• Must be a team player and assist all spa and hotel colleagues where necessary.
• Ability to perform opening and closing duties.
• Must have a thorough understanding of Spa Soft, all treatments offered in the spa and all retail products.
• Must have good telephone skills and follow required telephone etiquette.
• Must show a professional attitude at all times, particularly with regard to punctuality, appearance and general manner.
• 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 Senior Director of Spa & Wellness.
• Ensure a warm friendly welcome to all guests at all times. Greet all guests upon their arrival, give new guests tours of The Spa and offer return guests "re-orientations". Show courtesy to guests and colleagues at all times.
• Must have the ability to courteously interact and answer all spa and hotel related questions with guests.
• Communicate all messages promptly and to keep the Duty Manager informed as to any guests’ incidents and dissatisfactions.
• Assist in the smooth flow of the guests’ journey throughout the day.
• Must attend all training courses as deemed necessary.
• Receive training to ensure that all-relevant legislation pertaining to the Safe, Sound & Sustainable standards are implemented and monitored within the spa & wellness.
• Oversee incoming and outgoing guest and spa colleagues business-related emails.
• Will be expected to assist various demonstrations and events.
• Recognize the importance of "sales" in every aspect of their role and be responsible for achieving set sales targets.
• Ensure all preferences, contact details and other relevant guest history information is entered into SpaSoft accurately.
• When receive LRA and TripAdvisor comments, to input the relevant information into the Guest Comments Sheet available in the sharefolder.

Skills & Qualifications

• Senior School qualification or equivalent is a must
• Hotel school graduates will be preferable
• Minimum 1 year of experience working in a service environment is a must  
• Previous experience working in a 5-star hotel environment will be an advantage
• Previous experience working in the Middle East Region is an advantage
• Good knowledge on computer systems is a must
• Clear communication; effective verbal and written communication skills in English (minimum intermediate level). Arabic would be desirable.
• 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