Mandarin Oriental Jumeira, Dubai is looking for a Spa Concierge to join our Spa team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional. 

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

With a pristine oceanfront setting, Mandarin Oriental Jumeira, Dubai is a stylish urban resort overlooking the clear blue waters of the Arabian Gulf and Dubai’s glittering skyline, which is dominated by Burj Khalifa, the tallest building in the world. The hotel's beachfront location and open-air facilities are designed to bring a new level of relaxed luxury to the city.

About the job

Based at the Mandarin Oriental Jumeira, Dubai within the Spa Team, the 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.

As Spa Concierge, you will be responsible for the following duties:

• 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, Jumeira 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.
• 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, gives new guests tours of The Spa and offers return guests "re-orientations". 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.
• Oversees 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.

As Spa Concierge, we expect from you: 

• 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

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.

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