About the job

Based at Mandarin Oriental, Hangzhou, the Spa Operations Manager plays a key role in the successful pre-opening and ongoing operation of the Spa. Reporting directly to the Director of Spa, Wellness & Leisure, the Spa Operations Manager is responsible for supporting the overall management of the Spa team and ensuring the delivery of exceptional guest experiences in line with Mandarin Oriental standards. During the pre-opening phase, the role will support operational planning, facility setup, colleague recruitment and training, SOP implementation, and readiness activities. After opening, the Spa Operations Manager will oversee all operating aspects of the Spa, maintain the highest levels of service excellence, and ensure compliance with established brand, operational, health and safety standards.

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

• Responsible for the day-to-day operation of the Spa and supporting Wellness & Leisure activities.
• Review treatments and notes on SpaSoft.
• Coordinate scheduling of duty rosters, annual leave and bank holidays for all colleagues.
• Responsible for driving retail sales performance and ensuring that all sales are recorded accurately.
• Daily briefings with spa team.
• Monthly meetings with all Spa colleagues. A written agenda must be prepared and Spa Operations Manager will ensure written minutes are distributed to all spa colleagues and People & Culture following the meeting.
• Ensure purchasing requests are submitted once per month or once every three months for all professional products.
• Ensuring that all accounting procedures are followed. Initiating accounting procedures. Monitor guest charges and ensure timely collection of outstanding balances.
• Ensure KPIs are updated at the end of each month.
• Ensure the monthly training calendar is maintained and completed.
• Continuous retail training for the entire team.

• It is part of your role to understand and comply with all corporate and hotel policies and standard operating procedures.
• Ensure compliance with all Mandarin Oriental policies, procedures, LQE, MOQA and Forbes standards.

• Hold monthly meetings with all colleagues to assure they have a forum to voice any concerns or challenges and share departmental and hotel information.

As Spa Operations Manager, we expect from you: 

• Diploma or Degree in Hospitality Management, Spa Management, Business Administration or related discipline.
• Minimum 5 years’ experience in luxury hotel or luxury spa operations.
• Previous supervisory or management experience within Spa operations.
• Strong leadership and people management skills.
• Excellent knowledge of spa treatments, wellness concepts and retail operations.
• Strong communication and interpersonal skills.
• Good financial acumen and understanding of budgeting and cost control.
• Fluent English communication skills; Mandarin language skills are preferred.

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.
• Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.

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