Position Title: Treatments Manager

Reports To: Spa Director

Level:  5

Supervises: Therapists, Aestheticians, Health Club Trainer

Location: Mandarin Oriental, Boston

The Group

Mandarin Oriental Hotel Group is an international hotel investment and management group, which now operates, or has under development, over 10,000 rooms in many countries with even more on the horizon.

The Hotel

Situated in the heart of the Back Bay overlooking Boylston Street. Our luxurious 136 guest rooms and 12 suites will set the standard for spaciousness, combining classic Bostonian residential elegance with refined hints of our Oriental heritage. Our spa will introduce Boston to world-famous and unique Mandarin Oriental therapies.

Strategic Intent

It is the mission and intent of this position that the incumbent will take full responsibility for all aspects of the Spa and Fitness operations.

Scope of Position

The Treatment Manager is responsible for, but not limited to, the overall therapist spa staff and functions. In addition, the direct functionality of the Treatment Manager is to maintain all Training aspects of the Spa treatments to ensure that they are consistent and compliant with the group standards. The overall smooth running of the spa operation is also within the scope.

Organizational Structure

The Spa Director will report directly to the hotel General Manager.  The functional position of Spa Treatments Manager will be reporting to the Spa Director. In the absence of the Spa Director, the Spa Treatments Manager will oversee the operation.

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 set down by the Spa Director are adhered to by all staff. Help create a happy and motivated team and always ensure the smooth running of the spa.

Duties and Responsibilities

• Support the company’s philosophy and company culture using Pillars of Legendary Quality Experiences daily to ensure Guest Satisfaction and the achievement of our Mission Statement
• Support the company’s philosophy and company culture using Departmental Legendary Quality Experiences daily to ensure Guest Satisfaction and the achievement of our Mission Statement.
• Support the company’s philosophy and company culture using our VALUES and D.E.L.I.G.H.T. as part of ensuring Guest Satisfaction and the achievement of our Mission Statement.
• 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
• Manage the daily operations of the spa, including staff scheduling and resource allocation.
• Spa menu development and support
• Ensure exceptional service delivery by training and mentoring spa personnel.
• Oversee inventory management and ordering of supplies and products.
• Develop and implement marketing strategies to promote spa services and packages.
• Monitor financial performance, including budgeting, forecasting, and reporting.
• Maintain cleanliness and organization of the spa and fitness facilities.
• Handle customer inquiries, feedback, and complaints professionally.
• Collaborate with other departments to promote a cohesive guest experience
• Assist with the development of marketing strategies, and promotional material
• The above is not an all-inclusive list of job duties and responsibilities. Mandarin Oriental, New York reserves the right to add, delete, change or modify the job duties and responsibilities described in this job description at its discretion with notice.

As Spa Treatments Manager, we expect you:

• Prior Spa therapy and management experience
• Reading, writing and oral proficiency in the English language.
• Must be willing to work a flexible schedule to accomplish all major responsibilities and tasks.
• Must have mathematical skills, technical aptitude and spa operation knowledge
• Must have basic knowledge of computer programs including Microsoft Office Suites, ADP payroll systems, Internet applications, and 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 Spa treatments and products.
• Must have knowledge of holistic concepts that relate to the wellbeing of all guests in a spa environment.
• Must be open to learning about treatments and concepts that derive from other cultures.
• Prior training experience.

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 in 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.

Salary and Benefits:

•  Salary $ 70,000 - $80,000 annually
• A competitive benefits package, including health, dental and vision, 401(K), etc
• 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. Colleagues or candidates should make direct requests for accommodation to the Director of People and Culture.

Training

• Weekly planning meeting
• Bi-weekly planning meeting to schedule when legendary trainers will train
• All treatment training, schedule and unplanned treatment training, as well as refresher training
• Review that SOP’s have been taught and ensure that standards have been met.
• Review treatments and SOPs on a regular basis to ensure compliance
• Train colleagues on all new product lines and help support with the development of new ideas to help increase and drive the revenue
• Education of hotel colleagues about the Spa- to cover philosophy and benefits
• Service Detail Training
• To review Anatomy and Physiology, as needed
• Any other training deemed necessary by the Spa Director to effectively fulfill the role and meet new treatment standards.

Spa Operations

• Guest complaints, Therapist needs, Telephone calls, Reception desk
• Complete Spa and Fitness tour to review standards, procedures and operational status
• Review Trolley, closets upkeep and equipment
• Will be responsible for motivating retail sales and ensure that all sales are recorded accurately
• Will be responsible for timely documentation and the discipline of the staff members in accordance with progressive discipline procedures outline in Human Resource Policy & Procedure Guide
• Reading through the many essentials emails that deal regarding Spa, meetings, groups, VIP’s, internal or external guests or colleagues.
• Also, replying to guest, vendor, sales and colleagues’ emails
• Professional inventory and training hours
• Frequent checks of equipment and facilities to ensure safety and prevent loss of equipment due to negligence of wear and tears
• Updating any urgent matters to the attention of the Spa Director immediately.

Departmental Meetings

• On occasion, it will be necessary to prepare a presentation for daily line-ups or the monthly meeting for all spa colleagues
• Attend weekly planning meeting with all spa management
• To ensure the smooth daily operational flow and discuss any issues
• It is necessary to develop a one-hour therapist meeting per month. This meeting will address policies, procedures, scheduling and any concerns the team members have in regard to the Spa Operation. A written agenda must be prepared.
• The Treatment Manager will ensure written minutes are prepared and distributed to all spa staff and Human Resources, once approved by the Spa Director.

Interviews

• Interview and trade test for all prospective therapists for the spa
• During Hotel Orientation, new spa colleagues must be presented by the Spa Treatment Manager with a welcome letter together with a schedule for their Spa Induction. Uniforms should also be issued during this time

Customer Relations

• Handling guest complaints in regard to treatments and therapists to be consistent with MOGH’s philosophies and Policies and Procedures.
• Co-ordinating Lifestyle Guest Consultation with guests where unusual medical circumstances could interfere with Spa treatments chosen and advising client accordingly.

Inventory

• Stock check – weekly for all professional stock
• Purchasing – ongoing for all professional related purchases
• End of the month inventory – stock count of all professional products and all other products used and sold in the spa
• Monthly towel inventory to determine when new towels will be necessary to purchase (3 months lead time must be allowed for delivery)
• Assist in the evaluation of current products and new product lines for professional and retail use

Planning and preparation

• Create an easy-to-read log of treatments that all therapists are able to perform. This is to be distributed to Spa Managers and concierge team
• Weekly treatment training
• Review training logs. Create monthly training schedule before the end of each month to schedule therapists training time accordingly

Manager on Duty

• Responsible for the operations of the entire Spa and Fitness and guest interaction
• Review treatments and notes on Spa Soft
• Complete MOD report

Events and Presentations

• Attend regular industry job fairs and local events regarding spa employment with approval from Spa Director and Human Resources.
• Off-site marketing and education

Hotel Asset/Project Management

Support MOHG and the Spa Director to:

• Establish & manage the annual CAPEX plan and Budget
• Support the strategic direction of general projects related to enhancement of the Spa and Hotel.  The project management covers the areas of planning, administration, implementation and evaluation of financial results of projects.

Financial Responsibility

Support the Hotel Financial Controller and the Spa Director in:

• The hotel’s overall financial performance
• The annual hotel budget process
• The control aspect of operational supplies and labor in the Spa

Sales & Marketing

Support the General Manager, Sales & Marketing Director and the Spa Director in:

• Development of Marketing Strategies for the Spa

Human Resources

Support the Director of Human Resources and the Spa Director in the following:

• Human Resource Strategy for recruitment and selection of employees.
• Career development programs for employees
• Appropriate compensation and benefit packages for employees
• Labor Cost Management
• Community programs

Communication

Support the General Manager, Public Relations Director and the Spa Director in:

• Public Relations activities for the hotel as requested.
• Establishing advertising and promotional material for the Hotel & Spa

Information Technology

Support the IT Director and the Spa Director in:

• Telecommunication system upgrades or enhancements
• Annual maintenance if IT and support paraphernalia
• Annual testing and conformance of emergency power systems based on MOHG

Experience

• A thorough knowledge of the Spa industry and new treatments as requested by the Spa Director.

Delighting our clients

• Awareness and sensitivity to the concept of luxury and quality
• Responsive and genuine with customers
• Incorporates customer information as part of strategy
• Understands the value of employees, customers and profit link
• Sustains performance
• Can use planning tools in relation to customer needs.
• Confident with customers

Working together as Colleagues

• Communicates a compelling vision
• Inspires co-operation and commitment
• Adapts managerial style appropriately
• Actively listens and builds on others’ ideas
• Effectively understands and uses resources
• Is culturally sensitive
• Negotiates effectively
• Critical thinking and problem-solving techniques and skills
• Excellent writing and verbal skills

Promoting a Climate of Enthusiasm

• Has energy and drive
• A sense of urgency
• Motivates others to provide quality standards
• Communicates clearly and persuasively
• Open to feedback and learning

Being the Best

• Achievement oriented
• Make things happen
• Has presence
• Has positive impact and influence
• Uses financial and other analytical framework
• Generates, innovative options
• Adapt plans to suite changes
• Builds long term Brand Loyalty
• Seeking continuous improvement opportunities

Delivering Shareholder Value

• Takes a helicopter view and keeps in focus
• Understands and knows the business market
• Clearly understands effective operating of a hotel
• Development and implementation strategy
• Adapts strategies to changes
• Aligns plans to strategies
• Continuously seeking new opportunities

Playing by the Rules

• Operates ethically
• Removes blockages
• Understands and uses performance management
• High level of personal integrity
• Balances the needs of fellow colleagues and the company

Acting with responsibility

• Establishes accountability for self and others
• Can identify core issues and problems
• Balances intuition and good business sense.
• Takes and manages risk and change
• Emotionally stable and mature
• Accepts feedback
• Coaches’ Others
• Manage responsibilities

Additional Core Competencies:

Reading, writing and oral proficiency in the English language. Must be willing to work a flexible schedule 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 operation knowledge. Must have basic knowledge of computer programs including Excel, Microsoft Word and Microsoft Office administration, and Internet applications. Must be a graduate from an accredited school with a massage or face or manicure/pedicure license or a combination license 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, able to network with contacts relevant to Recruitment of therapists and Spa Industry. Lead by example and be a mentor for therapists to follow. Must have technical awareness and knowledge of a wide variety of treatments particularly for the face and body. 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. Must have knowledge of leadership techniques. Must be capable of training therapists. Must understand the current legislation in regard to State and local laws for therapists. Must have excellent time management and multi-tasking capabilities. Must have aptitude for working comfortably with Press and Media.

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

*   Picking up boxes with salon product, retail product, massage beds and toweling.

Repetitions:     

*   Sitting: 0 hour per day

*   Standing/walking: 8 hours per day

*   Stair climbing: 3x day

*   Squatting/kneeling: frequently

Sensory:          

*   Sight for using a computer, doing paperwork and observing guest.

                        *   Must be able to climb stairs

                        * Ability to perform spa treatments