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Spa Asst. Manager
Boston, MA
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Job Description
Spa Assistant Manager
Mandarin Oriental Boston (2008)
US - MA - Boston
Position
Summary Scope of Position
The Spa Assistant Manager is responsible for, but not limited to, the overall spa and fitness staff and functions.
The Spa Assistant Manager will report directly to the Spa Operations Manager.
Purpose:
Under the guidance of the Spa Operations Manager 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 ensure the smooth running of the spa at all times.
Duties & Responsibilities
* Organize and facilitate Concierge training
* Assisting Concierge & therapists with SpaSoft and SMS questions and obstacles
* Describing treatments from a lay persons perspective
* Teaching concierge about all other retail products, except treatment product lines.
* Teaching how to book Spa packages describing the treatments that are included
* Review that SOP's have been taught by Spa Operations Manager and standards have been met
* Ensuring that all spa charging procedures are followed. Initiating accounting procedures. Monitor guest charges and reconciliation
* Training colleagues on complaint resolution
* Maintaining concierge & therapists knowledge of LQE's and that they are well practiced at all times
* Overseeing service and appearance of all equipment
* Be responsible for complaint resolutions when necessary
* Take reservations and check in guests when necessary
* Ensure that all discounted marketing charges for treatments and products and e-mails are handled efficiently
* Introducing the many aspects of a concierges' responsibilities
* Reviewing the book for the day and the following day to ensure that everything is booked correctly and efficiently for revenue maximization
* Follow up and maintenance during MOD shift
* Attend weekly planning meeting for all spa MODs
* To ensure operational flow, discuss any issues. Follow up on Spa packages, special requests and VIPs. Communicate information to all staff
* Assist in taking end of month spa retail inventory
* Ensure that product retail display is fully stocked and well presented at all times
* Assist with special guests, group bookings and VIP's
* Conduct regular walkthroughs to ensure that all SOPs and MOD tasks are addressed throughout the Spa
Required Skills
& Experience 1. Must be willing to work a flexible schedule in order to accomplish all major responsibilities and tasks.
2. Previous experience in Spa management preferrably in comparable luxury market
3. Must be self-motivated.
4. Must work in a safe, prudent and organized manner.
5. Must have basic knowledge of computer programs including Excel, Microsoft Word and Microsoft Office administration, payroll systems, Internet applications and PBX/Switchboard
6. Knowledge of specific spa industry applications is desirable, such as SMS and SpaSoft.
7. Must have a commitment to follow all local and corporate policies and procedures as they relate to the Spa and hotel.
8. Must have knowledge of current spa trends in the industry
9. Must be able to relate to all levels of management and colleagues.
10. Must have excellent interpersonal and communication skills, able to network with contacts relevant to assist recruitment of concierge and business associates in the Spa Industry.
11. Lead by example and be a mentor for spa colleagues to follow. (in particular concierge)
12. Must have technical awareness and knowledge of a wide variety of Spa treatments and products.
13. Must be open to learning about treatments and concepts that derive from other cultures.
14. Must have knowledge of leadership techniques.
17. Must be capable of training.
18. Must be familiar with inventory control and customer care.
19. Must have the ability to remain level headed under challenging
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Experience Required
3 plus years exp
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Last Update
July 08, 2008
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