Spa & Wellness Assistant Manager

About the Hotel

The Mandarin Oriental in Doha is situated in the bustling Msheireb Downtown area, facing the open-air town square "Barahat Msheireb," surrounded by a variety of retail, dining, entertainment, and cultural options. This elegant and intimate urban retreat elegantly merges traditional Qatari culture with modern design, offering 249 rooms, suites, and serviced apartments, nine diverse dining venues, a luxurious spa inspired by ancient Eastern wellness traditions, a rooftop pool with sweeping views, and multiple unique event spaces.

Our Mission and Values

We are dedicated to thoroughly delighting and satisfying our guests, driving continuous improvement, making positive impacts daily, and striving to be the very best. Our principles focus on delighting guests and colleagues, fostering collaborative teamwork, acting responsibly, and aspiring to excellence.

Role Overview

The Assistant Manager for Spa Operations will be responsible for managing all aspects of the spa and wellness center, ensuring smooth daily operations and excellent guest and colleague experiences.

Key Responsibilities

• Communicate and enforce all corporate and hotel policies and standard operating procedures among team members.
• Ensure compliance with the hotel's Code of Conduct, adhering to all laws, regulations, and requirements in all business decisions and actions.
• Support and contribute to the Mandarin Oriental Doha Human Resources Strategic Policy and related initiatives.
• Champion learning and development programs for all colleagues.
• Consistently maintain standards set by LQE, MOQA, and Forbes.
• Protect confidential and personal information of guests, customers, and colleagues, disclosing data only with proper authorization.
• Monitor and prevent inappropriate use of hotel IT resources, with serious violations subject to dismissal.
• Adhere to the Safe, Sound & Sustainable policies of Mandarin Oriental.
• Follow the Social Media Policy and accept responsibility for all personal or professional online content.
• Maintain a zero-tolerance approach to harassment and discrimination of any kind within the workplace.
• Serve as an ambassador representing the hotel at all times.
• Carry out other operational duties as assigned by management.
• Manage daily spa operations, including guest and staff interactions.
• Develop strategic staff rostering for Spa Concierge and attendants according to operational needs.
• Handle spa reservations and respond to guest inquiries as needed.
• Conduct daily walkthrough inspections to ensure SOP and Management on Duty tasks are completed throughout the spa.
• Respond to guest inquiries via phone, email, and in person within 12 hours.
• Verify appointment details carefully for accuracy and optimal scheduling to maximize therapist availability and revenue.
• Represent the spa by meeting with VIP guests, journalists, and special visitors in the absence of the Senior Director.
• Arrange internal and external mystery shopper visits to monitor and maintain high quality standards.
• Lead refresher training sessions for Spa Concierge and attendants, focusing on departmental SOPs.
• Oversee training documentation and ensure continuous tracking and updating of the Training Matrix.
• Prepare and submit monthly training plans to the Learning & Development Manager.
• Manage end-of-month spa retail inventories and report findings to the Senior Director.
• Support month-end closing report preparation in the Director’s absence.
• Maintain well-stocked and attractively displayed retail products at the spa and boutique at all times.
• Initiate purchase requests for retail and professional products through the Moreton Bay system.
• Update the spa’s guest database in SpaSoft and forward it bi-monthly to the Marketing Communications department.
• Regularly inspect spa equipment and facilities to ensure safety and prevent losses due to wear and tear, adhering to Safe, Sound & Sustainable policies.
• Review and follow up on HOTSOS work order reports to ensure timely maintenance and repairs.

Additional Information

The hotel emphasizes responsible business practices, inclusivity, and compliance with all regulatory and internal standards. The role requires acting with integrity and professionalism, supporting continuous training, and maintaining a safe and welcoming environment for guests and colleagues alike.