Spa Operations

• Responsible for the setting down and instigating of all policies and objectives within the spa
• Spa Director takes reservations when necessary
• Dealing with dissatisfied or disgruntled guests
• Responsible for motivating retail sales and ensure that all sales are recorded accurately
• To supervise and conduct the safety of users and equipment of the spa and to ensure that the Health and Safety Policy and procedures are implemented and monitored in particular with relation to cleanliness and hygiene
• Assuring that mistakes mentioned are corrected and discuss procedures that were performed correctly
• All hotels within MOHG are scored on Mystery shopper reports and it is expected that Mandarin Oriental, Macau achieves high scores
• Spa Director determines whether Spa is up to date on criteria necessary for a 5 star or 5 diamond rating
• Review trolley, closets, upkeep and equipment
• Overseeing service and appearance. Walking spa to review spa Standards and Procedures and operational status of the Spa
• Reading through the many essentials e-mails that deal regarding spa, meetings, groups, and VIP’s. Also, replying to guest, vendor, sales and colleague e-mails.
• Frequent checks of equipment and facilities to ensure safety and prevent loss of equipment due to negligence or wear and tear

Training

• Signoff on TCI’s completed by Legendary trainers to ensure that standards and procedures have been understood
• Pass on any learned knowledge from shows or training, thereby being an avenue for industry information
• Review that SOP’s are continuously current and correct for all spa colleagues
• Regularly done to review treatments and SOPs. Responsible for maintaining the high standard of Treatment, Service and attention to detail within the spa
• Meet with all new heads of departments and give a tour of the spa and explain the philosophy and culture of the Spa. Relate the training to their point of view. If available schedule a treatment to allow clear understanding of Spa experience and how to relate this to a guest