Spa Operations Manager

Mandarin Oriental Muscat is looking for a Spa Operations Manager to join our Spa team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts, and residences located in prime destinations around the world, with a strong development pipeline. Recognized for creating some of the world's most sought-after properties, the Group provides legendary service inspired by Asian heritage and represents the cutting-edge of luxury experiences.

Mandarin Oriental Muscat

Situated in a prime beachfront location, Mandarin Oriental, Muscat is a chic urban resort offering 150 stylishly appointed guestrooms and suites, five restaurants and bars, a lush Spa, and an outdoor swimming pool. The hotel features a ballroom with spectacular views of the Arabian Sea and various banquet and meeting spaces for social and business events.

For those seeking a luxury living experience, an exclusive collection of 155 Residences at Mandarin Oriental offers legendary service, world-class amenities, and sweeping sea or mountain views.

Manager on Duty

• Reports to the Director of Rooms.
• Responsible for the operations of the entire Spa & Wellness, including guest interactions.
• Review treatments and notes on Spa Soft.

Spa Operations

• Manage daily spa operations, including guest complaints, therapist needs, telephone calls, and Spa reception.
• Conduct Spa and Fitness tours to review standards, procedures, and operational status.
• Coordinate scheduling of duty rosters, leave, and holidays for colleagues.
• Review treatment rooms and equipment daily to ensure standards are met.
• Motivate retail sales and ensure accurate recording of all sales.
• Document and discipline colleagues according to HR policies.
• Handle emails related to Spa, meetings, groups, and VIPs.
• Perform inventory checks for treatment rooms and products.
• Manage stock in the spa and storeroom.
• Ensure therapists are booked correctly and treatment rooms are used efficiently.
• Track training hours of therapists and check equipment regularly for safety.

Inventory

• Submit purchasing requests periodically for professional products.
• Complete monthly inventory in SpaSoft.
• Evaluate current and new product lines for professional and retail use.

Finance

• Update KPIs monthly.
• Review treatment turn-away reports to maximize therapist time and meet financial goals.
• Prepare annual budgets and monthly statistics.
• Calculate tips and retail commissions daily.
• Oversee monthly incentives and create motivational programs.
• Ensure invoices are paid and monitor daily revenue figures.

Training

• Conduct inductions and treatment training for new therapists.
• Sign off on monthly training calendars and conduct refresher courses.
• Ensure SOPs are taught and standards are maintained.
• Track training hours and update training matrices.
• Organize mystery shoppers and stay updated with industry knowledge.
• Handle guest complaints related to treatments and therapists.
• Coordinate lifestyle consultations for guests with medical considerations.
• Follow up on maintenance issues and review comments on review platforms.

New Treatment Development

• Review treatments and product sales bi-yearly.
• Develop and test new treatments and product lines.

Sales and Marketing

• Coordinate with communications for journalist bookings and interviews.
• Develop marketing and promotional plans for the spa.

Skills & Qualifications

• NVQ Level 3 in Beauty Therapy or equivalent (CIDESCO, BTEC).
• 3-5 years of spa management experience.
• Experience in a five-star luxury hotel environment.
• Proficiency in Microsoft Office, Windows, Outlook, Spa Soft.
• Strong leadership and communication skills.
• Ability to share knowledge, work as part of a team, and manage finances.
• Excellent personal presentation and interpersonal skills.

Our commitment to you

• Learning & Development programs to support your growth.
• MOstay program offering complimentary nights and special rates.
• Health & Colleague Wellness initiatives.
• Retirement plans tailored to your service length and role.

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