Supervise the lifeguards and pool/beach butlers to include their on and off the job training, daily attendance, grooming, coaching, appraisals and personal development plans and ensure that a high standard of service is maintained throughout the Spa
Ensure that all Mandarin Oriental Guiding Principles and Pillars are adopted, respected and inculcated amongst all Spa Concierge
Responsible for the daily operations of the recreation area (pool and beach) including guest interactions
Ensure the premises are maintained and set up in a professional way, keeping the Mandarin Oriental standards as a
Focus on continually improving service, standards, new ideas that bring about efficient day to day operation at the recreation area
Conduct regular walkthroughs to ensure that all SOPs and tasks are addressed throughout the team, premises and all equipment are set up and maintained as per the Mandarin Oriental standards
Ensure the cleanliness, neatness, tidiness of the recreation area (e.g. kids' club, pool/beach) in accordance with the Mandarin Oriental standards
Conduct a regular stock check/inventory of all products, supplies, equipment with the Spa Operations Manager, maintain stock levels and ensure excellent working condition and raise the necessary Purchase Requests considering the procurement process as well as lead time for receipt of the items; maintain all departmental assets and ensure that all items are cleaned, checked out, and returned to the appropriate storage area, ensure keys are well controlled keeping in mind safety and security of the spa premises
Perform pre-operational inspections of recreation areas and communicate any items of note
Ensure presence in the recreation area; warm, friendly, welcoming and ready to give new guests tours and explanation of our offerings; receive feedback from guests on daily basis and assist in the smooth flow of the guests' journey throughout the day
Perform various administrative responsibilities for the lifeguards, pool/beach butlers' such as preparation of schedules, break and if required rotate Colleagues fairly in order to ensure position coverage, increased productivity as well as maintaining Colleagues well-being; overseeing incoming and outgoing guest and spa colleagues business-related emails and prepare as well as distribute reports accordingly
Ensure the shift checklist is completed; stay current with developments in the hotel/ spa operations by reviewing the communication log book each shift; update log book for next shift
Ensure that guests feedback is entered and monitored accordingly; address any concerns and work towards continuous improvement and support company's philosophy and company culture through the use of Departmental Legendary Quality Experiences on a daily basis to ensure Guest Satisfaction and the achievement of our Mission Statement
Train newly-joined colleagues of the department of the safe operation of equipment and familiarization of departmental policies and procedures, as per Colleague Training Record guidelines
Plan, book and deliver on and off job training as required to ensure best possible service standards as well as Colleague development
Coordinate with Training department for any training needs, represent the department and attend Trainers meeting and training audits
Monitor training hours of Colleagues; maintain and submit training records/reports as per schedule
Conduct Colleague performance appraisals in a timely, fair and constructive manner in order to promote their personal and career growth
Participate in daily operations alongside their Colleagues setting a positive example of maintaining a thorough understanding of Spa & Wellness operations, rates, offerings etc.
Foster a harmonious atmosphere among Colleagues in their area and brings team members together through constant communication and team activities
Openly communicate appropriate and useful information through various channels to include department meetings and briefings
Ensure all departmental checklists i.e. opening and closing checklists are being consistently completed, any required follow-up action is initiated and forms/records are being filed appropriately
Deal with any internal or external customer requests and issues that are beyond the scope of their front line colleagues
Coach and discipline Colleagues in a fair and consistent manner in order to motivate and improve performance
Review satisfaction results for their areas and identify any trends and share observations and suggestions with Manager
Communicate all messages/pertinent information promptly and to keep the Fitness & Wellness Manager informed as to any guests' incidents, concerns and other unusual events and circumstances and respond to such situations as necessary or/and as directed
In the absence of Spa & Wellness leaders, meet up with VIPs, journalists and invited guests and maintain close coordination with Sales and Marketing, provide regular updates, new initiatives and address social media network analysis and action plans to buffer our social media presence
Serve as a public relations representative; keep self updated on all local events, sights, restaurants, activities etc., in order to provide guests with updated information/assistance and maximize guest satisfaction and utilization of hotel facilities by promoting hotel restaurants and other services
Maintain close coordination with the entire Spa & Wellness team in fulfilling great customer service
Serve as a first responder in the emergency action plan
Conduct safety audits daily and record results as directed and conduct any other related duties as assigned by the department
Education & Certificates
Senior School qualification or equivalent is a must
Hotel school graduates will be preferable
Experience
Minimum 1-2 years' experience in the same position and has worked in a reputable 5-star hotel
Work experience in Hospitality, Customer Service
Previous experience working in the Middle East Region is an advantage
Minimum 2 years experience working in a 5-star hotel environment
Pre-opening experience is beneficial
Skills
Professional in MS Word, Excel and PowerPoint software programs
Effective verbal and written communication skills in English; Arabic would be desirable
Interpersonal skills to deal effectively with all business contacts
Ability to understand guest needs and expectations and to deliver superior customer service with little input from others
Mature and outgoing personality with excellent interpersonal skills
