The Hotel

With 326 guest rooms and 31 suites, Mandarin Oriental, Miami is located in Brickell Key and is a prime location for both business and leisure guests. It is an urban resort in the heart of Brickell with a Forbes Five Star Spa.

Scope of Position

It is the mission and intent of this position that the incumbent will take full responsibility for all aspects of the Spa concierge and attendant team, Spa reception area and Karma retail team.

Organisational Structure

The Assistant Spa Manager will report directly to the Director of Spa. The functional positions of the Operations Assistant Spa Manager, will be reporting to the Spa Director. The functional positions of Spa Supervisors will also report to Spa Director.

Duties and Supporting Responsibilities

Training

• Coordinate training needs for concierges with Spa Operations Manager
• Hands on training on retail products and vendors to ensure well informed purchasing decisions can be offered to guests.
• Review that SOP’s have been taught by Operations Manager and standards have been met. Conduct interim training as needed.
• Guide the team on how to handle difficult situations and challenging guests.
• Explain and assist concierges in dealing with suspicious or fraudulent behaviour by guests.
• Maintaining that all concierges LQE knowledge and daily execution of the LQEs is consistent.
• Ensure spa participation for the spa concierge and attendant team in Hotel and special trainings (CPR, Sales Training etc).
• Ensure sales techniques for both treatment recommendations and retail products are followed and training scheduled accordingly.

Spa Operations

• Ensure concierges are guided in a warm and professional environment in order to be able to provide our guests with excellent service while catering to guests’ unique needs and preferences.
• Review and revise treatment reservations daily, and ahead, to maximize treatment revenue.
• Anticipate guest needs and operational challenges and action remedies to avoid future challenges.
• Oversee the spa concierge team and their performance.
• Assist Spa Director with daily review of the Spa retail boutique and Karma, including monitoring stock levels and displays.
• Encourage homecare sales in order to drive revenue and brand recognition.
• Encourage repeat guest reservations to drive revenue and care of guests’ wellbeing.
• Oversee MOHG Gift card program for the Spa with assistance from Spa supervisors.
• Ensure all promotional offers are communicated to spa concierges and guest checks accurately reflect the promotional codes to track success of each promotion.
• Create incentive programs to motivate concierge team and drive revenue, with the assistance of supervisors.
• Ensure communication is open and clear between colleagues and the management team.
• Ensure line ups are held daily for spa concierges and attendants.
• Act as Spa Manager on Duty.
• Assist with dissatisfied or disgruntled guests for immediate and long term solutions.
• Assure that errors in the service delivery process are corrected and praise performance.
• Responsible for timely documentation and the discipline of the staff members in accordance with progressive discipline procedures outlined in Human Resource Policy & Procedure Guide.
• Create an effective schedule that meets the needs of the spa as a business and taking into consideration colleague’s availability and school schedules where applicable. Modify according to the changes in business levels.
• Prepare and discuss midyear reviews, annual reviews and goals with concierge team with assistance from Spa Operations Manager and Spa Director.
• Give feedback to Spa Manager for concierge and attendant team for 90 day reviews.
• Ensure all therapists are being booked in a suitable room. Ensuring that the suites are used to the maximum potential
• Edit clock times in Time Saver when needed. Follow up with colleagues for errors and discrepancies.
• Participate and prepare for departmental meetings.
• Attend weekly Spa Managers’ meeting.

Interviews

• Meet with spa concierge candidates to help select the best available new colleagues.
• Meet with spa attendant candidates to help select the best available new colleagues.
• Meet with retail clerk candidates to help select the best available new colleagues.

Inventory and Purchasing

• Maintain perpetual inventory by preparing monthly retail EOM reports and conduct quarterly physical count for retail products for Spa retail and Karma.
• Prepare select purchase orders in a timely manner to ensure retail stock is available as needed to conduct business, ensuring competitive pricing is obtained.
• Ensure stock/displays are rotated and displays kept pristine at all times.
• Receive and verify retail deliveries and accurately enter items and quantities in Spasoft inventory as needed.
• Ensure receiving documents and purchase orders for retail purchases are matched and processed to ensure accurate record keeping.
• Assist with conducting end of month review of GL accounts postings and billing for accuracy.

Group Reservations

• Follow up on group reservation requests and offer professional proposals. Reach out to meeting planners to solicit business when applicable.
• Plan and execute group reservations according to business standards.
• Liaise with Hotel CCS Team to ensure successful events.
• Responsible for execution of Mindful Meetings offerings and execution.

Planning and Preparation

• Review Spasoft reservations to ensure treatment sequence is correctly booked and colleagues have timely breaks.
• Ensure services are distributed to enhance guest comfort and even and fair load for therapists.
• Maximize revenue potential by reviewing therapist availability and suite reservations.
• Ensure paper goods supplies are in stock and well organized, with the assistance of Spa Supervisors.
• Ensure sick days, vacations and personal days are entered in Ascentis prior to bi-weekly payroll deadlines.
• Update standards and logs as required by FLHSS by MO pertaining to reception/reservations area.