The Company Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world’s most prestigious hotels and resorts. The Group now operates or has underdevelopment over 40 hotels with more than 11,000 rooms in 25 countries in key business and leisure destinations. The Hotel Our award winning property, in the nation's capital, is situated on D.C.'s growing South West waterfront. Commanding monumental views, the property offers 400 guest rooms including 54 suites, extensive event space, and our Forbes Four Star Rated Spa at Mandarin Oriental. Mandarin Oriental, Washington D.C. welcomes individuals who are guest centered and are committed to making a difference every day; continually getting better to keep us the best.
Strategic Intent The Director of Spa and Wellness will lead the business operation of the Spa, Pool and Fitness facilities and ensure the successful service delivery of Mandarin Oriental standards and uphold its world renowned reputation of a leader in the luxury spa experience. Scope of Position The Spa Director has the oversight of the successful financial performance and guest service performance of the Spa Operation. Organizational Structure The Director of Spa and Wellness will report to the Hotel Manager and oversee all aspects of the Spa, Pool and Fitness facilities. Duties and Supporting Responsibilities • Coordinate the organization and administrative functions in the Spa Division. Ensure that all Spa reports and data are submitted on time to the relevant corporate and hotel offices. • Ensure total compliance with standards of operation and LQE standards of service at all times throughout division. • Ensure that staffing is maintained at an appropriate level to match business demand. • Participate in all regular and ad hoc operational meetings as required. • Participate in the formulation of strategic business plans for the hotel. • Leads the Spa operation in the commitment to follow all local and corporate policies and procedures as they relate to the Spa and hotel. • Establish monthly reporting system to monitor; Key Performance Indicators, operational expenses, project updates, LQE activities and other related tasks. • Handles all guest complaints expeditiously to complete resolution. • Manage projects and any other reasonable duties as required by hotel management. • Oversee fitness center and pool facilities to ensure compliance with MOHG standards. • Provide direction and supervision to the lifestyle boutique; create awareness and emphasis on retail and product offerings of the spa. In the discipline of human resources, job duties shall include: • Oversee Spa candidate selection and staffing. • Oversee staff performance of all Spa colleagues. • Develop middle management and supervisors through coaching within the Spa Division. • Ensure that the appraisal and succession planning systems and deadlines are utilized and adhered to. • Complete ownership for the ongoing training requirements in the division. • Ensure that disciplinary procedures are undertaken fairly and in accordance to hotel policies. • Lead by example and be a mentor for all spa colleagues to follow. • Ensure all colleagues participate in training for treatment & facial protocols in compliance with MOHG Corporate Spa directives. In the discipline of finance, job duties shall include: • Closely monitors on a daily, weekly and monthly basis the financial performance of the Spa operation providing solutions to improve problem areas and assisting in implementing corrective measures. • Participates in the preparation of the annual budget and marketing plan, taking ownership for the Spa Division. • Preparation of Spa Annual Capex plan and management of Capex projects and expenditure. • Contributes to the hotel's overall financial performance. • Provides monthly forecast of all Spa revenues and expenses for the next three months. • Ensure operations meet all relevant and established MOHG Audit requirements. In the discipline of information technologies, job duties shall include: • Research innovative new technology solutions in the Spa field. • Work with the IT department to ensure that all hardware is operational and updated. • Annual maintenance of the contingency systems that support IT&T equipment and systems. In the discipline of public relations/sales & marketing, job duties shall include: • Participates in public relations activities or other promotional activities designed at enhancing the image and profitability of the Spa department of the hotel. • Works with Sales and Public Relations to manage the roll out of the annual promotional schedule and to create additional programs or promotions to improve the profitability and image of the Spa operation. • Monitors and analyses the competitor operations in order to assess their activities and trends and to ensure top level performance in the Spa industry. • Review and analyze market trends globally and locally in order to keep up to date in our own operation. • Work closely with Director of Engineering to oversee maintenance of all Spa areas as required. • To ensure that the safety levels required in the pool operation are adhered to at all times. • Consistently strive for a higher level of achievement both personally and professionally.
Requirements Mandatory • Minimum 5+ years' experience in a director role at a hotel spa; luxury segment experience strongly preferred. • Strong technical aptitude and knowledge of spa operations. • Demonstrated superior knowledge and command of spa product lines and treatment protocols. • Knowledge of specific spa industry applications and operating systems (such as Spasoft). • Must understand the current legislation and licensure in regards to State laws for therapists. • Must have knowledge of current spa trends in the industry. • Must be able to relate to all levels of management and colleagues. • Must have excellent interpersonal and communication skills, able to network with contacts relevant to the Spa . • Reading, writing and oral proficiency in the English language. • Must be willing to work a flexible schedule in order to accomplish all major responsibilities and tasks. • Self-motivated. • Experience with directing moderate to large workforce (20 + employees). • Strong mathematical skills and ability to navigate through a complex P&L. • Computer literacy to include: Excel, Microsoft Word, Power Point, Microsoft Outlook. • Must possess ability to coordinate multiple tasks with accuracy and ease. • Must possess strong organizational skills. • Excellent communication skills both written/verbal. • Problem solver. • Possess high degree of stamina, agility and flexibility. Desirable • Prior retail experience preferred. • Four year college degree preferred. • Prior operational experience as a therapist and/or esthetician preferred. Success Profile for this Role (Hotel Competencies) Customer Focus Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information (or preferences) and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with both internal and external customers and gains their trust and respect. Developing Others Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each person's career goals; constructs compelling development plans and executes them; encourages people to accept developmental moves; will take on those who need help and further development; cooperates with the developmental and talent management system in the organization; is a people builder. Drive for Results Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results. Ethics and Values Adheres to an appropriate (for the setting) and effective set of core values and beliefs during both good and bad times; acts in line with those values; rewards the right values and disapproves of others; practices what he/she preaches. Integrity and Humility Is widely trusted; is seen as a direct, truthful individual; keeps confidences; admits mistakes and flaws. Can get things done quietly without unnecessary noise; is careful to make others comfortable; is authentic; helps others save face in difficult situations; maximizes the contribution of all; encourages the expression of viewpoints from all concerned; is modest and self-effacing; respects the views of others. Interpersonal Savvy Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably. Developing Self Is personally committed to and actively works to continuously improve him/herself; understands that different situations and levels may call for different skills and approaches; works to deploy strengths; works on compensating for weakness and limits. Picks up on the need to change personal, interpersonal, and managerial behavior and seeks feedback. Composure Is cool under pressure; does not become defensive or irritated when under pressure or when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn't show frustration when resisted or blocked; is a settling influence in a crisis. Directing Others Is good at establishing clear directions; sets stretching goals; distributes the workload appropriately; lays out work in a well-planned and organized manner; maintains two-way dialogue with others on work and results; brings out the best in people; is a clear communicator. Functional and Technical skills Has the functional and technical knowledge and skills to do the job at a high level of accomplishment. Building Effective Teams Blends people into teams when needed; creates strong morale and spirit in his/her team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team. Organizing Able to marshal resources (people, funding, material, support and time) to get things done; can orchestrate multiple activities at once to accomplish a goal; uses resources and time effectively and efficiently; arranges information in a useful manner. Sets clear goals and responsibilities, monitors progress and results. Problem Solving Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers. Makes good decisions based upon a mixture of analysis, wisdom and experience. Each of the items listed is considered an essential function of the position. However, the duties, responsibilities and requirements presented in this job description are intended to be broad based and high level and should not be construed as an exhaustive list of all roles or responsibilities for the position. The Company reserves the right to alter the duties and responsibilities of the position. It is Company policy to comply with the Americans with Disabilities act, including by providing reasonable accommodations that do not constitute an undue hardship on the Company. Employees or applicants should direct requests for accommodation to Director of Human Resources.