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 and Fitness & Wellness operations.
Responsibilities
General
Ensure effective implementation of the IMS policy and procedures
Ensure continuous training and awareness of the IMS system
Ensure OTPs are monitored and acted upon
Identify areas of improvement through CPAR or suggestions
Ensure operational compliance to legal regulations and other requirements
Identification of new activities that are in relation to EASI and HIRADC.
Personnel Management
Perform annual performance review on all Spa and Fitness Center colleagues. Encouraging and coaching the development of employee potential
To be responsible to oversee the recruitment, induction, training development, appraisal and discipline of all Spa and Fitness Center colleagues
It is necessary to have a clear understanding of personnel rules in accordance with MOHG human resources policies
Setting achievable goals for Spa and Fitness Center colleagues, to include budget and retail goals per department, established with Spa Management Team
Will be responsible for timely documentation and the discipline of the staff members in accordance with Progressive discipline procedures outlined in Human Resource Policy & Procedure Guide
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 and Fitness Center colleagues
Review treatments and SOPs. Responsible for maintaining the high standard of Treatment, Service and attention to detail within the Spa and Fitness Center facility
Meet with all new Department Heads and give a tour of the Spa and Fitness Center facility 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.
Interview prospective candidates for various positions in the Spa and Fitness Center by following strict guidelines and criteria set up by Human Resource
Spa and Fitness Center Operations
Responsible for the setting down and instigating of all policies and objectives within the Spa and Fitness Center Department
Spa and Wellness Manager takes reservations when necessary
Dealing with dissatisfied or disgruntled guests and members
Responsible for motivating retail sales and ensure that all sales are recorded accurately
To supervise and conduct the safety or users and equipment of the Spa and Fitness Center and to ensure that the Safety & Health 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 and FLHSSE (Fire, Life, Health, Safety, Security and Environment) reports and it is expected that Mandarin Oriental, Kuala Lumpur achieves high scores
Spa and Wellness Manager determines whether the facility is up to date on criteria necessary for a 5 star or 5 diamond rating
Review trolley, closets, upkeep and ALL equipment on a regular basis
Overseeing service and appearance. Walking Spa and Fitness Center facility including Swimming Pools and surrounding areas to review Standards and Procedures and the operational status of the facility
Reading through the many essentials e-mails that deal regarding the Spa and Fitness Center department, meetings, groups, and VIP’s. Also, replying to guest, members, 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
Departmental Meetings
Prepare and present monthly meeting for ALL spa colleagues. Minutes need to be provided to HR and filed in the Spa. Ensure that any colleagues, who were excused from the meeting, read the minutes
Prepare the agenda for weekly planning meeting for Spa and Fitness Managers / Supervisors. Minutes need to be provided to HR
To ensure operational flow, discuss any issues, and provide information of special attention guest and groups that may be in house
Review log of training completed by all managers. Review monthly training schedule
Discuss the following categories: Marketing, Personnel, Operations, and Financials
Overall review of the Spa and Fitness Center
All department heads for Mandarin Oriental, Kuala Lumpur meet to exchange information and keep open lines of communication
Attending morning communication meeting, group resume meeting, communication meeting and other meetings when required
Customer Relations
To deal with any problems, enquiries and complaints from Spa and Fitness Center clientele
Inventory
Review stock checks at the end of month for financial reports
Ensure that purchasing is aligned with budget
Inventory Management with Materials Manager and Spa and Wellness Manager
Product line selection with Director of Rooms and Materials Manager
Equipment selection to accommodate efficiency and effectiveness of the Spa and Fitness Center
Replacement of items due to wear and tear
Planning and Preparation
Special guests and VIP’s with special needs
It is essential to keep abreast of any developments in the spa industry
Frequent competitor analysis is necessary
Strategic planning for assigned projects by organizing committees and following up with goals established on set time lines
Responsible for setting departments annual goals by January each year
Responsible for communicating this plan with Spa and Fitness Center Team. It is necessary to create a timeline or set monthly goals
On occasions, it is necessary to determine contingency plans when business is exposed to unusual factors such as war, poor economy or hurricanes
Develop Spa and Recreation marketing plan and its activities together with the Director of Rooms and Director of Communications and be responsible for the execution of the plan
Responsible for promoting the spa to maximize profitability
It is necessary to be proactive and determine when new marketing ideas need to be developed speedily to encourage business
Review daily revenue updates and financials produced by Accounts & Finance daily
Together with the Group Spa team, a thorough business review will be performed to ensure the continued success of the Spa
To prepare reports for the Director of Room for the need for new developments or changes to existing policies or objectives to keep abreast of market developments and new projects/services available
Communication
Public Relations activities for the Hotel
Establishing advertising and promotional material for the Spa and Fitness Center
