[{{ $ctrl._job.status.name | translate}}] Spa Manager
Mandarin Oriental Jumeira, Dubai


Job description

Mandarin Oriental Hotel Group

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world.

Increasingly recognized for creating some of the world’s most sought-after properties, the Group provides 21st century luxury with oriental charm. Above all, Mandarin Oriental is renowned for creating unique hotels through distinctive design and a strong sense of place, luxury hotels right for their time and place. 

Mandarin Oriental, Dubai

Envisaged as an unparalleled luxury urban beach resort that will distinguish itself by redefining privilege and privacy. The resort will be located mid-way between the entrance to Jumeirah Road from Old Dubai and the iconic Burj Al Arab.

Scope of Position

Spa Manager is to maintain high levels of service and all training aspects of the Spa treatments and products.  While at the same time ensuring levels of service are compliant with the standards outlined by the Group Spa division.

  1. Departmental:

Manager on Duty

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

Spa Operations

  • In the absence of the Director of Spa, the Spa Manager will be in charge of the daily spa operations which includes but not limited to guest complaints, therapist needs, telephone calls and Spa reception.
  • Complete Spa and Fitness tour to review standards, procedures and operational status.
  • Coordinate scheduling of duty rosters, annual leave and bank holidays for all colleagues.
  • Review treatment rooms which include: treatment trolley, closets millwork, linens, treatment beds and equipment upkeep on a daily basis to ensure all standards are met.
  • Responsible for motivating retail sales and ensure that all sales are recorded accurately.
  • Responsible for timely documentation and the discipline of the colleagues in accordance with progressive discipline procedures outlined in Human Resources Strategic Policy.
  • Reading and replying to the many essential emails, regarding Spa, meetings, groups and VIP’s.
  • Professional treatment room inventory checks.
  • Professional product inventory checks.
  • Accountable for all professional stock in the spa and store room.
  • Ensuring all therapists are booked in the correct room. Ensuring that the treatment rooms are used to the maximum potential.
  • Keeping track of the training hours of the therapists.
  • Frequent checks of equipment and facilities to ensure safety and prevent loss of equipment due to negligence of wear and tear.


  • Ensure purchasing requests are submitted once per month or once every three months for all professional products.
  • Ensure the end of the month inventory is completed in SpaSoft.
  • Assist in the evaluation of current products and new product lines for professional and retail use.

Departmental Meetings

  • Daily briefings with therapists.
  • Monthly meetings with all Spa colleagues. A written agenda must be prepared and Spa Manager will ensure written minutes are distributed to all spa colleagues and Human Resources following the meeting.
  • Attend all Operations meetings when the Director of Spa is not on the property.


  • Ensure KPIs are updated at the end of each month.
  • Review the spa treatments turn away reports regularly to ensure the maximisation of therapist time and that all financial objectives are being met.
  • Assist Director of Spa with compilation of yearly budget.
  • Assist Director of Spa with monthly statistic reports.
  • Calculate tips, retail commission day by day – appointment by appointment.
  • Oversee monthly incentives for the Spa colleagues.
  • Work with Director of Spa and vendors to create exciting incentive programmes for the team.
  • Ensure all professional invoices are accounted for and paid.
  • Check daily figures to keep on top of spa revenue.


  • Conduct induction trainings for new therapists within the spa.
  • Conduct treatment training of Mandarin Oriental Signature Spa therapies, Oriental Harmony and Spa Journeys.
  • Signing off the spa monthly training calendar.
  • Refresher training for all therapists to ensure comfort in the treatment descriptions to guests.
  • Ensuring all Mandarin Oriental Signature treatments refresher training is conducted on a regular basis.
  • Review that Standard Operating Procedures (SOP) have been taught and standards are met.
  • Review of all Departmental Learning Checklists for all therapists are in order and training hours are tracked. Update Training Matrix accordingly.
  • Continuous retail training for the entire team.
  • Organise mystery shoppers to help increase and stay consistent in terms of quality standards.
  • Keep your own knowledge in line with the industry.
  1. Customer Focus:
  • Handling guest complaints in regards to treatments and therapists.
  • Co-ordinating Lifestyle Consultation form with guests where unusual medical circumstances could interfere with Spa treatments chosen.
  1. Colleague Relations:
  • Conduct induction trainings for new therapists within the spa.
  • Conduct therapist probations, midyear and year end reviews.
  • Responsible for timely documentation and the discipline of the colleagues in accordance with progressive discipline procedures outlined in Human Resources Strategic Policy.
  • Interview and trade test for all prospective therapists for the spa.
  • Manage the duty roster of all Spa therapists/specialist.
  • Monthly training plans to be sent to Learning & Development Manager.
  1. Administrative Duties: 
  • Follow up on maintenance issues within the spa and treatment rooms in HOTSOS.
  • Conduct weekly walk through with assistant chief engineer on outstanding maintenance issues.
  • Review comments in LRA and TripAdvisor with the relevant Spa Colleagues.
  1. Additional Duties:

 New Treatment Development

  • Conduct bi-yearly reviews of the treatments and product sales for the spa and check if change is necessary.
  • Responsible for the development of new treatments.
  • Responsible to test and evaluate new product lines with the Spa Director.

Sales and Marketing

  • Liaise with the Communications on journalist bookings.
  • Conducting interviews with journalists when is required.
  • Assist Director of Spa in the development of the new Marketing Plan and Event Planner.
  • Develop Spa promotional plan in liaising with Director of Spa.

Education & Certificates

  • NVQ level 3 in Beauty Therapy or equivalent CIDESCO, BTEC


  • Therapy experience essential – 3-5 years Spa Management
  • Spa knowledge and experience in a five-star luxury hotel environment is essential
  • Pre-opening experience is a MUST


  • Must possess a strong knowledge of computer programs such as Microsoft Office, Windows, Outlook, Spa Soft
  • Strong leadership skills
  • Strong communication skills
  • Ability to share knowledge with Colleagues
  • Ability to apply knowledge to new situation
  • Ability to work as part of a dedicated and passionate team
  • Excellent personal presentation and interpersonal skills
  • Experience of financial planning and management


See description

Job type
Dubai, United Arab Emirates
Spa & Wellness
Starting in
As soon as possible

Mandarin Oriental Jumeira, Dubai

With a pristine oceanfront setting, Mandarin Oriental Jumeira, Dubai is a stylish urban resort overlooking the clear blue waters of the Arabian Gulf and Dubai’s glittering skyline, which is dominated by Burj Khalifa, the tallest building in the world. The hotel's beachfront location and open air facilities are designed to bring a new level of relaxed luxury to the city.

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