Spa Treatment Manager

Mandarin Oriental New York is looking for a Spa Treatment Manager to join our Spa and Wellness team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.

Mandarin Oriental Hotel Group is the award‑winning owner and operator of some of the world’s most luxurious hotels, resorts and residences located in prime destinations around the world. Increasingly recognised for creating some of the world’s most sought‑after properties, the Group provides legendary service inspired by Asian heritage while representing the very cutting‑edge of luxury experiences.

A stunning fusion of modern design with stylish oriental flair, Mandarin Oriental, New York features 244 elegant guestrooms and suites — all with breath‑taking views of Manhattan and Five‑Star hospitality. Luxurious amenities include the MO Lounge, all‑day dining overlooking Central Park and the Manhattan skyline; a 14,500 square‑foot Five‑Star Mandarin Oriental Spa; and a state‑of‑the‑art fitness centre with a 75‑foot lap pool.

In addition, there is premium meeting and event space, including a 6,000 square‑foot pillar‑less ballroom with three walls of windows overlooking Central Park.

Based at the Mandarin Oriental within the Spa and Wellness Department in New York City, the Spa Treatment Manager is responsible for, but not limited to, the spa therapists and functions. The direct functionality of the Treatment Manager is to maintain high levels of service and all training aspects of the Spa treatments and products while ensuring levels of service are compliant with the standards outlined by the Group Spa division.

The Spa Treatment Manager reports to the Director of Spa and Wellness.

• Conduct induction trainings for new therapists within the spa.
• Conduct treatment training of Mandarin Oriental Signature Spa therapies.
• Ensure Treatment Supervisor are kept up to date with the treatment knowledge/treatment changes.
• Refresher training for all therapists to ensure comfort in the treatment descriptions to guests.
• Ensure all MOHG signature training/AA training is conducted on a regular basis.
• Review that SOPs have been taught and ensure that standards have been met.
• Regularly train on the spa SOPs with all spa staff.
• Keep your own knowledge in line with the industry.
• Continual retail training for the entire team.
• Organise mystery shops to help increase quality standards and scores, i.e. LRA, Forbes.

• Therapist needs, telephone calls, reception desk, guest complaints.
• Complete spa and fitness tour to review standards, procedures and operational status.
• Coordinate scheduling of therapists.
• Review treatment rooms which include: treatment trolley, closets upkeep, millwork, linens, treatment beds, equipment upkeep on a daily basis to ensure all standards are met.
• Motivate retail sales and ensure that all sales are recorded accurately.
• Read through & respond to the many essential emails that deal regarding spa, meetings, groups, and VIPs.
• Reply to guest, vendor, sales and colleague emails.
• Professional treatment room inventory checks.
• Professional product inventory checks.
• Accountable for all professional stock in the spa.
• Ensure all therapists are booked in the correct room and that the treatment rooms are used to maximum potential.
• Keep track of and 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.

• Daily briefings with therapist team to prep for day.
• Weekly meetings with Spa Director.
• Attend weekly meeting with Spa Director and Assistant Spa Director.
• Quarterly therapist meetings. This meeting will address policies, procedures, scheduling and any concerns that the team members have regarding the spa operations.
• Attend weekly hotel operations meetings when the Spa Director or Assistant Spa Director are not on the property.

Interview and trade test for all prospective…