The Group
Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world’s most luxurious hotels, resorts and residences. Having grown from its Asian roots into a global brand, the Group now operates 39 hotels and six residences in 23 countries and territories, with each property reflecting the Group’s oriental heritage and unique sense of place. Mandarin Oriental has a strong pipeline of hotels and residences under development and is a member of the Jardine Matheson Group.
The Hotel
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 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 center 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. Located in Columbus Circle’s Deutsche Bank Center, Mandarin Oriental, New York is in an idyllic location just steps away from world-class dining, shopping and entertainment, including the Broadway Theater District, Lincoln Center, Central Park, Jazz at Lincoln Center and the shops of Columbus Circle.
Duties & Responsibilities
- Keep work area and public areas clean and organized at all times.
- To ensure that a high standard of service is maintained throughout the Spa.
- Must follow all Standards and Procedures as taught by legendary trainers, Spa Management, Human Resources in reference to the maintenance, cleanliness, and care of the spa public and private space.
- Follow all checklists implemented my spa management as the checklists pertain to the business operation and cleanliness (see attached checklists)
- Follow all FLHSS checklists as they pertain to the business operation and health and safety (see attached checklists)
- Assist in the operations of all spa departments as required:
- Front Desk consultation forms, technological advances pertaining to operations
- Guest tours, orientations of facilities before and after guest services and use of facility
- Heat Experiences: following checklists, guest tours, verbiage sheets, walk throughs at least every 15-20 minutes
- Spa Retail Sales by use of product recommendation cards and technological advances
- Relaxation Area when escorting guests to and from treatment rooms
- Preparation (prep) Room Maintenance and Organization.
- Sales and Marketing events
- Will be ready in uniform in accordance to MOHG and Spa standards at start of shift
- Will attend daily briefings, spa meetings, and departmental meetings
- Ability to assist and perform in various spa media events and promotional events
- Must have the ability to courteously interact and answer all spa and basic hotel related questions with guests
- Report dysfunctional equipment to Spa Management and utilize the Hotel Service Optimization System (HotSOS) system
- Be responsible for the Spa pager/phone and be readily available to assist the concierge once paged
- To maintain inventory of supplies for the operations of the spa on a weekly and monthly basis
- To maintain a high standard of appearance and personal hygiene as lay down by the Spa Director.
- Assist in all areas of the spa as and when deemed necessary by Spa management
- To be adaptable and accountable for all actions.
- Bring and retrieve operational items from hotel rooms and different hotel floors
- Work in guest rooms when requested
- Will perform as a professional, with a friendly business attitude and conduct all duties and responsibilities as required by the position, or assigned by Spa management..
- Will be responsible for maintaining the cleanliness of the entire Spa in particular the changing rooms, locker rooms, bathrooms and toilets, showers, heated facilities, relaxation areas, fitness center and treatment suites. These should be kept in a clean, organized and sanitary manner at all times in accordance with the Standards and Procedure and Health and Safety Standards.
- Will assist in receiving and transporting spa deliveries from purchasing and stocking of spa items.
- Will assist with pool chemicals when needed
- Will have attention to detail and be able to arrange spa items in a decorative manner including but not limited to (fruits, guest product amenities, beverages and food amenities)
- To assist in the smooth flow of the guests journey throughout the day.
- Will be expected to aid therapists in setting up for treatments and clearing away after.
- Will be expected to ensure locker rooms are stocked with clean linen and robes at all times and remove soiled linens in a timely manner.
- Will be expected to transport linen bins and received shipments from our laundry company.
- Will be expected to transport dirty linen to the appropriate areas and keep out of guests view.
- Will ensure all guest amenities, bathrooms amenities and shower amenities are clean and stocked at all times
- Will ensure that all supplies in the Tea Lounge are refreshed and stocked throughout the day
- Will ensure that all beverage and food amenities are stocked throughout the day
- Assist with cleaning of pool area
- To receive training to ensure that all-relevant legislation pertaining to the Health and Safety at work Law and Health and Hygiene standards are implemented and monitored within the spa.
- Courtesy to guests and all members of staff at all times.
- To attend to guests in both the relaxation, waiting areas and fitness center ensuring that they are comfortable as well as offering refreshments.
- Will perform as a professional, with a friendly business attitude and conduct all duties and responsibilities as required by the position, or assigned by the Spa Manager.
- Will greet each guest with a smile and acknowledge guest even in passing.
- Will proactively offer assistance to all spa guests when necessary.
- Will pass along pertinent information at the end of shift.
- Will be able to cover breaks on both 35/36 floor as business deems necessary
- Work with the hotel departments:
- in-room dining: food for the guests based on request
- engineering: pump rooms, chemical delivery and organization, cleanliness of vats
- concierge/front desk: guest inquiries
- reservations: guest inquiries and organization
- housekeeping: guest requests
- valet: uniform and dry cleaning
- purchasing: sending and receiving of packages
NOTE: The above is not an all-inclusive list of job duties and responsibilities. Mandarin Oriental, New York reserves the right to add, delete, change or modify the job duties and responsibilities described in this job description at its discretion with notice.
Training
- Attend all training courses as deemed necessary, and must adhere to training as set down by the Spa Management and Human Resources.
- Attend assigned Trainings include but are not limited to refresher courses on past duties and checklist review, new and existing duties as they pertain to the business and spa menu.
- Attend assigned Trainings on spa products as they pertain to the spa services and guests needs.
- Attend assigned Trainings regarding MOHG philosophy and human resource workshops for the guest experience and standards
- Attendance in assigned training is necessary despite seniority.
- Feedback from various secret shopper’s reports may deem specific training to occur to achieve the desired result in the spa experience
Sales and Marketing
- Obsess the ability and knowledge to recommend treatments and products for the well-being of the guest.
- Demonstrate the knowledge and responsibility to develop repeat and loyal spa guests for the entire spa
- Responsible in the use of the spa business cards when available.
- Use and recommend appropriate retail products by use of technology and product recommendation cards.
Health and Safety
- Follow all Safe, Sound, and Sustainable guidelines as deemed necessary by MOHG guidelines
- Maintain all spa treatment rooms/suites/prep room to the Health and Safety standards
- Adhere to New York State and City Health Department laws
- Follow all FLHSS standards and guidelines implemented by Spa Management
Additional Core Competencies
- 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.
- Must be self-motivated.
- Must work in a safe, prudent and organized manner.
- Must have mathematical skills, technical aptitude and spa operational knowledge.
- Beneficial to have knowledge of specific spa industry applications is desirable, such as spa soft.
- Must have a commitment to follow all local and corporate policies and procedures as they relate to the Spa and hotel.
- 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
- Must have technical awareness and knowledge of a wide variety of treatments particularly for the face and body, depending of qualifications of licenses and certifications for profession and job duties
- Must have knowledge of holistic concepts that relate to the well being of all guests in a spa environment.
- Must be open to learning about treatments and concepts that derive from other cultures ie, Aryuvedic, Eastern, Western
- To set a standard at all times in professionalism, appearance and attitude as expected of all spa colleagues.
- To be adaptable and accountable for all actions.
- Consistently strive for a higher level of achievement both personally and professionally
PHYSICAL, COGNITIVE, SOCIAL AND ENVIRONMENTAL REQUIREMENTS
NOTE: All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
PHYSICAL DEMANDS ANALYSIS
Position: * Sitting
- Stair climbing to access various locations within the hotel
- Assisting with and Picking up of boxes with spa professional and retail products, massage beds and toweling/linen needs.
- Use of many body parts in operation: Hands, elbows, knees, thumbs, wrists, feet, while maintaining proper body dynamics and alignment.
- Lifting and Moving of massage materials, massage bed, linens, products, trays for specific services, carts needed for moving of spa operational items, trolleys
Repetitions: * Standing/walking:
- Stair climbing: upon need and when required
- Reaching for products in various areas
- Squatting/kneeling: occasionally with ability to transition between different body positions during a treatment as required by each modality.
- Folding of towels and robe maintenance
Sensory: * Sight for using computer, doing paper work and observing guest.
Spa required Standard Training
- Spa philosophy and concept
- Spa Facilities and Service (spa fact sheet)
- Roles and Responsibilities
- Practice simulations and test outs
- Signature products and quizzes
- Spa service standards ie: Forbes, Mobile AAA, LQA, MOQA
- Legendary Quality Experiences, guiding principles, mission statement, pillars
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 the Director of Human Resources.
Pay: Hourly $30.06 to $40.09/ per hour. (Part Time position)
If position becomes full-time, colleague hired must be able to transfer to full-time role.
