Mandarin oriental, Milan is looking for an Assistant Spa Manager to join our Spa 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 most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences. Ideally located on the charming Via Andegari, Mandarin Oriental, Milan is a stylish and intimate hotel, featuring 104 guestrooms, including 36 beautifully appointed suites. Set in the heart of the city, only steps away from the world-renowned La Scala opera house, it inhabits four elegant 18th Century buildings in Milan's most prestigious district. Guests can discover exquisite dining in the beautiful setting of two-Michelin-starred restaurant Seta, run by acclaimed chef Antonio Guida, and enjoy the relaxed atmosphere of the Mandarin Garden, where an eclectic choice of contemporary cuisine and cocktails are offered in chic surroundings. The Spa at Mandarin Oriental, Milan is the city's most comprehensive, offering a holistic approach to rejuvenation and relaxation in tranquil, meditative surroundings that feature indoor swimming pool and six private treatment rooms. About the job Based at the Mandarin Oriental, Milan within the SPA Department in Milan, the Assistant SPA Manager is responsible to coordinate the organization and administrative functions in the Spa Division. The Assistant Spa Manager reports to the Spa Manager. As AssistantSpa Manager, you will be responsible for the following duties: _ Spa Operations_ - Responsible for the daily operations of the Spa & Wellness including guest and colleagues’ interactions. - Plan the rosters of Spa Receptionist and Therapists strategically based on operation needs. - Taking Spa reservations and attending to guest enquiries when necessary. - To ensure operational flow, discuss any issues. - Dealing with dissatisfied or disgruntled guests - Assist in ensuring that mistakes mentioned are corrected and discuss procedures that were performed correctly - Read notes for every appointment and assure that no mistakes have been made. Also assure that appointments are in correct sequence. Maximize revenue by therapist availability - Special guests, group bookings and VIP’s - Daily walkthroughs should be conducted to ensure that all SOPs and MOD tasks are addressed throughout the Spa & Wellness. - To be fully part of the Spa team - To be familiar with all spa treatments/operations of spa for promotion to guests - To understand and be able to verbalize the vision of the spa Departmental Meetings - Daily briefings with Spa Team - Weekly meetings with the Spa Manager and Spa Director - Monthly Receptionist meetings. This meeting will address policies, procedures, scheduling and any concerns the team members have in regards to the Spa Operation. A written agenda must be prepared and treatment manager will ensure written minutes are distributed to all spa staff and Human Resources following the meeting. - Monthly all colleague meeting and during this time it will be necessary to prepare a presentation for the monthly meeting for all spa colleagues Training - Organize Spa training - Assist Concierge & therapists with Spa Soft questions and obstacles - Organize Spa Receptionist Training, including Spasoft, shadow shifts, product & treatment knowledge liaising with Aromatherapy Associates and Hotel L&D - Update Training attendance report and yearly planner on a monthly basis and send to L&D - Review SOP’s have been taught and continue to ensure that standards are being met - Training of Spa Receptionist on how to handle difficult situations and challenging guests Finance - Ensuring that all spa charging procedures are followed. Initiating accounting procedures. Monitor guest charges and reconciliation - Reviewing the visual book for the day and the following day to ensure that everything is booked correctly and efficiently for revenue maximization - Verify individual receptionist have complete and accurate financial report at the end of shift - Track Spa turn away business - Redeem expired Gift Certificates on the last day of the month - Collate reports for the input of Spa KPI’s including Spa Receptionist for treatment and retail revenue - Organise treatment and product incentives for Spa Receptionist team boosting our Signature treatments and retail within the Spa - Customer Focus:_ Ensure that all guest enquiries are taken care of within 12 hours. Read notes for every appointment and assure that no mistakes have bee