Job no: 505935
Employment type Full time
Property / Office: Mandarin Oriental, Taipei
Location: Taipei, Taiwan
Department: Management (Director), Spa

Purpose

Customer Focus

Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information (or preferences) and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with both internal and external customers and gains their trust and respect.

Business Acumen

Knows how businesses work; knowledgeable in current and possible future policies, practices, trends, technology, and information affecting his/her business and organisation; knows the competition; is aware of how strategies and tactics work in the marketplace.

Managing Vision and Purpose

Communicates a compelling and inspired vision or sense of core purpose; talks beyond today; talks about possibilities; is optimistic; creates mileposts and symbols to rally support behind the vision and can inspire and motivate the team. Makes the MOHG mission and vision sharable by everyone and embodies our Guiding Principles.

Process

Drive for Results

Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.

Decision Quality

Makes good decisions (without considering how much time it takes) based upon a mixture of analysis, wisdom, experience, and judgment; most of his/her solutions and suggestions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions. Looks beyond the obvious and doesn't stop at the first answers.

Managing and Measuring Work

Clearly assigns responsibility for tasks and decisions; sets clear goals and measures; monitors process, progress, and results; designs feedback loops into work.

Priority Setting

Spends his/her time and the time of others on what's important; quickly focuses in on the important issues and puts the trivia aside; can quickly sense what will help or hinder accomplishing a goal; eliminates roadblocks; creates focus.

Strategic Agility

Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.

People

Developing Direct Reports and Others

Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each person's career goals; constructs compelling development plans and executes them; encourages people to accept developmental moves; will take on those who need help and further development; cooperates with the developmental and talent management system in the organisation; is a people builder and a motivator.

Interpersonal Savvy

Relates well to all kinds of people, up, down, and sideways, inside and outside the organisation; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy, tact and fairness; can diffuse even high-tension situations comfortably. Is able to motivate people.

Sizing up people

Is a good judge of talent; after reasonable exposure, can articulate the strengths and limitations of people inside or outside the organisation; can accurately project what people are likely to do across a variety of situations.

Personal

Self Development

Is personally committed to and actively works to continuously improve him/herself; understands that different situations and levels may call for different skills and approaches; works to deploy strengths; works on compensating for weakness and limits. Picks up on the need to change personal, interpersonal, and managerial behaviour and seeks feedback.

Ethics, Values & Integrity

Adheres to an appropriate (for the setting) and effective set of core values and beliefs during both good and bad times; acts in line with those values; rewards the right values and disapproves of others; practices what he/she preaches. Is widely trusted; is seen as a direct, truthful individual; keeps confidences; admits mistakes and flaws.

Humility

Can get things done quietly without unnecessary noise; is careful to make others comfortable; is authentic; helps others save face in difficult situations; maximises the contribution of all; encourages the expression of viewpoints from all concerned; is modest and self-effacing; respects the views of others.

Learning on the Fly

Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyses both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything. Deals well with ambiguity and uncertainty

Duties and Responsibilities

Human Resources Management

• Support company’s philosophy and company culture through the use of Pillars of Legendary Quality Experiences on a daily basis to ensure Guest Satisfaction and the achievement of our Mission Statement.
• To ensure that the Fire Life Health Safety and Security company standards and HACCP Standards are maintained and carried out. They must be monitored regularly to assist in scoring 100% on the MOHG health and safety audit.
• To ensure that Mandarin Oriental, Taipei’s grooming and appearance standards are implemented and maintained to reflect an image of professionalism and care.
• To carry out annual appraisals and regular feedback on development on all colleagues using the Mandarin Oriental Hotel Group Performance and Development System PROFILE.
• To be responsible to oversee the recruitment, induction, training development, appraisal and discipline of all spa colleagues. It is necessary to have a clear understanding of personnel rules is in accordance with the MOTPE and MOHG human resources policies
• Setting achievable goals for spa 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 colleagues in accordance with Progressive discipline procedures outlined in Human Resource Policy & Procedure Guide

Training

• Signoff on TCI’s completed by Legendary trainers to ensure that standards and procedures have been understood
• 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 colleagues
• Regularly review treatments and SOPs. Responsible for maintaining the high standard of treatment, service and attention to detail within the spa
• Meet with all new heads of departments and give a tour of the spa and explain the philosophy and culture of the Spa. Relate the training to their areas of responsibility. If available, schedule a treatment to allow clear understanding of Spa experience and how to relate this to a guest

Spa Operations

• Responsible for the setting and implementation of all policies and objectives within the spa
• Spa Director takes reservations when necessary
• Dealing with dissatisfied or disgruntled guests
• Responsible for motivating retail sales and ensure that all sales are recorded accurately
• To supervise and conduct the safety of users and equipment of the spa and to ensure that the Health and Safety Policy and procedures are implemented and monitored in particularly 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 reports and it is expected that Mandarin Oriental, Taipei achieves high scores
• Spa Director determines whether Spa is up to date on criteria necessary for a 5 star or 5 diamond rating
• Review trolley, closets, upkeep and equipment
• Overseeing service and appearance. Walking spa to review spa Standards and Procedures and operational status of the Spa
• Reading through the many essentials e-mails that deal regarding spa, meetings, groups, and VIP’s. Also, replying to guest, 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 Managers. 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 Treatments Supervisor. Review monthly training schedule
• Discuss the following categories: Marketing, Personnel, Operations, and Financials
• Attending morning communication meeting, resume meeting, and Pros-Cons and communicating necessary information to Spa Management team

Interviews

• Interview prospective candidates for various positions in the Spa by following strict guidelines and criteria set up by Human Resource

Customer Relations

• To deal with any problems, enquiries and complaints from spa clientele

Inventory

• Review stock checks at the end of month for financial reports
• Ensure that purchasing is aligned with budget
• Inventory Management with Material Management Manager and Spa managers
• Product line selection with Operations Manager and Purchasing Director
• Equipment selection to accommodate efficiency and effectiveness of the Spa
• 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 Spa’s annual goals by January each year. Responsible for communicating this plan with Spa Team. Sometimes it is necessary to create a timeline or set monthly goals.
• On occasion it is necessary to determine contingency plans when business is exposed to unusual factors such as war, poor economy or hurricanes.
• Develop Spa marketing plan and its activities together with the Marketing Manager and Communications Director 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 on Spa Revenue master and financials produced by Accounting daily
• Together with the Group Spa tea, a through Business review will be performed to ensure the continued success of the spa
• To prepare reports for the Hotel Manager for the need for new developments or changes to existing policies or objectives to keep abreast of market developments and new projects/services available
• To prepare and present financial reports to the Financial Director to show the development and achievements of the Spa Business
• To prepare monthly revenue forecast and payroll forecast for Financial Director by the 20th of each month
• Work with budget goals and spreadsheets by understanding desired service/retail percentages and overall cost management
• Annual budget is prepared starting from June through October

Events and Presentations

• Actively involved with all relevant marketing communication activities
• Attends regular industry job fairs and local Spa colleague events regarding employment together with Treatment Manager
• Attend tradeshows for products & services in particular ISPA every year