Spa & wellness assistant manager

The Assistant Manager Spa Operations at Hotel Mandarin Oriental Doha reports to the Senior Director of Spa & Wellness and is responsible for overseeing all spa and wellness operations. General Responsibilities
Understand, disseminate and communicate all corporate and hotel policies, standard operating procedures (SOP), and Mod procedures to all spa staff. Ensure full compliance with the MOHG Code of Conduct, relevant laws, regulations, and hotel strategic policies. Support all learning and development activities in line with the hotel’s Human Resources Strategic Policy. Safeguard all stored information, maintaining confidentiality of guest, customer and colleague data in accordance with privacy standards. Adhere to the Safe, Sound and Sustainable program and comply with the MOHG Social Media Policy. Maintain zero tolerance for any form of harassment or discrimination and act as a hotel ambassador at all times. Perform any additional duties requested by management related to hotel operational activities. Departmental Responsibilities
Oversee the daily operations of the spa and wellness services, ensuring optimum guest and colleague interaction. Plan and schedule spa concierge and attendant rosters based on operational needs. Handle spa reservations and address guest enquiries when necessary. Conduct daily walkthroughs to verify SOP compliance and MOD task completion. Organise internal and external mystery shopper visits to maintain consistent quality standards. Customer Focus
Respond to guest enquiries via phone, email and face‑to‑face within 12 hours. Review guest notes for each appointment to prevent errors and ensure correct appointment sequencing. Maximise revenue by optimising therapist availability. Represent the spa in the absence of the Senior Director, engaging VIPs, journalists and invited guests. Colleague Relations
Conduct refresher training for spa concierge and attendants on departmental SOPs. Verify that all SOP checklists are complete and training hours are tracked. Update the training matrix and submit monthly training plans to the Learning & Development Manager. Mandarin Oriental Doha is an equal‑opportunity employer. We prohibit discrimination or harassment on the basis of gender, disability, race, color, religion, national origin, ancestry, citizenship, age, sexual orientation, or marital status.