Spa & Wellness Assistant Manager

About the Hotel

Mandarin Oriental, Doha is set in Msheireb Downtown Doha, right by Barahat Msheireb, a vibrant public square surrounded by shopping, dining, entertainment, and cultural attractions. The property is designed as a refined urban retreat that blends Qatari heritage with modern style. It features 249 rooms, suites, and serviced apartments, nine dining concepts, a spa inspired by traditional Eastern wellness practices, a rooftop pool with city views, and several distinctive event spaces.

Our Mission

The hotel’s purpose is to consistently exceed guest expectations. Continuous improvement, meaningful impact every day, and a commitment to excellence are central to the culture.

Guiding Principles

The workplace is guided by the values of delighting guests, delighting colleagues, striving to be the best, working collaboratively, and acting responsibly.

Role Overview

The Assistant Manager for Spa Operations is responsible for supporting and overseeing the daily spa and wellness operation, ensuring smooth guest service, strong team coordination, and consistent service standards.

Key Responsibilities

• Communicate company and hotel policies, procedures, and operating standards to the team and ensure they are understood and followed.
• Work in line with all legal, regulatory, ethical, and company compliance requirements.
• Support the hotel’s human resources strategy and actively contribute to learning and development initiatives.
• Ensure that LQE, MOQA, and Forbes standards are maintained consistently across the spa.
• Protect guest, colleague, and hotel confidential information and handle personal data responsibly.
• Use hotel computers, networks, and internet access appropriately and in accordance with policy.
• Follow all Safe, Sound, and Sustainable policies and procedures.
• Comply with the social media policy and remain accountable for content posted on personal or public platforms.
• Uphold a workplace free from harassment and discrimination of any kind.
• Represent the hotel professionally at all times as a brand ambassador.
• Complete any other operational tasks assigned by management.
• Oversee the daily operations of the Spa & Wellness area, including interactions with guests and colleagues.
• Plan Spa Concierge and attendant rosters according to business and operational needs.
• Handle spa reservations and support guest enquiries whenever needed.
• Carry out daily walkthroughs to ensure SOPs and MOD tasks are being completed throughout the spa.
• Respond to guest questions by phone, email, and in person.
• Make sure all guest enquiries are resolved within 12 hours.
• Check appointment notes carefully, verify booking order, and help optimize revenue through therapist availability.
• In the absence of the Senior Director of Spa & Wellness, receive and host VIPs, journalists, and invited guests.
• Arrange internal and external mystery shopper visits to help sustain and improve quality standards.
• Conduct refresher training for Spa Concierges and Spa Attendants, including SOP refreshers.
• Review SOP checklists for all colleagues, ensure training hours are recorded, and update the training matrix.
• Prepare monthly training plans for the Learning & Development Manager.
• Manage month-end spa retail inventory and submit it to the Senior Director of Spa & Wellness.
• Support month-end closing reports when the Senior Director of Spa & Wellness is unavailable.
• Keep spa retail displays and the Spa Boutique fully stocked and well presented.
• Submit purchase requests in the Moreton Bay system for retail and professional products.
• Maintain the guest database in SpaSoft and send the database list to Marketing Communications every two months.
• Inspect equipment and facilities regularly to protect safety and reduce losses caused by wear and tear.
• Ensure all engineering-related follow-ups and HotSOS work orders are tracked and completed as needed.

Additional Information

The role sits within a luxury hotel environment that places strong emphasis on guest delight, colleague support, responsibility, and high service standards.

Terms and Conditions

• The hotel maintains a zero-tolerance stance on harassment and discrimination.
• Breaches involving misuse of hotel systems, networks, or internet access may lead to summary dismissal.
• All team members are expected to protect confidentiality and handle personal information carefully.