Assistant SPA Manager

About The Job

Based at the Mandarin Oriental, Milan within the SPA Department in Milan, the Assistant SPA Manager is responsible for coordinating the organisation and administrative functions in the Spa Division. The Assistant Spa Manager reports to the Spa Manager.

Responsibilities

• Spa Operations: daily operations of the Spa & Wellness, guest and colleague interactions, roster planning, reservations, addressing guest enquiries, ensuring operational flow, handling dissatisfied guests, ensuring correct appointment sequencing, maximizing revenue, managing special guests, daily walkthroughs, promotion of spa treatments, verbalizing spa vision.
• Departmental Meetings: daily briefings, weekly meetings with Spa Manager and Director, monthly meetings with receptionists, monthly all-colleague meetings (including presentations), spa closure preparation.
• Training: organise spa training, assist concierge & therapists with spa questions, receptionist training, maintain training attendance records, review SOPs, instruct receptionists on handling difficult situations.
• Finance: ensure charging procedures, initiate accounting procedures, monitor guest charges, manage discounts and marketing charges, review booking reports for revenue maximization, verify financial reports, track turn‑away business, redeem expired gift certificates, collate Spa KPI reports, organise incentives for receptionists.
• Customer Focus: handle enquiries via phone, email, face‑to‑face, ensure resolution within 12 hours, meet VIPs/journalists when manager absent, organise mystery shoppers to maintain quality standards.
• Colleague Relations: conduct refresher trainings, review SOP checklists, track training hours, send monthly training plans to L&D.
• Administrative Duties: manage retail inventory, assist month‑end closing reports, maintain retail display, raise purchase requests, update Guest Database, maintain equipment safety, review work orders, maintain health and safety compliance.
• Sustainable Responsibilities: implement eco‑friendly practices, educate guests/colleagues on sustainability, manage waste sorting, water and energy conservation, support sustainability initiatives.

Qualifications

• Minimum 3 years experience in a luxury hotel spa.
• Strong technical aptitude and knowledge of spa operations.
• Demonstrated superior knowledge and command of spa product lines and treatment protocols.
• Knowledge of specific spa industry applications and operating systems.
• Excellent interpersonal and communication skills, able to network with all levels.
• Italian and English communication skills.

Our Commitment to You

• Learning & Development programme.
• MOstay programme: complimentary nights and attractive rates for you and loved ones.
• Health & colleague wellness benefits.
• Benefits package.
• Meals at employee restaurant.
• Complimentary dry cleaning for business clothes.

Seniority level

• Mid‑Senior level

Employment type

• Temporary

Job function

• Management and Manufacturing

Industries

• Hospitality