Spa Head Therapist at Kempinski Hotels

Key Responsibilities

• As Head Therapist you must be fully supportive of the Spa Manager and be knowledgeable of all treatments, services and operations of the Spa.
• The Therapist is the key in providing the core of the spa experience standard: as Head Therapist, they must train and monitor team members to ensure they are met.
• It is the responsibility of the Head Therapist to ensure that all staff delivers special, individual and unique service to all guests in the Spa and Fitness Center.
• Provide guests with highest level of treatments and customer service according to the spa’s standard operating procedures and be a role model to your team.
• As Head Therapist, responsible that all staff are trained and monitored, in ensuring that guests receive the highest level of comfort and service, creating a genuine warm, welcoming environment.
• Ensure that all staff handover is completed in the guest journey as per the outlined standard, follow up on treatment experience, expectations and satisfaction and act on any discrepancies.
• The Head Therapist will assist the Spa Manager, to ensure the spa is operated in a professional, businesslike manner. Reference and abide by the spa’s Standard Operating Procedures, Policies & Forms Manuals.
• Refer to and abide by the spa’s Standard Operating Procedures, Policies & Forms Manuals.
• Conducting treatments according to Kempinski the Spa menu, standards and outlined protocols.
• Assist in spa reservations and all spa reception duties including correct guest billing.
• As a role model, it is essential you have the highest standard of personal presentation, hygiene, together with reliability and punctuality.
• Perform spa treatments to a highest standard.
• Arrange scheduled rosters for Therapists and spa team and complete reports on Therapist’s efficiency, training, treatment and retail sales.
• As Head Therapist manage the spa professional and retail stock, providing the Spa Manager with monthly stock reports and spa stock requirements.
• Checking, reporting and follow up of spa related maintenance issues.
• Regularly check and monitor all spa areas including treatment rooms, public areas and changing rooms, supervising spa staff, ensuring high levels of hygiene and cleanliness to our set standard.
• Manage the training schedule and provide high standards of training to the spa staff, continue monitoring the team to ensure consistency.
• Assist the Spa manager in all duties required.
• Attend morning and management meetings, in absence of the Spa Manager.
• Be knowledgeable of the process, benefit and outcome of all practiced techniques and treatments.
• A good working knowledge in related treatment products and the ability to be flexible in the same with regards to guest requests.
• Confident working with and fully understanding the health assessment, able to operate with discretion to ensure that any necessary precautions are taken.
• Confirm the scheduled treatment with the guest before starting the treatment.
• Ensure all treatment and preparation areas are set up to standard and any discrepancies have been resolved immediately.
• Treatment room setup should be in order before welcoming any guest to the same or handing over area to your colleague.
• Product recommendations must be made, to meet the retail goals established by Management.
• Ensure the staffs are well informed on the retail products and their benefits, confident in dealing with guest’s requests and queries.
• Knowledgeable about retail products related to specific menu treatments and able to make recommendations thereafter.
• Assist the guest with their home care program, making suitable recommendations.
• Provide the proper documentation to the Spa Manager, to ensure that commissions are generated properly, and retail sales are accurately tracked.
• Have an excellent understanding of all your duties, following set guidelines, SOP and checklists for the Spa.
• Be present and carry out when spa manager is absence, meetings and training..
• Great all clients with a welcoming smile and a clear but soft tone of voice.
• Apply the qualities of discretion and maintain strict confidentiality at all times.
• Be genuinely committed to clients and fellow colleagues— be aware that "Guests bring Guests". Take care and show ownership of the Guest from their arrival to their departure in the spa (circle of ownership) accommodating their needs, requests, and at all times respecting their privacy.
• Updating and creating guest profiles in the Spa Booker system.
• Handle any accident or guest’s incident in a swift and professional manner, ensuring it is documented.
• As Head Therapist set an example, have a healthy and well-maintained appearance and immaculate grooming.
• Additional responsibilities and tasks can be added at any time, depending on the need of the business and hotel.

Desired Skills & Qualifications

• High School or secondary diploma required.
• Massage certificate.
• Beauty therapy certificate.
• Aromatherapy certificate.
• First Aid and CPR certificate (an advantage).
• Previous experience in a 5 star/luxury hotel is required.
• Knowledge of herbal therapy, body treatments and facials.
• Knowledge in operating Spa machines and equipments.
• Four (4) years’ spa therapy experience in an international standard spa and two (2) years at a supervisory position.
• Good communication and supervision skills.
• Ability to mantain a positive professional attitude at all times.
• Able to work in a fast paced environment and can multitask.
• Ability to remain calm and composed under pressure.