Jobs 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.

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Main Responsibilities

• Ensure all administrative tasks and reports of the Food & Beverage Department are executed in a timely manner.
• Ensure that TTTTs are carried out to the satisfaction Director of Food and Beverage / Food and Beverage Operations Manager.
• Solicit existing and potential customers and follow up established accounts on regular basis by phone, by correspondence or by personal contact.
• Generate new and maintain existing customer relationships through various sales activities.
• Create awareness of the hotel Food and Beverage outlets through face-to-face sales calls, telephone calls, entertainment, site inspections to all existing and potential accounts .
• Follow up on lost business and bring information about them to the knowledge of the department superior.
• Follow the F&B results and propose corrective actions if needed.
• Bring ideas and participate in the preparations of the promotional theme events, other promotional activities and invitation lists.
• When necessary, handle the group and individual reservation requests personally.
• Participate preparing the F&B action plans, attending sales meetings, developing new ideas such as special packages, programs, promotional activities undertaken by sales department and F&B.
• Take part in sales training programs, trade fairs / shows, sales blitzes and fam trips assigned by the Director of Sales / Director of Sales & Marketing.
• Keep themselves updated with the latest developments in the hotel including all activities, promotions, rates of the Hotel and the other chain hotels.
• Keep department superiors informed of all changes in the customer profile.
• Prepare reports of each sales calls covering information about the company, their comments, requirements, complaints, of their customers etc.
• Accomplish any additional work assigned by Department head in the time frame required.
• Additional responsibilities and tasks can be added at any time according to the needs of the
• Set an example by reporting to duty punctually wearing business attire according to the hotels dress code & Kempinski grooming standards, always maintaining a high standard of personal appearance and hygiene.
• Provide a professional and courteous service at all times and ensure that all employees follow the example.
• Be knowledgeable of all services and products offered by the hotel.
• Have a knowledge and understanding of all food and beverage products and services.
• Support the preparation of the monthly income statement for each outlet and the department as a whole, attend the monthly performance meeting with the Outlet Management.
• Attend to all relevant staff meetings and hotel trainings.
• Attend daily operations briefings with the Executive Chef in the absence of the Food & Beverage Head of Department.
• Ensure that minutes are taken at every meeting and circulated for further communication.
• Schedule and organise internal meetings when and as required during the monthly schedule.
• Liaise purchasing requirements for the Department with the hotels’ Purchasing Department.
• Ensure to withhold and not to disclose any employee details or administrative communications, personal information or overheard conversations to others.
• Assist in updating all departmental operations manuals monthly/annually.
• Prepare presentations and other documents required for the Food & Beverage Head of Department.
• Work in close relation with all Department Heads.
• Assist operationally when required, especially during operational peaks or seasonal festivities and minimum once a week to ensure the upkeep of knowledge in the various outlets and departments.
• Coordinate the design of F&B menus, name tags and buffet signage when and as required.
• Ensure that menus are printed, correctly formatted, and spell-checked up to standard.
• Monitor and report the quality and guest satisfaction with the given tools (Leading Quality Assurance, Customer Satisfaction Survey).
• Assist in handling of guest complaints.
• Monitor the Food & Beverage Departments’ annual leaves and regularly update the Food & Beverage Head of Department.
• Monitor and analyze the activities and trends of competitive restaurants, bars and other hotels banqueting departments.
• Follow the global food & beverage trends.
• Support the implementation of corporate policies, procedures, guidelines, traditions and initiatives.
• Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.

Qualifications

• University/College/Tertiary level education required.
• Previous experience in 5* luxury hotels is required.
• 3 years’ experience in Group & Event or Sales.
• Experience in a similar role and proven track record may be considered in lieu of specialised education.
• 2 Years’ experience in Food and Beverage operations.
• Excellent communication skills.
• Knowledge and experience in the use of Opera.
• Knowledge in a foreign language will be a distinct advantage.
• Presentable, well-spoken individual.
• Pleasant and outgoing personality.
• Fluent speech skills.
• Ability to remain calm and composed under pressure.