Patina Maldives, Fari Islands

Job Title:                   Head Therapist

Department:             Spa & Wellness

Reports to:                Spa Manager

Position Level:         Supervisor (S)

 

Position Overview

The Head Therapist is responsible for the smooth and effective daily operation of the spa, delivering high standard of spa treatments and services to all guests. The individual is responsible for supervising and delegating tasks for Therapists and provide support in the daily operations.

 

The Role

  • Assists the Spa Manager in managing the daily operations of the Spa section.
  • Supervises the daily administrative and operational tasks of Therapists and Attendants. Provide training and guidance to colleagues as required to attain consistency in delivery of service standards.
  • Handle all cashiering duties, be accountable for all spa related billings and cash floats and ensures accurate transaction reporting.
  • Answer all incoming phone calls, assisting guests with questions regarding Spa offerings, appointment availability, length and cost of treatments.
  • Escort guests and or potential clients on an orientation of Spa & Wellness facilities, introduce and promote special treatments and or packages that is in line with what the guest is looking for.
  • Maintain safety in massage room and privacy for guests and colleagues.
  • Provide a courteous and professional service at all times.
  • Perform massage sessions to colleagues and guests in accordance with the massage schedule.
  • Ensure that colleagues and guests use the massage room in the proper suggested attire.
  • Conduct a daily check on all equipment in the massage room and record the repairs that are necessary as required by policy and procedure
  • Conduct body and treatment evaluation / reassessments for members and guests on a regular basis with regards to the standards required.
  • Have strong knowledge of all aspects of the Spa & Wellness facilities, policies and procedures. Promote and upsell sales of retail products and services to meet monthly departmental goals.
  • Ensure all guests coming for treatments complete the health-check form prior to start of treatment.
  • Take and schedule all spa reservations that come in through phone calls, emails or walk-ins. Ensure that the optimal operation efficiency is met.
  • Ensures accurate recording of all reservations and arrangements made by logging them under the appropriate system -and preparing confirmation letter for guests' reference.
  • Maintains strong working relationships with other departments to ensure effective communications for operational issues, upselling opportunities and serves as a role model for inter-departmental collaboration and support.
  • Keep informed of VIP and special attention guests' reservations and ensure that the preferences are well communicated within the team.
  • Maintain an up-to-date knowledge of the resort's daily services, activities, promotion, and event. Effectively communicate and update all team members on any changes to ensure guests receive up-to-date information.
  • Ensures that all facilities and working area of the department are kept clean and organised at all times.
  • Handle complaints and resolve service 'glitches' and keep a record of all feedback under the appropriate system. Ensure that the issues are resolved in a timely manner to guests' satisfaction.
  • Supervises shift opening and closing duties and ensures that the daily checklist is completed in a timely manner.
  • To assist in the preparation of departmental reports, including and not limited to; monthly summary of treatments, inventory stock count, guest feedback and complaints and daily retail sales.
  • Mentor and guide individual colleague's growth and identify short to long-term goals to achieve and ensure high colleague engagement and welfare.
  • Ensure all colleagues recognize the importance of LQA and Forbes standards as to deliver excellent audit and service performance.
  • Foster a positive working environment for all colleagues and check in regularly to ensure colleagues' satisfaction and maintain strong working relationships within the team. Give praises and encouragements for good performances.
  • Empower colleagues to take ownership and responsibility in going beyond to exceed guest expectations. Delegate responsibility and expect accountability and regular feedback.
  • Perform other duties or responsibilities that are reasonable as assigned by your immediate supervisor or manager.

 

Talent Profile Qualifications:

  • Bachelor's degree in any field or training certification in therapeutic massage and bodywork.

Work Experience:   

  • Minimum two (2) years' in similar role in a luxury spa establishment / resort.

Skills Set:

  • Strong interpersonal communicator with personable character, good in relation-building.
  • Sound knowledge of anatomy, physiology and different massage techniques.
  • Excellent organizational skills
  • Exceptional guest service skills
  • Trained in CPR and First Aid are advantageous.
  • Knowledge of Property Management System (e.g. OPERA).
  • Very good command of written and spoken English.
  • Competent computing skills (e.g. Microsoft Office).
Patina Maldives, Fari Islands
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