Kona Village

6 days ago

Hawaii, United States Principal Lead Therapist Full time
OVERVIEW/BASIC FUNCTION:

Responsible for the training the spa therapists, teaching them the skills and giving them the tools to perform the treatments the spa offers, ensuring proper procedures are in place and reaching all the quality standards. To continually learn and become knowledgeable in spa services and therapies, health and wellness. Must be involved with the retail sales, as well the goals and specific information for each spa brand. Monitoring the same quality standards between full time and part time therapists in order to reach and exceed the guest expectations. Support the Spa Manager and Director of Spa and Assistant Manager in the coordination of the therapist's schedules and performance.

RESPONSIBILITIES:

Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
  • Monitor the achievements, processes and quality standards with the daily tasks at the spa for each therapist. Coordinating the high quality and professionalism in all our treatments, creating outstanding service always.
  • To actively support in the seamless running of the daily operations, reservations and guest experience with efficiency and accuracy. Providing the highest possible Forbes/LQA/Rosewood standards of service, whilst being pro-active in maintaining and/or improving profitability.
  • Monitor each therapist and help them with techniques to improve the retail sales and uphold retail goals and monitor with reception and therapist teams.
  • Organize the annual training schedule, having covered all service protocols and knowledge about the Brands used in the spa.
  • Monitor and ordering of the operating supplies inventory in each treatment room, products, equipment, towels, and linens; this includes monthly inventory for profesional and retail products.
  • Monitor the internal evaluation for each therapist and each treatment.
  • Keep the inventory count of products located in the prep room and the work areas.
  • Verify that the quality in the spa facilities and all the tools used in the spa are in excellent condition, reporting each failure to the manager on duty.
  • Execute all the spa standards in the setup of the spa amenities and products.
  • To know all the safety and fire procedures
  • To provide always a courteous, professional, efficient service and an incomparable service.
  • To have a complete knowledge of its work as well as the ability to carry out each one of the functions and tasks listed in this job description.
  • To inspect the area of treatments at the beginning of each turn and after each treatment, being made sure that this area is up to standards; making sure that it counts on all necessary products, amenities for the guest, towels, and others.
  • To maintain a clean, disinfected and organized work area at all times.
  • To verify and to fill up the area of amenities of spa at the beginning, during and at the end of its turn.
  • Ensure that all guests receive the Spa customer experience.
  • Conduct appointments according to guest's comfort, desire and wellness goals. Follow service protocol.
  • Prepare guest consultation. Be thoroughly familiar and able to recommend Spa products and treatments as well as know pertinent hotel information.
  • To verify the condition of the facilities and the equipment of the Spa, and to report any damage immediately to the Spa Director.
  • To execute the standards of the Spa in the arrangement of the decoration and distribution of amenities.
  • To offer a warm welcome to the guest, to accompany them to the asked for area, to assure the guest flow and the services within the Spa.
  • Anticipate the necessities of the guest, respond precise and respect the guest's privacy at any time, all along maintain a positive relationship with the guest.
  • Offer a customized service to the guest.
  • Respects the privacy of the guest at all times.
  • To maintain calm and courteous attitude at all times.
  • To be familiarized with the policies and procedures of the hotel and the Spa.
  • To handle cleaning materials in accordance with the department's safety rules and use in accordance with manufacturer's instructions.
  • Assist all other staff at times of need.
  • To attend all departmental and general staff meetings.
  • Maintain a positive attitude toward guests, co-workers, subordinates, and Director of Spa & Wellness. Do not engage in gossip or any dialogue that may diminish the direction and goals of the hotel and the hotel group.
  • Keep an open and flexible attitude; be willing to change.
  • All other duties as required.
Other Standard Responsibilities
  • Complies with the company policies.
  • Works within all pre-set budgetary limits
  • Takes on other tasks in addition to the ones stated, in a reasonable framework.
  • Develops and updates policies and manuals, as related to the division/department, for implementation in the field, while ensuring compliance to the same for consistency across the group.
  • Is always a "brand ambassador" and ensures brand integrity and clarity are always maintained.
  • Models the company's culture, vision, mission, and core values at all times
Qualifications

High school diploma. Diploma or degree in a related field.
Certified massage therapist or esthetician; dual-licensed is a plus.
Trained and practice massage, body treatments and various body therapies including scrubs and wraps; facials is a plus.

Licenses & Certifications
  • Certified massage therapist or esthetician; dual-licensed is a plus–In accordance with the local state of Hawaii/country regulations.
  • Valid Cosmetology License
Experience
Minimum 3 years' experience as a Massage Therapist with a Minimum 1-year experience as a Lead or Principal Therapist in a luxury spa environment, preferably within a luxury hotel.

Required Skills

General Skills
Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems, using good judgment; follow directions thoroughly; understand a guest's service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

Technical Skills
  • Good knowledge of wellness, spa and fitness industry
  • Communication across departments efficiently
  • Goal driven personality
  • Ability to handle guest inquiry and complaint
  • Ability to establish meaningful relationships with guests and members
  • Hands on and results driven
  • Customer-first mentally, an understanding of luxury brands, commercial
  • Creative and proactive, thinking differently and developing new ways of working
  • Perform job functions with attention to detail, speed and accuracy
  • Prioritize, organize and follow up
  • Be a clear thinker, remaining calm and resolving problems using good judgment
  • Follow directions thoroughly
  • Work cohesively with co-workers as part of a team.
  • Work with minimal supervision.
  • Maintain confidentiality of guest information and pertinent hotel data.
  • Knowledge of SpaSoft of Book4Time is an asset.
Language

Required to speak, read and write English. Additional language is an asset

Physical Requirements

Must be able to exert physical effort in transporting 5-20 pounds. Must be able to endure various physical movements throughout the work areas, reach up and down, be available at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.
Salary Range: 23.95

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