Lead Therapist

Position Summary

Perform massage and body treatments requested by each and every Spa guest. This position requires consistent adherence to policies and procedures of the department as outlined in the Biltmore Standard Operating Procedures (BSOP’S).

Responsibilities

Therapist:

• Provide Spa services to guests in a timely, courteous and efficient manner and in accordance with Biltmore Standards and Protocols as well as Leading Hotel Standards.
• Escort Spa guests to and from treatment rooms, attending to any immediate needs throughout Spa visit.
• Assist in providing information to any inquiries and help to coordinate all guest requests for services.
• Promote and sell Spa retail products.
• Attend all trainings and meetings offered by the Spa.

Lead Therapist:

• Assist with training of new therapists with treatments, protocols and standards.
• Support the Spa Supervisor and Lead Spa Concierge in providing training for the Concierge team to have clear knowledge on the benefits and key selling points of each treatment.
• Administer test out and audits on treatments.
• Review weekly inventory of supplies and creation of necessary department purchase orders.
• Walk treatment rooms and prepare a weekly report on room condition, documenting therapists who are not following room set up protocol.
• Assist with staff scheduling to maximize service availability.
• Coordinate vendor meetings, trainings and incentives (supervised by the Operations Manager).
• Support additional administrative tasks and assignments asked by management.
• Support other spa departments to assure guest satisfaction.
• Walk treatment rooms and prepare a weekly report on room condition, documenting therapist who are not following room set up protocol.

Team Lead Responsibilities

• Responsible for supporting management in conducting internal department audits of all LHW Standards for their specific department.
• Attend all Biltmore Team Lead meetings facilitated by the Training & Development Manager.
• Required to complete the department quota of audits per week/per month as assigned by the Department Head and Training & Development Manager.
• Assist managers/ supervisors in creating and maintaining current department training manuals and training new and existing employees.

Experience and Education Required

• Education

High School Diploma required

• Experience

Minimum two years’ experience in similar position in Spa industry

Must have knowledge of general modalities and Spa products

Skills Required

• Must be able to:
• Speak, read, write and understand the English language.
• Compute accurate mathematical calculations.
• Provide legible communication and directions.
• Perform job functions with attention to detail, speed and accuracy.
• Prioritize and organize.
• Think clearly, remaining calm and resolving problems using sound judgment.
• Follow directions thoroughly.
• Understand 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 resort data.
• Use a computer keyboard and possess basic typing skills.
• Possess moderate to advanced computer skills.
• Work in a dynamic and constantly changing environment.
• Adept to multitasking.

Physical Demands

• Must be able to:
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 20 pounds without assistance
• Stand, sit, or walk for an extended period of time or for an entire work shift
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping
• Use, carry, and operate all necessary office equipment using finger dexterity.
• Communicate with employees, managers, subordinates and guests through verbal communication, hearing ability, and visual acuity.
• Visually look at a computer for extended periods of time.
• Adapt to moderate temperatures in the hotel as thermostat is controlled by hotel environmental systems. Most work tasks are performed indoors.

Success Criteria

• Team Player
• Demonstrates co-operation within the team and with other departments
• Listens carefully and works well with others
• Has a positive influence on others in the team and clearly enjoys working with people
• Guest Focused
• Anticipates guests’ needs and is sensitive to people from all cultures
• Has a natural, warm smile and a friendly and passionate approach
• Demonstrates confident, helpful and genuine behavior with internal and external guests
• Delivers their Best
• Has energy and sense of urgency for his/her work
• Resourceful, makes things happen and looks for ways to work more efficiently
• Always looks their best and acts appropriately (e.g. approaching guests, body language)
• Composed
• Able to stay calm under pressure
• Demonstrates maturity and ability to cope with the unexpected
• Never lets personal feelings interfere with delivering the highest standards
• Trustworthy and responsible
• Excellent records of attendance and punctuality
• Is reliable and demonstrates the ability to work without supervision
• Demonstrates a high level of personal integrity, honesty and trust
• Time Management
• Uses his/her time effectively and efficiently; values time, concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities
• Makes decisions in a timely manner
• Listening
• Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees

Licenses or Certifications

• Must have a valid Florida State Massage license

Standard Specifications

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees or guests.

A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. This job description reflects the job content at the time of writing and will be subject to periodic change in light of changing operational and environmental requirements. Such changes will be discussed with the job holder and the job description amended accordingly. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.

Due to the nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel which may include overtime, weekends and holidays. The employee will carry out any other duties as are within the scope, spirit and purpose of the job as requested by the line manager or Head of Department/Division.

The employee will actively follow The Biltmore Hotel policies including Equal Opportunities policies and will maintain an awareness and observation of Fire and Health & Safety Regulations

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

Grooming

All employees must maintain a neat, clean and well-groomed appearance per Biltmore Hotel standards.