Fixed Term Massage Therapist at One&Only Resorts

Job Summary

A Massage Therapist is responsible for delivering exceptional Holistic therapies within the Spa, in line with resort brand standards, whilst maintaining excellent five-star services, cleaning standards and grooming.

• Certified/ diplomas as a beauty therapist
• Minimum of 1 year working experience in A 5-star spa/ resort environment
• Introduction to the Resort Spa

Welcome to the Team

• Overview of resort’s brand and mission
• Role of the spa in enhancing guest experience and our expectations
• A spa Therapist’ role in guest satisfaction
• Professionalism and confidentiality
• Promoting wellness and relaxation
• Sustainability and eco-friendly practices

SCOPE OF YOUR ROLE AS AN ESPA THERAPIST

• You will be responsible for delivering exceptional treatments to all our guests.
• You are a representative of ESPA; therefore, you should always make sure you adhere to ESPA brand standards and protocols
• Always maintain excellent five-star client care and adhere to the brand guidelines of The One & Only resort.
• Groomed to perfection daily when on shift.
• Your responsibility for revenue generation through services, retail sales, up selling, cross sales and request guest capture ratio
• Being friendly, approachable, and attentive to guests’ needs

AREAS OF RESPONSIBILITY

RETAIL AND SALES

• Achieving monthly service and retail sales targets
• Aftercare recommendations made at the end of every treatment
• Linking your guests’ concerns and offering the appropriate products to your guests needs
• Maintaining a remarkable request guest capture by recommending an ongoing treatment programme
• Knowledge of all treatments, packages, promotions and prices thereof
• Participate in demonstrations/ events as required.
• Ensure that daily sales figures are accurately recorded

TREATMENT STANDARDS & OPERATIONS

• Perform all treatments at an exceptional standard, as per the ESPA protocols and standards taught in training, whilst tailoring to the client’s specific needs.
• Update your own knowledge of products and treatment brand standards, outside of formal training by ESPA and your Head Therapists.
• Carry out an in-depth consultation with each guest prior to treatment, ensuring medical history and concerns are identified.
• Protect the guest experience by moving quietly and silently around the treatment room and in corridors.
• Use the correct quantities of products as specified by the ESPA trainer as well as your head therapist and not exceed that amount.
• Maintain linen and product levels in the treatment rooms, ensuring trolleys are stocked, clean and organised as per the spa standards, without being asked.
• Follow treatment room opening and closing procedures correctly, reporting any maintenance issues to the Duty Manager.

GUEST EXPERIENCE

CREATING EVERLASTING MEMORIES

• Maintain the highest standard of guest experience by following ESPA protocols and displaying genuine interest, care and attention to detail towards all your guests.
• Consistently record guest preferences on SAGA, accurately updating guest profiles and communicating any relevant information to colleagues that could further assist in elevating your guest’s experience, including allergies and/or glitches.
• Always ensure confidentiality with our guests, which includes data protection, medical details and any information provided in confidence by the guest. Personal contact via social media streams will not be permitted between guests and colleagues.
• Report any guest complaints to the Duty Manager so that they can be handled promptly and effectively.

SAFETY, HEALTH AND COMPLIANCE

• Perform all treatments in a professional, hygienic and safe manner for all guests
• Responsible for the cleanliness, sterilisation and hygiene of all equipment, products and linens in the treatment and preparation areas, following ESPA protocols.
• Report all maintenance glitches immediately
• You are responsible for the daily use of all equipment, products, cleanliness and hygiene of the treatment and preparation areas.
• Receive annual training on all relevant legislations pertaining to the Health and Safety, compliance, and all online training from Kerzner International
• Always act responsibly in relation to personal safety along with the safety of colleagues and guests of the spa.
• Support the Spa Attendants where required in maintaining cleanliness and hygiene in the spa facilities, in and around the spa

GENERAL

• Maintain a high standard of appearance and personal hygiene as laid down by the Spa leadership.
• Always be punctual and prepared in advance of treatments.
• Support all departments in the spa including covering for the reception agents and hosts
• You are required to adhere to training as set down by your Head Therapist and the Guest experience manager.