Head Spa Therapist at Kerzner International

KEY AREAS OF RESPONSIBILITY

SPA & RETAIL SALES

• Maximise revenue by driving the therapist team to up sell treatments and retail. 
• Monitor therapist retail targets, providing motivation and training to ensure personal and team targets are met.
• Assist Treatment Manager with monitoring and developing Active Retail within the Therapist team. 
• Maintain a sound knowledge of all treatments, packages and any promotions.
• Participate in demonstrations/events as required.
• Drive revenue of treatments and spa programmes through effective scheduling and yield management.

TREATMENT STANDARDS/OPERATIONS

• Perform treatments for VIPs, journalists and all guests as required and to an exceptional standard, acting as an Ambassador for ESPA treatment standards.
• Set an example by following ESPA brand standards during the guest welcome and consultation, throughout the treatment experience and through lifestyle recommendations.  Ensure treatment room set up and close down procedures are followed.
• Continuously update own knowledge of products and treatment brand standards, outside of formal training by ESPA. 
• Responsible for maintaining standards of cleanliness, hygiene and professional presentation of the treatment rooms and therapist preparation areas through daily spot checks and walk rounds, following up accordingly with team members.
• Support the Spa Reception Team where required including spa tours, reservations, guest check-in/out, retail and gift certificate sales.

GUEST RELATIONS

• Maintain the highest standard of guest service by following ESPA protocols and displaying genuine care and attention to detail.
• Regularly liaise with clients, VIPs and members to ensure satisfaction and gain feedback.  Build a strong rapport with VIPs and press as their personal therapist.
• Conduct spa tours and handle all enquiries for guests and prospective members.  Act as an Ambassador for the spa at all times.
• Ensure therapists consistently record guest preferences, accurately updating guest profiles and communicating any relevant information to colleagues.
• Protect confidentiality at all times including personal data, medical details and any information provided in confidence by the client.

PERSONNEL MANAGEMENT/ TRAINING

• Be aware of staff moral, and council where necessary. Record, report and always attempt to resolve grievances as quickly as possible.
• Support the Treatment Manager in the recruitment, induction, training, development and supervision of all Therapist Staff.
• Alongside the Treatment Manager, hold monthly meetings with the Therapist team to communicate, motivate and be aware of staff needs.
• Responsible for team performance in relation to guest service, treatment standards, cleanliness/hygiene, personal presentation and sales targets.
• Conduct effective inductions and ongoing training for all Therapists in line with ESPA and Hotel brand standards, accurately recording and keeping Training Inventory Checklists for each team member.
• Support the Head Receptionist and Fitness Manager by providing treatment and product training with all spa staff.  Work closely with these department heads to ensure effective communication and a good working relationship between all business centres.

STOCK & INVENTORY

• Responsible for maintaining an effective stock control system including inventory and placing orders to par level.
• Maintain linen and product levels in the treatment rooms, ensuring trolleys are stocked, clean and organised as per the spa standards.
• Carry out regular stock rotation within every treatment room and all preparation areas.
• Ensure the correct quantities of products are being used by therapists as specified by the manufacturer to control cost of sales.

HEALTH, SAFETY & HYGIENE

• Ensure the therapist team are maintaining the cleanliness, sterilisation and hygiene of all equipment, products and linens in the treatment and preparation areas, following ESPA protocols.
• Receive training on all relevant legislation pertaining to the Health and Safety at Work Law and Health and Hygiene standards.  Regularly update training for all staff on this area.
• Act responsibly at all times in relation to personal safety along with the safety of colleagues and guests of the spa.

DUTY MANAGEMENT

• Act as Duty Manager when assigned this role as part of the rota created by the Spa Director.

When on duty:

• Ensure the facility is adequately manned at all times.  Oversee the smooth running of all business centres in the spa. 
• Inform the relevant department head of any complaints or issues regarding the Spa’s facility, taking action or recommending amendments if necessary.
• Responsible for Opening/Closing Procedures when on duty.
• Complete opening procedures and check lists per relevant area on a daily basis, reporting any housekeeping or maintenance issues to the relevant department and ensuring prompt resolution.
• Attend hotel morning meetings, taking up to date revenue figures from the spa, communicating the day’s business, guests and any relevant activities to other department heads.
• Carry out daily briefings with the entire spa team, communicating guest information, hotel news and revenue targets. 

GENERAL

• Maintain a high standard of appearance and personal hygiene as laid down by the Spa Director.
• Must adhere to training as set down by the Treatment Manager and attend all training courses as deemed necessary.
• Demonstrate a professional demeanour at all times, particularly with regard to punctuality, appearance and general manner.
• Work a flexible rota, including evening, early and weekend shifts.