COMPANY: OCEAN HOTELS BARBADOS GROUP
Job Summary
The Lead Therapist is responsible for overseeing day-to-day operations of the spa, ensuring exceptional guest experiences and maintaining high standards of service. In addition, they will provide training for all team members and hold them accountable for delivering exceptional service.
The lead Therapist will also perform a range of spa treatments while promoting a relaxing and professional environment for all clients and team members. They are responsible for maximizing revenue through upselling, maintaining health and safety standards and ensuring the spa is well stocked and operational. The Lead Therapist must supervise and lead shifts in the absence of the Supervisor/Manager and assist management in daily tasks to ensure a smooth running in the department.
Duties and Responsibilities
Operational
- Perform various spa services such as body treatments, massages, hair removals, facials, pedicures and manicures.
- Provide continuous training for all team members on the services offered.
- Take care of working equipment.
- Manage client files.
- Manage and keep the room clean and stocked.
- Respond to all customer questions, needs and wants.
- Provide appropriate service recovery techniques.
- Handling guests’ complaints and issues
- Suggest treatments to customers based on their needs.
- Upsell products and services.
- Adhere to hygiene standards and health and safety regulations.
- Stay up to date with the latest trends and best practices.
- Attend educational seminars.
- Be on time for shifts and maintain a consistent, regular attendance record.
- Open and close spa each day according to the Standard Operating Procedures.
- Actively promote the spa, treatments, services, sessions and retail, as well as programs, promotions and/or discounts available.
- Maintain eye contact when addressing external and internal guests; develop professional and personalized relationships with regular guests.
- Handle guests’ questions and concerns promptly, professionally and courteously.
- Maintain complete confidentiality in all guest matters in accordance with company policy.
- Maintain a clean, safe, fully stocked and well-organized work area
- Conduct monthly inventory.
- Monitor team member’s product usage.
- Ensure adequate stock of supplies and equipment; inform management when stock is low.
- Maintain a positive attitude and contribute toward a quality work environment.
- Regularly attend, participate in and support training and staff meetings for the spa.
- Conduct weekly training sessions with team members.
- Record training processes and progress and report to Spa Manager via email.
- Assist in all areas of spa operation as requested by management.
- Communicate with all occurrences involving staff or guests in the spa that require attention.
- Monitor and assist in the writing of the weekly roster and entering AS400 for all Spa staff, ensuring that adequate manning levels are in line with the terms of Ocean Hotels Standards.
- In the absence of the Spa Manager the Lead Therapist must be able to carry out the daily operations of the Spa, ensuring effective communication and execution of all required standards and procedures by all Ocean Hotel employees.
- Stock taking products in the treatment rooms will be a requirement daily.
People Management
- In collaboration with the Spa Manager, manages, motivates and monitors the performance of the Spa team.
- When instructed, they actively participate in the recruitment process for the department by identifying staffing needs and shortening potential candidates by utilizing the company’s HRIS (BambooHR).
- If required, conduct candidate interviews, and informs the human resources team of successful candidates in a timely manner.
- Works with the Spa Manager to identify candidates that are not performing to the expected standards of the company and recommend what steps should be taken.
- Along with the Spa Manager, manages the performance management process within the department by providing continuous and constructive feedback, keeping communication lines open, providing clarification of expectations and identifying areas for improvement.
- To ensure that department goals are clear and aligned with company objectives, AAA 5 Diamond standards and LQA Benchmark standards, and shared with staff to maximize performance expectations.
- Actively coaches the department’s staff to unlock team members’ potential and growth, help them to develop new skills and to aid in promoting individual responsibility, in collaboration with the Spa Manager.
- Shares responsibility with the Spa Manager in conducting annual performance appraisals and assessments for department staff, ensuring that the process is fair, free of biases, accurate, and promotes the overall purpose of the performance management system.
- Able to access and identify department conflicts and infractions against company policies / procedures, and understands how, when and what form of disciplinary action should be taken.
- Plan and execute frequent team building activities, to maintain the momentum and productivity of all staff within the department.
Training and Development
- When required, manages any assigned aspects of Training and Development and Talent Management to maximize on staff’s, personal and professional growth, in accordance with the company’s Human Resources - Training and Culture Development team initiatives and to agree AAA 5 Diamond standards and LQA Benchmark standards.
- Identifies and conducts assessments to determine what training needs are required for staff within the department to increase job knowledge.
- Monitor guests' feedback and provide feedback on how staff could improve on their overall performance.
- Communication with the Spa Manager to recommend and assist with the creation and implementation of training plans, based on assessment and guests’ feedback.
- Liaise with the Human Resources - Training and Culture Development team to support the department’s development objectives and ensure that staff are equipped with the necessary tools and materials to effectively execute their daily tasks.
- Assist the Spa Manager in carrying out or ensuring that regular On-the-Job training is taking place to align with the AAA 5 Diamond standards and LQA Benchmark standards.
Job Requirements
- Must be detail-oriented and can multitask.
- Ability to be efficient and productive in a fast-paced environment.
- Must have enthusiasm and possess excellent customer service skills.
- Must possess basic math and money handling skills.
- Enjoy working with people and possess a friendly and outgoing personality.
- Excellent communication, listening and computer skills.
- Must be a team player.
- Good time management skills.
- Ability to provide training and mentorship to peers.
- Positive attitude and patience.
Education and Experience
- A minimum of 5 years of experience in massage techniques, manicures, pedicures, hair removal and other face and body beauty treatments.
- Experience in Sales & Marketing.
- Degree or current license in Aesthetics or Massage Technology.