Spa Supervisor

Company Description

Raffles is a collection of luxury hotels and resorts worldwide, each distinguished by its luxury, elegance and residential charm. Raffles Hotels & Resorts are one-of-a-kind properties, each one a landmark in its respective city, positioned at the top of its local market and rated among the very best in the world.

Job Description

Key Areas:

1. Knowledge

2. Service

3. Operations

4. Leadership

5. Values

Special Note:

The attached key areas, responsibilities and activities reflect the items considered necessary to describe the principal functions of the job identified and shall not be constructed as a detailed description of all the work requirements that may be inherent in the job.

SECTION TWO:                                  KEY AREAS

Position                               Spa Therapist

RESPONSIBILITIES                       

ACTIVITIES

1. Knowledge

• To have thorough knowledge of all SOP’s and P&P’s for Spa & Fitness department
• To have extensive knowledge of hospitality sector, especially upper luxury segment
• To have thorough knowledge about Raffles brand values, LQA Standards and Forbes Standards & Accor and Raffles Brand Standards.

2. Service

• Adhere the standard operating procedures.
• Review daily productivity / operation.
• Work towards retail and treatment revenue goals set by the department
• Communicate guest preferences to relevant departments and co-workers.
• Perform spa treatments services in a safe, comfortable, and hygienic manner.
• Maintain an ample inventory of all products necessary to perform all facials such as skin care products, cotton, distilled water, bowls, towels, sheets, blankets, plastic bags, and face cloths, etc.  Prepare kits as required.
• Maintain current professional certification while consistently pursuing updated knowledge and expertise regarding wellness.
• Constantly maintain up-to-date knowledge of the personal services performed and any revisions in the skin care products or procedures used.
• Courteously interact and answer all facility-related questions with Members and Guests.
• Maintain the confidentiality policy for all spa / member guests and employees.

3. Operations

• Cooperate with the other therapists and the reception in the formulation of plans for projects.
• Be on time for appointments and thoroughly review appointments after completing each service and shift.
• Maintain inventory of supplies for the operation of the treatment rooms.
• Maintain accurate records as required by hotel and government regulations
• Maintain equipment for aesthetics and personal equipment in safe and sanitary condition.
• Perform all spa treatments on members and Guests using safe and professional techniques.
• Be a host to the guests / members of the spa fitness centre. This includes greeting them in person or over the phone in a friendly, efficient and professional manner, as well as escorting them to the appropriate facilities.
• Greet all arriving and departing guests by name, inquire about their level of satisfaction of the services, and maintain positive relations at all times.
• Maintain a neat and orderly work area consistent with the high standards of the facility.
• Ensure guest / member preferences and special requests are accommodated to the best of the property’s abilities.
• Assist in the co‑ordination of spa treatments with other spa programs.
• Report dysfunctional equipment to Spa Director and / or Assistant Director of Spa and / or Fitness Manager
• Maintain a spa database for ongoing guest communication.
• Knowledgeable about all aspects of treatments, spa therapy, and the facility. Provide information and literature about the spa in person and over the telephone
• Tour prospective spa Guests.
• Promote all hotel and spa packages and promotions.
• Recognise arrivals of all VIP guests arriving in both the spa and hotel
• Ensure the facility is in peak condition at all times (operations and cleanliness).
• Assist in the operations of all spa departments as required:

Reception

Boutique / Retail

All facilities

Back of the house & storages

Fitness & Studio & Gardens

• Carry out any other duties and responsibilities as assigned
• Follow up all list & documents that must be updated daily.
• Report any maintenance requirements of the recreation areas.
• Encourage rebooking for spa guests and correct any wrong bookings with care and urgency
• Ensure ambience levels, such as lighting and music are correctly set and maintained and all areas are clean and organized.
• Report any security concerns to the hotel management relating to guest safety.
• Restock and maintain all supply and equipment (for guest & for operation)

4.Leadership

5.Values

• Adhere to follow all safety procedures and practices, lead by example
• Act as a spokesperson for the Spa and the Brand.
• Attend departmental meetings & trainings.
• Be aware of that Guest/Member satisfaction at all times by ensuring that safety and service is always the spa's first priority.
• Be sure that spa therapists team maintains a positive relationship internally and with external departments in the hotel
• Be aware of other team members also practice the SOPs.
• Eager to extend your knowledge about the hotel & the departments.
• Act as an Ambassador for the spa representing the brand values for colleagues establishing relationships with internal and external stakeholders representing the values of the brand and Accor. This includes maintaining a professional appearance at all times
• Ensure the spa is receiving the highest ratings from the TrustYou VOG scores as well as LQA / Forbes guest satisfaction and is a priority at all times
• Responsible for driving the guest experience and communication amongst the colleagues orchestrating a smooth guest sequence delivery

• Authenticity
• Humility
• Excellence
• Generosity
• Graciousness
• Stewardship

SECTION THREE:                     JOB SPECIFICATIONS

Position                                 Spa Therapist

CHARACTERISTICS

REQUIRED

ESSENTIAL

DESIRABLE

PHYSICAL

• Neat appearance
• Articulate
• Good Posture

• Able to perform long hour treatments and be able to support operational tasks.

LANGUAGES

• Oral and written fluency in English
• Local language

• Other languages

QUALIFICATIONS /

TRAINING

• Approved certification by the government.

• University Degree
• Safety oriented First Aid.
• CPR ‑ Basic Rescuer.

WORK EXPERIENCE

• Minimum of 2 years experience as a Spa Therapist.

DISPOSITION

Relationships;

Character;

Potential;

• Motivator and self-starter
• Displays initiative

• Commitment to professional values
• Flexible
• Multitasking

• Quick thinker, courteous and welcoming.
• Safety oriented First Aid
• Adopt yourself into changes in situation and guest preferences

OTHERS

• Industry Network
• Good training skills