Join the Hideaway team, the newest wellness concept by The Trapeze Group, located in the latest and upcoming lifestyle destination by The Lo&Behold Group in the vibrant Robertson Quay. At Hideaway, we're creating a unique space for healing and recovery, offering a blend of modern massage treatments, and cold plunge and sauna facilities, designed to enhance the wellness experience. As part of our dynamic team, be part of a concept that aims to redefine wellness. Join us in making Hideaway a distinctive haven for rest and recovery, as we prepare for our grand opening in 2024.
Purpose of Role and Objectives:
The Spa Therapist Supervisors delivers exceptional service to each client in a pleasant, sanitary and safe
manners. They have excellent customer service skills. They are professional and committed to consistently delivering high standards of service and communication.
The professional objectives of the Spa Therapist Supervisorare:
- To effectively implement the spa objectives of high performance in treatment delivery, product sales and customer service.
- To maintain a consistent and high standard of presentation, order, hygiene and cleanliness in all the treatment rooms and all facilities throughout the spa.
- To actively promote the spa to build awareness, sell retail products and generate clients’ repeat visits.
- To be customer service orientated.
- To commit to quality, display a high level of integrity, professionalism and graciousness at all times in dealing with guests, and all team members.
- To interact positively and cooperate with the Spa Lead Therapist/Trainer and all Spa team members to provide a seamless customer experience.
The Spa Therapist will be required to conduct their duties in a courteous, safe and efficient
manner, in accordance with the Hideaway Spa policies and procedures, ensuring that the
highest level of service is maintained to demonstrate impeccable guest spa experience at all times.
Roles & Responsibilities:
- To welcome and acknowledge guests, maintaining professional composure at all times.
- To carry out all the treatments available on the menu.
- To conduct consultations and evaluate clients’ individual needs and expectations to recommend the most accurate treatment/package in the spa.
- To drive retail sales of spa products, maximise treatment sales and educate clients about self-care and home care products.
- To record and update client files in a timely and consistent manner.
- To guide spa guests in the utilisation and benefits of wet facilities.
- To keep the spa management well informed of any guest's request, complaints and/or special needs and preferences.
- To support and implement all promotional activities.
- To ensure all treatments and techniques are performed according to prescribed standards and protocols.
- To ensure thorough knowledge of the SOP and the consistent implementation of the checklists.
- To use the quantity of products for treatments accurately and according to the standards and protocols.
- To support treatment operations by performing efficiently their daily/weekly assigned tasks in addition to delivering the spa services and in accordance with the Spa SOPs:Opening and closing spa procedures.
Pre and post-treatment preparation (setting, products, towels stocks, etc.).
Presentation, cleanliness and tidiness of treatment rooms and other facilities.
- To ensure the professional usage of all operational equipment and well maintained and in safe condition and report equipment malfunctions and damage to the SLT/Spa Manager.
- To participate in the introduction programme and be aware of their roles & responsibilities and those of other staff members, and the company’s philosophy.
- To attend and actively participate in ongoing training programmes (updates and refreshers, new treatments, new products) organised with vendors and the Spa Consultant.
- To maintain knowledge at all times in all spa treatments and customer communication strategies.
- To be aware of their work schedule and ensure they work according to the planned staff duty roster.
- To be responsible and give adequate notice whenever serious circumstances prevent them from adhering to the schedule.
- To assist the Spa Reception to take appointment bookings whenever needed.
- To undertake any additional and supportive duties as requested by the Spa management.
- To comply with the Hideaway code of Conduct at all times (grooming, language, standards, etc.).
- To ensure safety procedures are followed and notify the management of any accident or injury.
- To participate in all general and team meetings and briefings.
- To ensure compliance with all relevant Singapore Workplace Health & Safety rules, Fire and Evacuation procedures and other related Hideaway policies.
To summarise, it is not the intention of this Role Description to limit the scope or responsibilities of the above-mentioned but to highlight the most important aspects of your position. It is an essential role responsibility that you are committed to your job and the success of our SPA, and maintain a willingness to accept total flexibility of jobs and duties throughout the spa.
Education & Experience (required):
- High school graduate or equivalent.
- Beauty/Spa/ Massage therapy Certification (CIDESCO/CIBTAC/ITEC/WSQ qualifications and other recognized certificates).
- Certification in various professional massage modalities.
- 1 to 2 years of work experience in a standalone spa or Spa Hotel & Resort.
Technical /Functional Competencies:
- Knowledge and Experience in the following massage modalities: Swedish, Aromatherapy, Deep Tissue/ Sports Massage, Acupressure techniques (Shiatsu, Tuina), Head Massage, Chi Nei Tsang, Lymphatic Drainage, Foot Reflexology.
- Complete technical knowledge – theory and practical - of all treatments and services offered in the spa as well as protocols.
- Complete knowledge of all ingredients and products used in the spa and sold at the retail shop.
- Must have a complete understanding of the technical aspect of the spa and spa issues.
- Customer relations and service: able to respond to all the guest’s spa needs and requests.
- Demonstrate sales skills, meet or exceed retail sales performance requirements
- Able to multi-task and set clear priorities.
- Professional flexibility and results-oriented.
Key Competencies & Skills
- Enthusiastic, warm and positive personality.
- Supports team members and teamwork.
- Excellent communication and interpersonal skills.
- Handles difficult situations and demanding guests in the most sensitive, professional and courteous manner.
- Coachable, trainable and open to learning new techniques and ways to build personal effectiveness.
- Attention to detail and the ability to anticipate guests' needs and demands.
- Practise the highest standard of hygiene, neatness and overall well-groomed presentation.
- Support a high-performance culture, enthusiastic energy and able to work in a fast-paced environment.
- Prompt and punctual.
- Never speak in a loud voice to colleagues or guests.
- Maintain a sense of urgency with whatever task is required.
- Good sense of humour!
Other Skills
- Good command of English and second language desired (Mandarin, Cantonese, Bahasa).
- Writing skills: Able to write relevant updates (guest files, etc.) and read /write training documentation.
- Computer skills: Word, able to use the Spa Software.
