Head Therapist

Accor · Raffles Seychelles

Company Description

Raffles Seychelles, part of the esteemed Raffles Hotels & Resorts, boasts 20 ultra-luxury properties worldwide, some featuring exclusive branded residences. In 2023-24, four new Raffles hotels will be unveiled. The brand, named after Sir Stamford Raffles, exudes elegant British charm while catering to the modern lifestyles of well-travelled guests. With warm, personalized service and iconic Raffles Butlers, we offer an atmosphere of generosity.
Our hotels are not just accommodations; they are art museums, culinary hubs with renowned chefs, and pioneers in next-gen wellness experiences. We prioritize cultural and natural heritage preservation, employing experts within our properties. At Raffles, guests transform into friends and eventually become family. It's a place to celebrate, explore, exchange ideas, and discover a new dimension of luxury that resonates with emotions as gracefully as the Raffles name itself.

Job Description

Position Summary

The Spa Head Therapist / Trainer is responsible for delivering exceptional spa treatments while leading, coaching, and developing the spa team to ensure the highest standards of service, treatment quality, guest satisfaction, and operational excellence.

The role serves as the primary trainer and mentor for all therapists, ensuring adherence to brand standards, treatment protocols, product knowledge, retail sales techniques, and wellness service delivery. The Spa Head Therapist / Trainer supports the Spa Director and Spa Manager in achieving financial targets, maintaining operational efficiency, and creating memorable guest experiences.

KEY RESPONSIBILITIES

Leadership & Team Development

Lead and motivate the therapist team through daily supervision and coaching.
Conduct departmental orientation for new team members.
Prepare departmental training plan/ training schedule/ training report
Develop and implement daily/ weekly and monthly training plans for therapists.
Deliver practical and theoretical training on treatments, products, workshops, wellness programs, and guest service standards.
Conduct regular treatment assessments and competency evaluations.
Monitor therapist performance and provide constructive feedback.
Assist management with performance reviews and development plans.
Foster a positive and professional team culture.

Guest Experience & Treatment Delivery

Deliver spa treatments according to established SOPs and luxury service standards.
Perform treatments based on guest consultation and health assessment.
Ensure all guest interactions exceed expectations and reflect the resort's service culture.
Handle guest concerns and recovery situations professionally.
Maintain confidentiality of guest information and treatment records.
Encourage repeat business through exceptional service and personalized recommendations.

Deliver exceptional, warm, and intuitive service at all times
Actively engage with guests to understand their wellness needs and recommend suitable classes or spa treatments
Promote wellness programs, classes, and spa offerings
Create a calming, welcoming atmosphere reflective of a luxury spa environment

Training & Quality Assurance

Ensure consistency of treatment standards across all therapists.
Conduct regular treatment audits and quality assessments.
Maintain up-to-date training records and competency metrics
Train therapists on new treatments, techniques, seasonal promotions, and wellness programs.
Ensure adherence to brand standards, operational procedures, and treatment protocols.
Monitor grooming, hygiene, and professional presentation standards.

Financial Performance and Retail Sales

Support achievement of departmental revenue targets.
Promote and drive retail sales through effective product recommendations.
Encourage treatment upgrades and wellness program sales.
Monitor therapist productivity and utilization.
Assist with inventory control and product cost management.
Support monthly stock counts and inventory reconciliation.

Spa Operations

Assist with daily scheduling and therapist allocations.
Ensure treatment rooms are properly prepared and maintained.
Ensure daily requirements stocks are maintained (Dry amenities, disposables, shower amenities, fruits, store items, cleaning items etc.)
Monitor equipment functionality and report maintenance requirements.
Support spa opening/closing/ set-up when required
Ensure cleanliness and presentation standards throughout the spa.
Assist with operational reports and administrative duties.

Policies and Procedures

Maintains a high standard of appearance and grooming at all times, as per Raffles Standard.
Apply and adhere to rules and regulations as per standard handbook, departmental and Resort policies and procedures, including those for the emergency situations
Develop and maintain an understanding of the overall organization’s mission, vision and values
Handles any guest’s complaint in a professional manner, as per standard Policy & Procedures
Practices proper telephone etiquette with colleagues and resort guests.
Ensures all activities are carried out honestly, ethically and within the parameters of the Seychellois Law

Health, Safety & Compliance

Ensure compliance with all health, safety, hygiene, and sanitation standards.
Maintain awareness of emergency procedures and resort policies.
Ensure therapists follow safe treatment practices at all times.
Report and address any potential workplace hazards.
Lead by example in maintaining professional conduct and ethical standards.

Key Performance Indictaors (KPIs)

Guest Satisfaction Score
Therapist Productivity %
Retail Revenue Achievement
Treatment Revenue Achievement
Training Hours Delivered
Repeat Guest Ratio
Treatment Audit Results
Inventory Management
Employee Engagement and Retention

Skills & Competencies

Advanced knowledge of massage therapies, body treatments, facials, and any related wellness therapies.
Strong training, coaching, and mentoring skills.
Excellent communication and interpersonal abilities.
Strong retail sales and guest engagement skills.
Leadership and team management capability.
Computer literacy and spa software knowledge.
Fluent in English; additional languages are an advantage

Job Qualifications

Diploma or Certification in Spa Therapy, Massage Therapy, Beauty Therapy, or Wellness Management.
Minimum 3 years of experience as a Spa Therapist in a luxury spa environment.
Minimum 1 year experience in a supervisory, lead therapist, or trainer role preferred.

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