Lead Therapist

Animation and Recreation
Job Role:
Spa Therapist
Staff- Line level
Salary Description:
Raffles Hotels and Resorts
Job Ref:


Job Purpose
The Spa Lead Therapist is responsible in performing professional massage therapy and body treatments and remains current with the industry. Train and supervise all Therapists in latest trends and Guest service protocol. Provide uncompromising attention to Guest/Member service.

Key Interactions Internally

• Engineering Team

• Housekeeping Team (Laundry)

• Sales and Marketing Team

• Emergency Response Team

• Front Office

• Talent and Culture Team


• In house guests of Raffles, Fairmont and Raffles Residences

• Walk In spa guests

• Fitness Center Members

• Suppliers and Contractor

Primary Responsibilities

• Responsible for maintaining a Spa related license.

• Mainly responsible for Spa facilities (Lockers, treatment rooms).

• Provide administrative support to spa and fitness departments as needed.

• Ensure smooth operation of reception, hosting and reservations.

• Provide tours, when needed.

• Work with the Spa and Fitness Manager in the formulation of plans for projects and other areas.

• Assist in the administration and implementation of staff training in all aspects of the Spa operations.

• Maintain inventory and stocking of all spa materials.

• Perform massage while maintaining the client's comfort at all times.

• Keep work area clean and neat at all times.

• Courteously interact and answer all facility-related questions with Members and Guests.

• Serve as catalyst to promote spa services to Members and hotel Guests.

• Maintain current professional licenses.

Administrative Duties

• Adhere to Spa Policy & Standard Operating Procedures Manual.

• Maintain inventory of supplies for the administration of the spa facility.

• Conduct selection interviews for new hires as and when required.

• Conduct weekly/monthly therapists departmental communication meeting and to represent facility operations in weekly spa departmental meetings.

• Supervision of therapist (training, hiring, procedures, accounting).

General Responsibilities

Health and Safety

• Follow and ensure that Colleagues adhere to all safety procedures and practices.

• Development of and adherence to therapist department emergency procedures/safety manual.

• Ensure all departments adhere to all safety practices of Willow Stream.

Financial Responsibilities

• Maintain the reception in peak condition at all times, while adhering to all aspects of the operations budget, including payroll.

• Prepare and present monthly budget reports and to assist in the preparation of annual operational budget.

• Control expenses and payroll.

• Seek the spa's ability to maximise revenues by analysing the day to day bookings, future bookings and co-ordinating schedules and services with co-spa Managers, Supervisors and Co-ordinators accordingly.

Colleague Relations

• Ensure Spa department maintains a positive relationship with all departments in the spa and hotel.

• Responsible for all aspects of therapist Colleagues i.e. hiring, recognition, progressive corrective action, training etc.

• Responsible for the efficient training of all therapist Colleagues in all aspects of job tasks, and to assist in the training and development of new hires and current Personnel.

• Ensure Colleagues have a complete understanding of and adhere to the hotel's policy relating to safety.

• Responsible for all spa therapist training in pertinent emergency procedures and ensuring that all departments are well versed in facility operations (cross training).

• Ensure all Colleagues adhere to all hotel standards as stated in the employee handbook.

• Conduct therapist department performance appraisals in a timely manner.

• Ensure efficient communication between all departments as relating to the operation of the reception department.

Guest Service

• Ensure the facility is in peak condition at all times (operations and cleanliness).

• Ensure Guest/Member satisfaction at all times by ensuring that safety and service is always the spa's first priority.

Other Responsibilities

• Well versed in all aspects of the Spa's operations i.e. business telephone usage, guest relations, retail sales, spa services (massage, loofah, facial etc.).

• Assist in the co-ordination of Body Technician services with other spa programs.

• Ensure awareness of current trends in body treatment industry.

• To attend promotional functions as appropriate.

• Handle special assignments.

• Co-ordinate sales activities when needed.

Main Complexity/Critical issues in the Job

• Contraindications in treatments handled

• Possible encounter on harassment

• Cashiering issues (i.e. cash handling) when relieving for coordinators

• Guest emergencies in the area


Knowledge and Experience

• DOH License is required

• Guest focused with a passion for service and standards excellence.

• Must be able to work well under pressure in a fast paced and constantly changing environment.

• C omprehensive knowledge in Spa operations and is a licensed massage therapist, physical therapist or of a similar capacity

• Excellent written and verbal interpersonal and communication skills.

• Strong guest service orientation and training skills background required.

• Ability to work independently and prioritize responsibilities.

• Physical aspects of the position include but are not limited to f requent standing and walking throughout shift.

• Physical Therapist /Hospitality/Business Diploma/Degree an asset


• Guest focused with a passion for service and standards excellence
• Must be able to work well under pressure in a fast paced and constantly changing environment.
• Proven ability to effectively lead, motivate and develop team members
• S trong guest service orientation and training skills background required.
• Ability to work independently and prioritize responsibilities

• Presentable, well groomed with leadership quality.

Contact Details:
Raffles Hotels and Resorts
Tel: .
Contact: HR Department

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