Spa Therapist at Kempinski Hotels

Job Description

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Kempinski Hotels S.A. is Europe’s oldest luxury hotel group. The group now has its head office in Geneva but was founded in Berlin in as the ‘Hotelbetriebs-Aktiengesellschaft’.

Summary

Under the general direction of the Spa Manager and within the limits of Kempinski the spa policies and procedures, executing treatments for the spa guests. Maintaining the highest possible hygiene in the treatment rooms and ensuring the highest possible guest satisfaction.

Key Responsibilities

To take responsibility /ownership and do whatever is required to provide a truly memorable experience for the guest fulfilling the duties as a therapist and a team member at Kempinski the Spa. To have a clear understanding of, and work in line with, all related standards, core values, visions, and goals of Kempinski the Spa. To ensure clients receive treatments according to the spa`s standard operating procedures and policies. The Therapist is key to providing the core of the spa experience. It is the responsibility of the Spa Therapist to ensure that we deliver special, individual, and unique services to all guests in the Spa and Fitness Centre. To ensure the highest level of comfort and service, and create a genuine, warm, and welcoming environment for our guests. The Therapist will ensure that the handover is completed in the guest journey as per the outlined standard, follow up on the treatment experience, expectations and satisfaction, and act on any discrepancies. The Therapist will require a high level of social skills and the ability to take responsibility for customer service in the spa. High standard of presentation is essential, as well as reliability and punctuality. Perform spa treatments to a high standard. On completion of the guest’s treatment experience, guide them to their next area. Following scheduled roster and daily appointment schedule. Maintain hygiene and cleanliness of treatment rooms and work areas. Manage levels of professional stock and supplies. Refer and abide by the spa standard operational procedures, policies, and form manuals. Will take full responsibility for all related therapist’s tasks and duties, such as, but not limited to, Conducting treatments according to Kempinski the spa menu, standards and outlined protocols. Have knowledge of the process, benefit and outcome of all practiced techniques and treatments. A good working knowledge in related treatment products and the ability to be flexible in the same with regards to guest’s requests. Confident working with and fully understanding the health assessment, able to work with discretion to ensure that any necessary precautions are taken. Always confirm the scheduled treatment with the guest before starting the treatment. Ensure all treatment and preparation areas are set up to standard and any discrepancies are resolved immediately. Treatment room should be in order before welcoming any guest or handing over to your colleague. Products must be in place and refilled as per standard and act on any discrepancies. Serve pre and post treatment drinks, having the knowledge of the properties of the refreshment. Be well informed on the retail products and their benefits, confident in dealing with guest’s requests and queries. Knowledgeable about retail products related to specific menu treatments and able to make recommendations thereafter. Assist the guest with their home care program, making suitable recommendations. A good understanding of all your duties, following set guidelines, SOP, and checklist for the spa. Be present and actively participate in meetings and training. Greet all guests with a welcoming smile and a clear but soft voice tone. Always be punctual for appointments and meetings. Apply the qualities of discretion and always maintain strict confidentiality. Be genuinely committed to guests and fellow colleagues be aware that `Guests bring Guests’. Take care and take ownership of the guest from their arrival to their departure in the spa by accommodating their needs, requests and always respecting their privacy. Keep work areas clean and well organized. Handle any accidents or guest incidents in a swift and professional manner, ensuring it is documented. At all times present a healthy and well-maintained appearance and immaculate grooming. Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.

Desired skills and qualifications

High School or secondary diploma required. Massage certificate / Beauty therapy certificate/ Aromatherapy certificate. First Aid and CPR certificate will be an advantage. At least Three years’ spa therapy experience in an international standard spa. Previous experience in a 5 star/luxury hotel is required. Knowledge of herbal therapy, body treatments and facials. Knowledge in operating Spa machines and equipments. Good communication skills. Able to work in a fast paced environment and can multitask. Ability to remain calm and composed under pressure.