Lead Therapist

Job Description

Summary of Responsibilities:

Reporting to the Spa Operations Manager, responsibilities and essential job functions include, but are not limited to, the following:

• Consistently offer professional, engaging and proactive guest service while supporting fellow Colleagues
• Demonstrate Fairmont core values in all interactions
• Ensure an exceptional guest experience by supervising, motivating, leading, coaching and managing all aspects of therapist team members’ 
• Facilitate training on product knowledge, protocols and treatment practices as needed to ensure an exceptional guest experience
• Train and assess LQA treatment standards ensuring all standards are in place and executed at all times
• Conduct daily briefings, weekly/monthly departmental communications meetings in a positive, motivating manner
• Management of skin care and consumables inventory to budget, maintaining adequate par levels
• Generate sales driving therapists recommending and/or up-selling products and services 
• Preparing and presenting monthly reports on therapist KPI’s
• Conduct therapist performance appraisals in a timely manner 
• Practice “Management by Walking Around” (MBWA) by providing leadership, being accessible and visible, and inspecting the cleanliness and maintenance of the facility.
• Ensure all health department standards are upheld with daily inspections of treatment rooms. Maintain a clean, hygienic and neat work environment at all times, ensuring all equipment is in safe working condition
• Resolve guest concerns in a prompt and efficient manner, following correct documentation and ensuring managers and relevant departments are notified in a timely manner
• Acting manager on duty in absence of Assistant Spa Manager, supporting the spa desk operations as required
• Provide an exceptional guest experience by performing skin care treatments utilizing facial machinery, massage and body treatments in minimum modalities of Swedish, Aromatherapy, Deep Tissue, Hot Stone, Body Scrub and Body Wrap in a professional and engaging manner
• Perform nail services including natural nail spa manicure, spa pedicure, gel nail services and depilatory waxing services
• Maintain an ongoing repeat clientele

• Willing to provide spa services in indoor and outdoor locations
• Follow and ensure compliance with all corporate, hotel, departmental and safety policies and procedures
• Participate in hotel committees
• Participate in special projects, events and promotions as required
• Perform other function related duties and projects as assigned

Qualifications

Qualifications:

• A diploma in Cosmetology, Beauty Therapy and/or Esthetician license is required
• At least 2 year’s supervisory and training experience in massage and spa therapies in a luxury hotel environment is strongly preferred
• Current First Aid and CPR certification is strongly preferred
• Proven ability to focus attention on guests needs, remaining calm and courteous at all times
• Proven strategies to coach teams in achieving key performance indicators
• Energetic with excellent interpersonal and communication skills
• Excellent organizational skills with ability to prioritize and multi-task
• Proven ability to work in a demanding fast paced environment
• Proven ability to work cohesively as part of a team in a multi-cultural, diverse environment
• Strong work ethic, highly responsible, reliable and the ability to work extended hours including evenings, public holidays and weekends is required

Additional Information

Physical Aspects of Position (includes but are not limited to): 

• Frequent standing and walking throughout shift
• Visual Effort: Medium
• Environmental Stress: Busy Atmosphere