Senior Therapist, Spa & Wellness

Role Overview  Deliver exceptional spa treatments and support daily outlet operations to ensure a consistent luxury guest experience, revenue performance, and compliance with MBS and Forbes standards. Work with the Spa & Wellness Assistant Manager and Training Manager on rostering, quality checks, training, service recovery, inventory, and basic financial controls.  Operations & Guest Experience  Oversee daily spa floor operations and ensure a seamless guest journey from arrival to aftercare 

Conduct opening and closing checks to maintain room, linen, amenity, ambience, hygiene, and safety readiness 

Set and uphold service standards on the floor, ensuring every treatment is delivered with professionalism, pace, and genuine courtesy 

Coach therapists on consultation, contraindications, draping, hygiene, treatment flow, and timing to meet MBS and Forbes standards 

Create memorable departures by anticipating requests and tailoring service using recorded preferences and guest profiles 

Handle service recovery promptly, document issues, and follow up with managers to prevent recurrence 

Escalate guest concerns and feedback promptly to the appropriate manager to mitigate dissatisfaction and safeguard brand reputation  Collaborate with spa reception to manage peak periods, walk-ins, and wait times, optimizing therapist utilization while protecting service quality Financial & Commercial Management  Support revenue targets through effective scheduling, upselling, and conversion of enquiries into bookings 

Track daily revenue, utilization, average spend, and retail conversion; escalate variances with recommended actions 

Maintain required spa and retail stock levels through par checks, random counts, and timely purchase requests 

Monitor product usage, wastage, expiry, storage, and dispensing to manage cost of sales 

Sales, Marketing & Brand Representation  Serve as a brand ambassador on the spa floor, consistently modelling Forbes and luxury hospitality behaviours 

Provide confident treatment consultations and convert enquiries into bookings through strong product knowledge 

Recommend suitable treatments, enhancements, and retail products based on guest needs and contraindications 

Maintain accurate guest profiles and preference records to enable personalized recognition and encourage repeat visitation 

Ensure consistent messaging on pricing, policies, and booking terms to manage guest expectations and protect revenue 

People Leadership & Associate Relations  Lead and motivate therapists to deliver consistently high service standards and achieve outlet objectives 

Support roster planning to optimize coverage, utilization, and treatment demand 

Conduct briefings and handovers on priorities, VIPs, special requests, safety updates, and promotions 

Hold therapists accountable for impeccable presentation and respectful conduct that elevates the overall guest journey 

Address on-shift performance matters such as punctuality, grooming, treatment quality, and guest feedback fairly and promptly 

Embed understanding of spa and hotel policies, procedures, and regulatory requirements through ongoing coaching, reminders, and spot checks 

Support performance reviews and improvement actions with the Spa & Wellness Training Manager 

Promote positive associate relations by listening actively, resolving day-to-day concerns, and escalating sensitive issues to the Spa & Wellness Director/HR as required 

Training & Talent Development  Assess therapists’ technical performance through observations, guest feedback, and audits; coordinate refresher training as needed 

Coach on treatment standards, consultation, contraindications, draping, product knowledge, and timing 

Collaborate with the Spa & Wellness Training Manager to identify individual development needs and learning plans 

Deliver spa and retail product knowledge training, including new launches and promotional talking points 

Support new hire onboarding on standards, hygiene, service sequence, and systems basics 

Promote continuous learning through best practice sharing, short toolbox sessions, and recognition of improvements 

Administration & Reporting  Complete reports, correspondence, and handover notes accurately and on time 

Coordinate with reception on booking accuracy, therapist allocation, room assignment, special requests, and VIP notes 

Support service-related guest enquiries by providing accurate treatment and product information to reception and front office colleagues as needed 

Report maintenance issues, equipment faults, stock shortages, and guest incidents promptly 

Maintain audit readiness through checklists, SOP acknowledgements, and hygiene/service documentation 

General Responsibilities  Uphold company values and service culture; maintain exemplary grooming, professionalism, and conduct at all times 

Keep the spa clean, well presented, and guest-ready at all times 

Maintain adequate stock and ensure storerooms are orderly, secure, and audit-ready 

Protect guest privacy and handle personal and treatment information discreetly 

Perform other duties as reasonably assigned from time to time 

Performance Evaluation Criteria  Service quality and consistency (Forbes compliance, treatment execution, consultation quality, and hygiene/safety adherence) 

Guest experience outcomes, including satisfaction feedback, service recovery, repeat guest recognition, and documentation 

Productivity and revenue contribution, including utilization, scheduling, booking conversion, and retail conversion 

Financial stewardship and accuracy (inventory variance management and wastage control) 

Team leadership effectiveness (roster fairness and coverage, coaching quality, teamwork, and adherence to grooming/discipline standards) 

Education & Professional Credentials  Secondary education or equivalent 

CIDESCO/CIBTAC/ITEC/WSQ qualifications and other recognized certifications 

Supervisory, service excellence, leadership, safety, or hygiene training will be advantageous 

Experience  Minimum 5 years of spa & wellness or spa training experience within a luxury hotel or resort environment 

Prior supervisory or shift lead experience in rostering, coaching, and daily operations is preferred 

Demonstrated capability in managing guest feedback/service recovery and sustaining high service standards across a team 

Exposure to outlet administration, including revenue summaries, inventory checks, training records, and checklists 

Core Competencies & Professional Attributes  Strong service leadership: leads by example on the floor; coaches standards without disrupting the guest experience 

Proven ability to collaborate effectively and build positive working relationships across departments 

Clear, professional English communication (verbal and written) with guests and colleagues; able to document incidents and handovers with accuracy 

High attention to detail and strong organization: checklists, room readiness, appointment accuracy, stock control, and report quality 

Guest-centric approach: warm, discreet, and confident when supporting VIPs, resolving complaints, and executing service recovery 

Sound judgement and composure under pressure; able to prioritize during peak periods and make timely, safe decisions 

Flexible schedule with the ability to work rotating shifts, weekends, and public holidays