Position Summary

Provides exceptional guest service while providing massages and body treatment services to guests according to the Spa standards and procedures.

Duties & Responsibilities

Primary Responsibilities/Essential Functions

Provides consistent professional massage modalities and body treatments in accordance with spa protocols and accepted certification practices to male and female guests. Develops an appropriate treatment plan based on the guest's needs and requests. Does not provide medical advice.
Provides the highest level of customer satisfaction by listening and understanding guests’ needs and desires. Maintains and expands the patronage of spa and salon by actively promoting/upselling additional treatments, services and retail products. Maintains knowledge of other services and amenities of the property. Explains features and benefits of spa products, treatments and services to guests. Provides answers to pre-treatment and post-treatment questions.
Manages time efficiently to maintain tight schedule, prepare for guests and execute all treatments. Monitors schedule to minimize delays.
Demonstrates respect, sensitivity and concern for guests’ needs in a professional manner. Maintains strict confidentiality according to department procedures and guidelines. Follows proper draping procedures and Blood Borne pathogen procedures at all times.
Uses computer systems to accurately enter information, chart and document each guest seen.
Must wear slip-resistant shoes. Follows all safety policies and procedures. Reports potential safety issues to manager whenever observed and takes immediate action to resolve in emergency situations. OSHA laws require the use of Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety. Team members will be trained in the proper use and care of assigned PPE if applicable. The hotel provides the required PPE. Team member has responsibility to report defective, damaged or lost PPE or equipment that does not fit properly to their Manager. Maintains strict compliance with hotel's Hazardous Material (HAZMAT) program and familiarizes self with current MSDS.
Reporting to work as scheduled (on time and on regular basis) is an essential function of the job.

Other Responsibilities/Supportive Functions

Complies with room set up and sanitation procedures, inventory and linens guidelines. Assists in maintaining cleanliness and restocking of all treatment rooms.
Resolves guest complaints within scope of authority, otherwise refers the matter to management. Ensures all guest communications are following Spa department and hotel standards. Notifies supervisor and/or Security of all unusual events or circumstances, inappropriate guest behavior, missing items, or alleged theft. Always ensures safety of guests when performing treatments. Keeps immediate supervisor promptly and fully informed of any problems, potential safety issues, adverse reactions, or unusual situations so prompt corrective action may be taken. Communicates with other departments and staff to fulfill guest needs.
May take lead role during absence of management.
Improves job knowledge by attending training sessions as instructed.
Notifies management of unsafe conditions, needed maintenance of any equipment and any accidents.
Diploma or certification in Massage Therapy required to obtain a license/permit in the state/county/city of the spa.
Three to five years of experience as a licensed Massage Therapist in a similar environment (i.e. spa, hotel, med spa, or resort) desired. Must successfully complete a skills assessment if conducted at the spa.
Trained and certified in all basic massage techniques. Must be able to perform all massage treatments offered by the spa for both men and women. Able to deliver diverse massage modalities, including Swedish and Deep Tissue. Understands contraindication for massage therapy.
Must maintain current State, County, City, or other required Massage Therapist licenses/permits. Must provide a valid original copy of license/permits as required by Spa and/or State law. Valid CPR certificate or willingness and ability to obtain one may be required.
Requires the ability to serve the needs of guests through the use of the phone, computer, and face-to-face interactions. Contacts sometimes contain confidential/sensitive information so it requires the ability to use discretion. Must demonstrate a positive attitude and professional demeanor. Requires strong communication and interpersonal skills and commitment to a high level of guest satisfaction.
Completes all training and continuing education as required.
Requires the ability to perform basic math skills such as addition, subtraction, multiplication, and division.
Requires the ability to learn and use telephone and computer systems used at the hotel. Working knowledge and skills of computer operation required.
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Must be able to speak, read, write, and understand English to understand instructions, safety rules, and communicate with guests.
Due to the cyclical nature of the hospitality industry, team members may be required to work varying schedules to reflect the business needs of the club. Work schedules will include working on holidays, weekends, and alternate shifts.
Must know all applicable health standards.
Must maintain a clean and appearance and professional demeanor.

Balboa Bay Resort

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