Spa Therapist (F)

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**FEMALE MOROCCAN NATIONALS ONLY**

The Spa Therapist as guided by the Spa Manager will remain the standards of the So Spa etiquette and service in all interactions with guests and staff. Responsible for providing all guests with customized personal attention that meets and exceeds all of their needs.  Must be comfortable anticipating a guests needs and discussing any guest concerns and be responsible for addressing any extra details required to go above and beyond the guests expectations.

They must follow the established So Spa guidelines for all spa programs and services adhering strictly to the protocols set forth by So Spa.  In addition, must also contribute to the development and improvement of procedures and treatments through participation in task force opportunities.  Responsible for actively selling additional spa services, return visits as well as retail components that will support and benefit the service provided.  Goals will be set for a required percentage of sales.

Maintain current knowledge of all spa services, pricings, offerings, scheduled, specials and other services provided by the spa.  Use of proper etiquette and professionalism at all times is expected,  Look for every opportunity to suggest new and enhanced guests experiences.

Main Duties:

Administration

• To attend all staff meetings.
• Attend all safety meetings.
• Maintain a daily training log.
• Maintain and develop client base.
• Maintain guest history files on all existing and new guests,
• Review all upcoming appointments and treatments.

• Ensure that all treatment preparation is carried out and guests are collected on time.

Training and Human Resources Management

• Continuously attend training sessions in the spa.
• Attend regularly scheduled product knowledge training classes.
• Attend training sessions as highlighted by the Annual Training Plan.
• Ensure that you have the necessary skills to perform assigned operational duties.
• Provide staff mentoring when required.

Guest Service Responsibilities

• Provide guests with thorough and knowledgeable range of spa treatments using professional draping techniques.
• Escort all guests to changing rooms, retail/relaxation area or next appointment.
• Greet all arriving and departing guests in treatment areas by name.
• Receive and respond to all guests concerns, comments or complaints with discretion and urgency.
• Advise all incoming guests of treatment procedures, special instructions and billing information.
• Communicate guest request preferences to relevant departments and co-workers.
• Provide respect, sensitivity and concern for guests needs with a professional and pleasant manner.
• Maintain positive guest relations at all times, including in-house, external, residents and telephone enquiries.
• Accommodate VIP guest preferences.
• Practice professionalism in every situation with management, guests and employees, treating each person with respect and integrity.
• Maintain the confidentiality policy for all guests and employees.
• Maintain guest history files.

Operations

• Practice universal health care protocol while dealing with guests and co-workers.
• Ensure all equipment is in good working order and functioning properly.
• Exercise dependability and willingness to work with schedule flexibility.
• Maintain treatment room cleanliness at all times.
• Practice a “clean as you go: approach to the work areas.
• Observe all departmental safety procedures and protocols.
• Handle emergency situations with urgency and discretion.
• Provide the range of services within the positions scope of responsibility to the standard as set by So Spa.
• Escort guests throughout the spa ensuring that their needs are met at every stage.
• Proactively up sell, link sell, repeat book and retail to each guest.
• Ensure that all public and private areas are in impeccable physical condition and well maintained.

Communication

• Maintain the confidentiality policy for all spa guests and employees.
• Provide correct explanations for all techniques and treatments.
• Answer any therapy questions or concerns.
• Effectively communicate with all co-workers, spa guests, hotel guests, members and management to their understanding.
• Maintain continuous communication with reception and Spa Management relating to cleaning and maintenance requests.

Miscellaneous

• Maintain a professional appearance at all times, adhering to departmental grooming standards and dress in full uniform at all times.
• Practice professionalism in every situation with management, guests and employees, treating each person with respect and integrity.
• Maintain the confidentiality policy for all spa guests and employees.
• Demonstrate knowledge of current trends in spa industry, with a complete understanding of the latest treatment services, professional product lines, retails and consumer product lines equipment.
• Maybe required to perform a combination of the following operationally supportive functions, with the percentage of time performing each function to be solely determined by So Spa & Sofitel management based upon the particular requirements of the spa, assist with all areas of the spa facility, administrative duties and training.
• Maintain a complete knowledge of the following:

1. So Spa policies, procedures, amenities and services
2. So Spa and Sofitel personnel and team structure
3. Spa operating hours
4. Spa menus, including a la carte services, signature treatments, packages, etc.
5. Pricing, fees and charges for all spa services
6. Treatment room types, décor, locations and amenities
7. Daily appointments, arrival of guests, availability of appointments, specials, etc.
8. Directions to the spa, check-in procedures
9. Retail brands, product lines, services and special promotions
10. Develop a complete understanding of and adhere to So Spa’s and Sofitel employee policies and regulations.
11. Protect the rights of all So Spa and Sofitel intellectual property.

Health and Safety

• Ensure that all potential and real Hazards are reported immediately and rectified.
• Be fully conversant with all departmental Fire, Emergency and Bomb procedures.
• Ensure that all emergency procedures are rehearsed, implemented and enforced   to provide for the security and safety of guests and employees.
• Ensure the safety of the persons and the property of all within the premises by fairly applying Hotel Regulations by strict adherence to existing laws, statutes etc.
• Ensure all staff within the department work in a manner which is safe and unlikely to give risk of harm or injury to selves or others.

General Duties

Relating to day to day operations

• To be an ambassador of the hotel in and outside the work place.
• Encourage and properly use the telephone etiquette as per Sofitel standards.
• Attend to all guests respecting the hotel standards and procedures.
• To offer a warm welcome to all guests and ensure that they enjoy their stay.
• Personally greet and escort the guests rather than pointing out directions.
• Follow daily checklists.
• Assisting clients in all aspects regarding their treatment with complete information about the types of treatments offered, products used and working methods.
• To be flexible with working hours.
• Project a positive and motivated attitude.
• To alert the Director of Security/Spa Manager/Resident Manager/General Manager in case of an emergency.
• Report for duty punctually wearing the correct uniform and name tag. To maintain a high standard of personal appearance and hygiene and adhere to the hotel and department appearance standards.
• To maintain good working relationships with colleagues and all other departments.
• To read and understand the hotels employee handbook and to adhere to the hotels rules and regulations and in particular the policies and procedures relating to fire, hygiene, health and safety.
• To comply with local legislations as required.
• To respond to any changes in the department as dictated by the needs of the hotel.
• To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs.

• 2 years minimum experience in similar position
• Communication skills
• Interpersonal skills
• Diploma / Certification in massotherapy / body treatment
• Ability to work in steam / hammam

Sofitel Royal Bay Resort Agadir (opening in 2024)