The posting
Job Summary
Deliver luxury Spa & Wellness services in line with MBS and Forbes standards. Provide safe, effective treatments, support daily operations, and contribute to guest satisfaction and revenue through quality consultation and appropriate retail recommendations.
Job Responsibilities
Operations & Guest Experience
- Deliver spa treatments professionally in line with MBS, Forbes, and approved treatment standards.
- Conduct guest consultations, assess contraindications, and tailor treatments within scope of practice.
- Prepare and reset treatment rooms to ensure cleanliness, hygiene, and guest-ready presentation.
- Maintain spa cleanliness, sanitation, and safety, including proper handling of products, linens, and equipment.
- Provide aftercare advice and recommend suitable follow-up treatments.
- Manage service recovery promptly and escalate feedback or complaints when needed.
- Coordinate with spa reception on bookings, preferences, timing, and special requests.
Financial & Commercial Management
- Support revenue through guest consultation, treatment recommendations, and appropriate retail suggestions.
- Use spa products responsibly to minimise wastage and comply with storage and hygiene requirements.
- Monitor treatment-room inventory and report low stock, damage, or expiry concerns.
Sales, Marketing & Brand Representation
- Represent the brand as an ambassador by delivering warm, discreet, and professional service consistent with MBS and Forbes expectations
- Welcome guests and provide informed consultation on spa enquiries; articulate treatment benefits, duration, and expectations with clarity
- Recommend appropriate treatments, enhancements, and retail products based on guest needs, preferences, and contraindications, ensuring ethical selling and guest comfort
- Maintain accurate guest profiles and preferences to enable personalised recognition and encourage repeat visits
- Support seasonal promotions and product launches by remaining conversant with current offers and communicating them consistently to guests
People & Associate Relations
- Collaborate effectively with all Spa & Wellness associates to ensure efficient daily operations and a consistently high standard of guest experience
- Maintain respectful and professional conduct with colleagues and cross-functional partners; contribute to a constructive team culture
- Provide clear shift handovers on room readiness, product utilisation, guest preferences, and outstanding service follow-ups
- Adhere to spa & wellness and hotel policies and procedures, including grooming, attendance, hygiene, and safety requirements
- Escalate operational concerns, guest feedback, and maintenance issues promptly to the Spa & Wellness Senior Therapist
Training & Talent Development
- Participate in required technical, service, hygiene, and compliance training to sustain treatment excellence and alignment with MBS and Forbes standards
- Maintain current knowledge of treatment protocols, contraindications, equipment operation, and the spa & wellness product range
- Attend retail and product-knowledge sessions and apply learning to consultations and recommendations
- Seek and incorporate feedback from the Spa & Wellness Training Manager to refine technique and elevate the guest experience
- Complete all mandatory certifications and refresher training by the required due dates (e.g., hygiene, safety, treatment standards)
- Foster a culture of continuous learning by sharing approved best practices with peers and supporting colleagues during peak periods, as needed
Administration & Reporting
- Complete all required documentation accurately and within stipulated timelines (e.g., guest profiles/preferences, consultation notes where applicable, assigned iPad survey prompts)
- Liaise with spa & wellness reception to verify reservations (service selection, schedule, guest preferences, and special arrangements) and support correct therapist scheduling and room preparation
- Support service-related guest enquiries by providing accurate treatment and product information to reception/front office colleagues, as needed
- Observe confidentiality and privacy requirements when handling guest information
General Responsibilities
- Uphold company values and the service culture; maintain professional grooming and conduct standards at all times
- Maintain treatment areas in a clean, orderly, and guest-ready condition; comply with daily hygiene and sanitation procedures
- Keep assigned-room supplies topped up and properly stored, and raise any shortages, damage, or expiry issues to the Spa & Wellness Senior Therapist without delay
- Safeguard guest confidentiality, including all personal data and service/treatment information, in line with privacy and data-handling requirements
- Comply with all hotel and departmental policies, procedures, and standards, including safety and emergency protocols
- Undertake other duties and assignments as required from time to time
Performance Evaluation Criteria
- Service quality and consistency (Forbes compliance, treatment execution, consultation quality, and adherence to hygiene and safety standards)
- Guest experience outcomes (guest satisfaction feedback, professionalism, responsiveness, effective service recovery, and appropriate escalation when required)
- Productivity and revenue contribution (punctuality, appointment readiness, treatment timing, retail recommendations, and ethical upselling)
- Accuracy and compliance (documentation completeness, adherence to SOPs, responsible product usage, and wastage minimisation)
Job Requirements
Education & Professional Credentials
- Secondary education
- CIDESCO/CIBTAC/ITEC/WSQ qualifications and other recognised certificates
- Relevant training in service quality, hygiene, and workplace safety will be an advantage
Experience
- Spa & Wellness therapy experience within a luxury hotel, resort, or day-spa environment
- Demonstrated competence in delivering the Spa & Wellness core treatments with consistent technique and professional guest handling
- Experience in managing guest feedback appropriately and escalating matters when required
- Comfortable providing basic operational support (room readiness, assigned-room stock checks, and guest profile updates)
Job Requirements
Education & Certification
• Secondary education preferred
• With CIDESCO/CIBTAC/ITEC/WSQ qualifications and other recognized certificates will be an advantage
Experience
• At least 2 years of experience as a Spa Therapist
Other Prerequisites
• Good interpersonal Skills.
• Good communication and listening skills
• Basic computer knowledge
• Team player
• Have enthusiasm and possess superb customer service skills
• Customer-oriented
• Take pleasure in working with people and have an outgoing personality
• This position requires an applicant with a flexible schedule and the ability to work all shifts, weekends and holidays
