A degree or diploma in Spa & Wellness Management, Hospitality Management, or another relevant qualification is required.
At least 2 to 4 years of progressive experience within a luxury hotel or resort spa, or high-end wellness facility, is required.
At least 5 years in a supervisory or team-lead role, such as Lead Therapist or Spa Supervisor, is required.
A demonstrated track record in luxury guest service, VIP handling, and resolving client escalations smoothly is required.
Ability to handle daily cash reconciliation, review sales reports, monitor therapist commission structures, and assist in meeting retail and service revenue key performance indicators is required.
Proficiency in Microsoft Office and office management software is required.
Strong organizational skills, attention to detail, and the ability to multitask are required.
Excellent negotiation skills are required.
Excellent written communication skills suitable for high-end clientele and cross-departmental coordination are required.
Ability to work in a fast-moving, fluid team setting with multiple stakeholders is required.
Responsibilities
Assist the Spa Manager in managing a successful spa by leading the spa team to deliver and exceed guest expectations and maximize profitability in accordance with the spa vision, core values, brand standards, procedures, and policies.
Oversee the spa in the Spa Manager’s absence and work in line with the related standards, core values, vision, and goals.
Provide responsible, continuous, spontaneous, personal, and genuine service, taking responsibility for the whole team’s service and communication.
Ensure bookings are maximized and therapists deliver the guest service journey from beginning to end.
Ensure products are used according to protocols and quantity controls are maintained.
Contribute to and direct meetings as necessary.
Assist the Spa Manager in reviewing staff and guest suggestions and comments and making necessary adjustments.
Assist the Spa Manager in monitoring facility and service standards and keeping the manager informed of operational opportunities.
Address spa guest problems, enquiries, and complaints, and inform the Spa Manager.
Implement and monitor health and safety procedures relating to cleanliness and hygiene.
Maintain and update equipment, products, services, and standards as required.
Provide individualized and attentive care to spa guests, remembering their names and preferences and helping them feel cared for.
Ensure spa team members follow the training and procedures for the guest journey, and maximize sales of treatments and products.
Maintain a high standard of cleanliness throughout the facility.
Assist in achieving agreed spa commercial targets through marketing strategies and packages.
Assist with spa commission tabulations within stipulated timelines and follow up for timely approval.
Liaise with the Spa Manager on forecasts, stock levels, requisitions, budgets, and targets, and maintain par stock levels appropriate to business demands.
Motivate and encourage the team, maintain the appropriate level of professional and qualified personnel, and oversee spa facilities and activities.
Organize staff training and assessment, conduct performance appraisals as required, and oversee weekly schedules, attendance sheets, sick leave, and holiday arrangements.
Supervise spa therapists and attendants, answer queries, and identify training needs.
Develop therapist rosters and assist with appointment schedules.
Implement and update spa operating procedures and policy manuals with the required approval, and assist with developing and updating the spa menu.
Assist the Spa Manager in tracking and developing statistical reports.
Maintain accurate and up-to-date employee records and statistics.
Assist the Spa Manager in monitoring operating supplies and generating purchase requisitions.
Responsible for assisting the Spa Manager to manage a successful Kempinski spa via leading the spa team effectively to deliver and exceed the guests’ expectations and maximize profitability in accordance with the Kempinski spa vision, core values and all related brand standards, procedures & policies.
To oversee the spa in absence of the Spa Manager and have a clear understanding of, and to always work in line with, all related standards, core values, visions and goals of Kempinski Spa.
Provide a service that is responsible, continuous, spontaneous, personal and genuine. This requires a very high level of communication and social skills to take responsibility for the whole team.
Take responsibility for ensuring maximized booking & delivery of guest service journey by therapists from beginning to end.
Take responsibility in ensuring products are used as per protocols and maintaining quantity measure controls.
Actively contributing in and directing all meetings as necessary.
Take full responsibility for assisting the Spa Manager in reviewing all suggestions and comments from staff and guests and making necessary adjustments.
Full responsibility for assisting the Spa Manager monitoring all facility and service standards and keeping him/her up to date of any operational opportunities.
To deal with problems, enquiries and complaints from Spa guests & inform the Spa Manager.
To ensure that the Health and Safety Policy and Procedures are implemented and monitored with relation to cleanliness and hygiene.
To maintain and update equipment, products, service and standards as required.
To take care of Spa guests in an individually focused and conscious way. To know and remember their names, preferences and to acknowledge and make them feel cared for in the spa.
To ensure all spa team members are following the training & procedures for the guest journey and that sales of treatments and products are maximized.
To ensure that a high standard of cleanliness is always maintained throughout the facility.
To assist in achieving agreed commercial targets at the spa through attractive marketing strategies and packages.
To assist in spa commissions tabulations within the stipulated timelines and following up for timely approval
To liaise with the Spa Manager on forecasts, stock levels, requisitions, budget, targets etc. and ensure a par stock level appropriate to business demands.
To motivate, encourage and drive the team, and to maintain the correct level of professional and qualified personnel, overseeing all facilities and activities within the spa.
To be responsible for instigating progressive, professional and well-organized training and assessment of staff and to conduct performance appraisals as required. Oversee weekly schedules, attendance sheets, and sick leave and holiday arrangements.
Supervise spa therapists, attendants, answering queries and identifying training needs.
Develop the therapist’s roster and assist with the appointment schedule.
Ensure the spa’s operating procedures and policy manuals are implemented and updated as required with the approval of Kempinski and assist with the development and updating of the spa menu.
Assisting the Spa Manager in tracking and developing statistical reporting.
Keeping accurate and up-to-date records and statistics on the spa employees.
Will take full responsibility for assisting the Spa Manager to monitor operating supplies for the spa department and to generate necessary purchase requisitions.
Kenyan citizen
Degree/Diploma in Spa & Wellness management, hospitality management, or other relevant qualification.
2 to 4 years of progressive experience within a luxury hotel/resort spa, or high-end wellness facility.
At least 5 years in a supervisory or team-lead role (e.g., Lead Therapist, or Spa Supervisor).
Demonstrated track record in luxury guest service, VIP handling, and resolving client escalations smoothly.
Ability to handle daily cash reconciliation, review sales reports, monitor therapist commission structures, and assist in meeting retail and service revenue KPIs.
Strong organizational skills, attention to detail, and the ability to multitask.
Proficiency in Microsoft Office and office management software.
Excellent negotiation skills.
Excellent written communication skills suitable for high-end clientele and cross-departmental coordination
Ability to work in a fast-moving, fluid team setting with multiple stakeholders.