Massage Therapist

JOB SUMMARY

Reporting to the Spa Management, the successful candidate will be required to perform and offer guests a wide range of Beauty , Body , Skin Therapy and treatments as well as meet the required retail targets, whilst maintaining the quality and standards of the Westin Cape Town Hotel in accordance with Marriott International Policies and Procedures within a pressurized environment.

CANDIDATE PROFILE 

Education and Experience

• Recognised & relevant qualification in Body, Skincare and Beauty Therapy and treatment 
• Qualified in Gel nail therapy application and removal
• At least 2 years’ experience as a therapist in massage techniques, manicures, pedicures, waxing, face and body therapies within a spa & wellness environment
• Professional Disposition 
• Professional telephone and communication etiquette 
• People centric with a strong focus on the Guest experience 
• Proven ability to drive retail targets
• Ability to work within a pressurized environment
• Ability to use Initiative and be proactive and self-driven
• Ability to work without supervision and within a team
• Attention to detail pertaining to area of responsibility
• Required to work rostered shifts and irregular hours as per operational requirements
• Flexible working hours as well as available to work weekends and Public holidays as per operational requirements

CRITICAL WORK ACTIVITIES

• Deliver a variety of spa body treatments, massages, facials and waxing in a safe and comfortable manner.
• Providing nail care services and treatments to clients, including manicures and pedicures and Gel nail therapy.
• Adherence to health and safety as well as COVID protocols within the work environment and at work stations 
• Maintain a neat, clean and well-groomed appearance as per company standards
• Maintain strict hygiene standards as set out by management
• Reach retail and treatment targets as set out by management
• Ensure workstations are kept neat and tidy before and after treatments
• Perform other duties as and when required

Provide Spa/Salon Services

• Monitor and stick to time schedule to stay on schedule throughout the day.
• Escort guests to and from treatment rooms.
• Assess guest needs and inquire about contraindications (e.g., allergies, high blood pressure, pregnancy) before beginning service.
• Check with guest to promote continued comfort throughout service (e.g., comfortable temperature, amount of pressure).
• Provide massage services to guests using props (e.g., rain sticks, hot stones, pregnancy cushions) and/or products (e.g., oils, gels, lotions).
• Provide body treatments to guests using body scrubs, wraps, and/or hydrotherapy.
• Offer guests amenities such as water, juice, or heated neck pillows.
• Maintain current licensure in service area by taking continuing education if needed and renewing license before expiration date, where applicable. 
• Keep current with techniques and modalities related to field of work. 
• Maintain current skills and licensure in service area as per regional requirements.
• Arrange workstation, treatment room, and/or drapes to promote guest comfort and safety.
• Check computer or reservation center for updates and changes to schedule regularly throughout the day.
• Confirm guest first and last name and type of treatment scheduled prior to beginning treatment.
• Handle inappropriate guest behavior by following Marriott International standard operating procedure for Inappropriate conduct for guests and therapists, leading up to and including stopping a treatment or service and informing supervisor/manager.
• Maintain and develop client base. 
• Maintain guest history files on all existing guests and create files for new guests. 
• Review all upcoming appointments and treatments. 
• Demonstrate knowledge of current trends in spa industry.
• Maintain basic Spa knowledge of the following: Spa operating hours, spa menu location, pricing, fees and charges for all spa services that the massage therapist performs, and check-in and check-out procedures. 
• Maintain knowledge of retail brands, services and special promotions available in the Spa.
• Maintain working knowledge of Spa equipment and facilities that the massage therapists typically uses throughout their work shift.
• Promote and sell spa/salon services including retail offerings related to the Spa.

Maintain Spa/Salon Environment

• Set up workstation and/or treatment room with necessary products, equipment, and supplies.
• Clean, maintain, and sterilize tools (e.g. nail implements, hot stones) and equipment (e.g., wax pots, steamers).
• Maintain cleanliness of workstation and/or treatment room throughout shift.
• Secure supplies and equipment at the end of each shift.
• Dispose of trash and dirty linens in the proper area.
• Evaluate equipment to assess proper functioning and report deficiencies.

Guest Relations

• Address guests' service needs in a professional, positive, and timely manner.
• Thank guests with genuine appreciation and provide a fond farewell.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.

Communication

• Speak to guests and co-workers using clear, appropriate and professional language.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
• Provide assistance to coworkers, ensuring they understand their tasks.
• Escort all guests to changing rooms, relaxation, or next appointment.

Safety and Security

• Follow company and department safety and security policies and procedures to promote a clean, safe, and secure environment.
• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Practice universal health care protocol while dealing with guests and co-workers.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Follow company and department policies and procedures.
• Make sure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

Working with Others

• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

Physical Tasks

• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.