Spa Therapist

POSITION SUMMARY

As a Spa therapist at St Pancras you are responsible for providing a range of five star luxury spa treatments for members, hotel guests and visitors. As a key member of the spa team the therapist will coordinate the delivery of spa services including spa, skin care, fitness & wellness, massage while also assisting when required with spa reservations, reception desk and locker room duties.

Extraordinary Operations
•Every guest interaction should be personalised and special- you can make this happen by taking ownership of each guest interaction, listening for cues and following up on cues to deliver a memorable experience.
•If the guest asks for something, the phrase ‘that’s not my job/ that’s not in my job description’ doesn’t apply here or in any department in the hotel.
•There is no such thing as ‘no’ when it comes to a guest request- do what you need to do to meet request (engage with other colleagues, departments, expertise) or at the very least, find alternatives to present back to the guest when all other options are exhausted.
•If you’re not feeling happy about something, you firstly need to take ownership to fix it. Try to resolve this yourself and then if you need to, speak to your department leader/HR.

Extraordinary Services
•Deliver an extraordinary guest service – personalised, fun, engaging, caring, and attentive.
•Deliver and support the hotel and brand’s service standards at every moment, including knowledge of the hotel, it’s history, the Navigator and the daily RWAY.
•Attend and actively participate in all required training sessions including shift briefings and required meetings..
•You are a role model for service and hospitality ensuring every guest is satisfied and will talk about their experience for years to come.

Extraordinary People
•Work as a strong and committed team member and colleague, as well as proactively nurturing all relationships. 
•Remember, it is your job, and if you are deliberately unhelpful, it means one of your colleagues will have to pick up the pieces. 

Extraordinary Innovation
•Proactively contribute ideas and share creative solutions to make St Pancras the best possible workplace and destination of choice for our guests.
•Proactively problem solves and seeks to provide solutions along with any identified issues- whilst you may not be able to fix everything, coming with ideas as to how can help to speed things up!

Doing your bit for the people around you
•Support all new team members by sharing knowledge, experiences, St Pancras Stories.
•Use all available on the job training tools to ensure you are up to date with the most recent and relevant information.
•Participate and support managers and supervisors in the performance appraisal process, providing feedback as needed and taking ownership for your own performance and development.
•Establish and maintain open, collaborative relationships with ALL team members.

Finance
•Whilst you may not be responsible for a multi-million pound operation, you are responsible for its reputation!
• You are responsible for operating within Marriott International’s policies and procedures and ensuring that you sign off the relevant declarations should cash, key or card handling become a regular part of your role. 

You’ll need to know your stuff
•Works with selected vendors for spa retail operations to deliver a outstanding guest service spa experience
•Provides all Spa treatments as required ensuring outstanding guest service at all times
•Takes ownership of Spa treatment rooms ensuring areas are presentable and deliver a outstanding Spa experience to guests
•Uses and sells retail products.
•The role encompasses working with the Director of Spa/ Head of Spa Operations and Development to successfully execute all spa and leisure operations; striving to continually improve guest and associate satisfaction and maximize the financial performance of the department.
•It your responsibility to use initiative and a proactive approach to ensure we always give our guests unique and fabulous options to make the most of their time and their visit and to make their experience in the Spa areas unique.
•Complies with COSHH and Health and Safety Standards.
•Follows the lost property procedures.
•Complies with Brand Standards when cleaning and getting each room ready for the guest arrival.

You’ll be expected to deliver on the following
•Deliver an exceptionally high standard of five star luxury lifestyle service for every guest interaction.
•Attitude, grooming standard, body language and tone need to be positive, supportive and on brand at all times.
•You are expected to deliver service to your full potential when you are here.
•You’re expected to maintain the cleanliness and hygiene standards of all areas at all times. You are expected to deliver service to your full potential when you are here.
•Follow all company policies and procedures
•Perform other duties as assigned to meet business needs

Your key measure for the role
•Guest Satisfaction Survey Scores.
•Brand Standard Audit Scores
•Your performance against your Goals.

You know you’re doing a great job when
•You achieve a minimum of a P rating in your annual performance review
•You are being recognised by guests for extraordinary hospitality and product knowledge
•The overall hotel BSA, GSS, ESS and Trip Advisor goals are being achieved.