Spa Shift Leader

Company: Ocean Hotels Barbados

Job Summary

As the Spa Shift Leader, your responsibility is to provide treatments and training within the

therapy department to the highest standards of service whilst supporting the Manger with

business demands and ensuring that standards are upheld by all Therapist in the department.

Duties and Responsibilities

Operational

• Perform different spa services such as body treatments, massages, hair removals, facials, pedicure, and manicure. 


• Ensure proper working equipment is well maintained, cared for and stored in accordance with company policy. 


• Review and sample product inventory to enhance product knowledge. 


• Recommend treatments to customers based on their needs, upsell when appropriate, and actively promote the spa’s treatments, services, sessions, retail, and available programs, promotions, and discounts.


• Conduct weekly inventory checks of products in the treatment rooms to ensure adequate supplies and equipment; notify management when stock levels are low.


• Manage client files while maintaining complete confidentiality in all guest matters in accordance with company policy.


• Respond promptly to all emails and address all customer questions, needs, and wants in a professional and courteous manner.


• Adhere to hygiene standards and health and safety regulations. 


• Make sure the Spa is opened and closed at the correct scheduled time.


• Maintain eye contact when addressing external and internal guests; develop professional and personalized relationships with regular guests. 


• Maintain a clean; safe, fully stocked and well-organized work area. 


• Communicate to management any and all occurrences involving staff or guests in the spa that require attention.


• Stay up to date with latest trends and best practices.


• Assist in all areas of spa operation as requested by management. 

People Management 

• In collaboration with the Front Office Manager, manage, motivate, and monitor the performance of the Spa team. 

• When instructed, actively participates in the recruitment process for the department by identifying staffing needs and shorting potential candidates by utilizing the company’s HRIS (BambooHR).


• If required, conducts candidate interviews, and informs the human resources team of successful candidates in a timely manner.


• Works with the Front Office Manager to identify candidates that are not performing to the expected standards of the company and recommend what steps should be taken.


• Along with the Front Office Manager, manage the performance management process within the department by providing continuous and constructive feedback, keeping communication lines open, providing clarification of expectations and identifying areas for improvement.


• To ensure that department goals are clear and in alignment with company objectives, AAA 5 Diamond standards and LQA Benchmark standards, and shared with staff to maximize on performance expectations.


• Actively coaches the department’s staff to unlock team member’s potential and growth, help them to develop new skills and to aid in promoting individual responsibility, in collaboration with the Front Office Manager.


• Shares the responsibility with the Front Office Manager in conducting annual performance appraisals and assessments for department staff, ensuring that the process is fair, free of biases, accurate, and promotes the overall purpose of the performance management system.


• Able to access and identify department conflicts and infractions against company policies / procedures, and understands how, when and what form of disciplinary action should be taken.


• Plan and execute frequent team building activities, in an effort to maintain the momentum and productivity of all staff within the department.

Training and Development 

• When required, manages any assigned aspects of Training and Development and Talent Management to maximize on staff’s, personal and professional growth, in accordance with company’s Human Resources - Training and Development team initiatives and to agreed AAA 5 Diamond standards and LQA Benchmark standards.


• Identifies and conducts assessments to determine what training needs are required for staff within the department to increase job knowledge.


• Monitor guests' feedback and provide feedback on how staff could improve on their overall performance.


• Communication with the Spa Manager to recommend and assist with the creation and implementation of training plans, based on assessment and guests’ feedback.


• Liaise with the Human Resources - Training and Culture Development team to support the department’s development objectives and ensure that staff are equipped with the necessary tools and materials to effectively execute their daily tasks.


• Assist the Manager in carrying out or ensuring that regular On-the-Job training is taking place to align with the AAA 5 Diamond standards and LQA Benchmark standards.


• Attending any necessary or required educational training sessions, internally or externally.

Job Requirements

• Must be detail-oriented and have the ability to multitask.


• Ability to be efficient and productive in a fast-paced environment.


• Must have enthusiasm and possess excellent customer service skills.


• Must possess basic math and money handling skills.


• Enjoy working with people and possess a friendly and outgoing personality.


• Excellent communication, listening and computer skills.


• Must be a team player.


• Good time management skills.


• Positive attitude and patience.

Education and Experience

• A minimum of 3 years of experience as a therapist, including expertise in massage techniques, manicures, pedicures, hair removal, and other facial and body beauty treatments.


• Sales experience would be an asset


• Proven leadership skills


• Degree or current license in aesthetics or physiotherapy