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Nordic Spa Job Description
Massage Therapist Manager
Reports to: Assistant Spa General Manager
Achieving Excellence
As the Massage Therapist Manager for the Nordic Spa, you will be responsible for providing our guests with therapeutic and personalized massage experiences that enhance their state of wellness and relaxation. You will achieve excellence by leading and teaching your people to make every experience meaningful and uphold the highest standards in the profession and guest service while delivering against key financial goals and performance metrics. We commit to giving you the authority and resources required to be successful; achieving excellence is up to you.
Key Focuses
✓ Expertly manages the delivery of all massage services and promptly handles and resolves guest opportunities
✓ Manages the guest's massage experience ensuring the cleanliness and readiness of all massage rooms and waiting areas
✓ Develop and update all Standard Operating Procedures for the Massage department
✓ Develops and manages the department budget in coordination with the General Manager and accounting team.
✓ Oversees performance reviews, scheduling, payroll, forecasting, and inventory management.
✓ Ensures productivity goals are met while seeking cost and labor efficiency.
✓ Recruits, trains, and mentors’ massage staff to meet company standards of quality, service, and productivity.
✓ Provides resources, training, direction, coaching, and feedback to team members for their continuous development.
✓ Addresses and resolves massage guest issues and complaints working in partnership with the Front Desk Manager
✓ Collaborate with our Corporate team to develop our Point-of-Sale system and contribute to the development and updating of Standard Operating Procedures.
✓ Champions safety protocols and ensure compliance with quality standards.
✓ Assists in recruitment, financial reviews, expense tracking, and other fiscal activities as needed.
✓ Leads by example with a hands-on approach to the ensure the guests massage experience is exceptional
✓ Assigned deliverables are executed in a manner that requires little or no follow-up; both in terms of timeliness, scope and quality.
✓ Personal and their team's communication, interactions and behaviors support the Spa value that everyone is welcome and everyone is equal.
✓ Builds a collaborative workplace; supporting the Spa value of community, common goals, and acceptance.
Experience/Passions/Education
✓ Post-secondary certifications/diploma or degree.
✓ 3+ years of experience in a leadership role in guest service, spa or massage department
✓ Experience in the hotel or hospitality industry.
✓ Ability to train, coach and develop a team.
✓ Proficient in Windows, PMS and MS office applications.
✓ Proficient in POS, hotel reservations systems.
✓ Excellent verbal and written communication skills.
✓ Understanding of kinesiology and anatomy as asset
Working Conditions
As the Massage Therapist Manager, you will have the ability to work a variety of shifts including early mornings, late evenings, weekends and holidays. This position is set in a fast-paced environment, with high levels of interaction with guests, employees, business partners, and stakeholders. Working outdoors in a variety of weather conditions, with average temperature ranges of -30C/-22F to +30C/+86F.
Team You Will Lead: Massage Team Last Revision: June 2024
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