Sri Lanka - Spa L'Occitane - Spa Therapist

Safety and Security

• Complete appropriate safety training and certifications to perform work tasks.
• Follow organisation, brand, and unit safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
• Follow unit specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).

Policies and Procedures

• Follow organisation, brand, and unit policies and procedures.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with organisation, brand, and unit policies and procedures.
• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Protect company tools, equipment, machines, or other assets in accordance with organisation, brand, and unit policies and procedures.
• Perform other reasonable job duties as requested by Managers/Supervisors.

Guest Relations

• Address guests' service needs in a professional, positive, and timely manner.
• Thank guests with genuine appreciation and provide a fond farewell.
• 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.
• Actively listen and respond positively to guest questions, concerns, and requests using organisation, brand, and unit specific process to resolve issues, delight, and build trust.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

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.
• Talk with and listen to other employees to effectively exchange information.

Working with Others

• Partner with and assist others to promote an environment of teamwork and achieve common goals.
• Support all co-workers and treat them with dignity and respect.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Conduct training sessions for the team members.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Physical Tasks

• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Guest Scheduling and Check-In

• Answer questions about services available in the spa to assist individuals in selecting a service.

Provide Spa Services

• Monitor and stick to time schedule to stay on schedule throughout the day.
• Assess guest needs and inquire about contraindications (e.g., allergies, high blood pressure, pregnancy) before beginning service.
• Arrange workstation, treatment room, and/or drapes to ensure guest comfort and safety.
• Check with guest to ensure continued comfort throughout service (e.g., comfortable temperature, amount of pressure).
• Handle inappropriate guest behavior by stopping service and informing supervisor/manager as per organisation, brand, and unit policy & procedure.
• Maintain current licensure in service area by taking continuing education if needed and renewing license before expiration date.
• Confirm guest first and last name and type of treatment scheduled prior to beginning treatment.
• Escort guests to and from treatment rooms.
• Provide spa services (e.g., massages, facials, ayurveda, skin care services, manicure, pedicure)  to guests using props (e.g., rain sticks, hot stones, pregnancy cushions) and/or products (e.g., oils, gels, lotions).
• Offer guests amenities such as water, juice, or heated neck pillows or any other organisation, brand, and unit standards.
• Promote and sell spa services.
• Actively promote marketing activities set out by Manager/Supervisor.
• Perform spa experiential / promotional services outside the spa (e.g., hotel lobby, events, beach).
• Check computer for updates and changes to schedule regularly throughout the day.
• Determine if condition of guest's skin, hair, or nails prevents being able to complete a service and suggest an alternate service if necessary.
• Demonstrate, promote, and sell spa retail products.

Maintain Spa 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.
• Dispose of trash and dirty linens in the proper area.
• Secure supplies and equipment at the end of each shift.
• Flexible to work in shifts and on weekends or holidays
• Coordinate with Housekeeping and Maintenance to upkeep the facilities.
• Maintain linen inventory, moving soiled linen to laundry and fresh linen from the laundry to spa.