Wellness Therapist

Overview

In accordance with the policies, procedures and standards of Melco Resorts Leisure Philippines, the Therapist, Spa is responsible for providing high quality service at every stage of the guest massage experience.

• Provides a level of service which exceeds all guest expectations by completing all treatments in a consistently thorough manner, in the time allocated and treats all clients with individual attention.
• Ensures that guests of the Spa follow the rules and safety regulations stipulated by the Company and laws of the country and the city.
• Solicits or requests gratuities in the form of tips or payment in kind. The Spa Therapist is not permitted, under any circumstances is not permitted.
• Ensures personal proficiency in all treatments offered in the menu, including: body treatments, facials, foot reflexology.
• Contains a good personal knowledge of all body and spa products, and remains able to use the products appropriately.
• Advises guest the sequence of service of the treatment, explains treatment and procedures.
• Checks whether the guest has any allergies or injuries prior to the treatment.
• Uses the guest name at least once during the treatment.
• Responds to all guest requests in a courteous manner.
• Conveys verbal messages to guests and visitors in the most discreet manner ensuring confidentiality is maintained so as not to disturb peace and quiet of other guests.
• Reports all maintenance faults and defects in the Spa / Health Club.
• Ensures the maintenance of the Spa treatment areas including the changing facilities are according to Company standards. This includes cleaning equipment, restocking, tidying, and clearing area of used towels and other waste.
• Attends to the following in addition to delivering treatments during visits by guests, greets, updates records, consults, refreshes and immediate handling of complaints.
• Provides assistance to guests / visitors with towels, lockers, and hotel amenities.
• Follows the Standard Operating Procedures (SOPs) created in order to maintain a consistency in service standards and practices.
• Ensures rooms are kept clean and remains tidy according to Spa check list and health and safety standards.
• Attends to customers’ concerns by establishing each customer's needs and tries to meet their requests provided by the Company.
• Attends to guests’ queries on Spa services and products.
• Restocks professional products in designated treatment room by completing the stock order sheet to ensure that the rooms are fully stocked at all times.
• Ensures that all facilities are operating efficiently to successfully achieve the highest possible revenue and profit.
• Ensures all therapist administration is completed at the end of each day (guest records, stock lists and updates of the log book).
• Ensures hygiene standards are adhered to at all time, includes disinfecting any treatment surfaces and equipment between treatments. Exhibits a thorough cleaning of massage equipment should be performed at the end of each day.
• Attends meetings as required including scheduled training and participates in company-initiated employee activities.
• Participates in on-going training as organized by the Spa / Health Club Manager to refine and upgrade skills.
• Adheres to all company policies and procedures.
• Remains fully aware of and complies with Lost and Found procedures at all times
• Identifies and implements best practices both in the overall Spa / Health Club operation as well as throughout the hotel.
• Participates in the Company’s Corporate Social Responsibility program.
• Reduces waste materials and supplies by adhering to the Company’s guideline on re-using and recycling.
• Conserves water and energy when possible.
• Reports for duty punctually adhering to the set procedures for attendance and timekeeping.
• Performs ability to work flexible hours including weekends, evenings, overnight, and public holidays.
• Adheres to the established uniform, grooming, and specified hygiene and personal appearance standards.
• Maintains the highest standard of professionalism, ethics, and attitude towards guests and colleagues.
• Looks out for any person behaving in a suspicious manner and informs security accordingly.
• Reports accidents, injuries, unsafe work conditions and/or security issues to the management.
• Remains fully conversant with all services and facilities offered at the Hotel.
• Maintains current product knowledge of events and facilities of City of Dreams Manila includes gaming, food & beverage and entertainment to ensure guests receive accurate, timely information and advice.
• Exhibits exceptional, courteous, professional, and efficient customer service at all times to both guests and employees when communicating instruction, information or advice ensuring the information is received in a timely manner and is being understood.
• Ensures and maintains confidentiality of all guest’s information and pertinent hotel data.
• Performs other reasonable job duties as assigned by superiors from time to time.

• Two (2) years working experience in a Day Spa, luxury Hotel Spa, and / or beauty operations with sound knowledge and understanding of various massage treatments, body scrubs, and facials.
• International Spa experience is an advantage.
• Department of Health certified.

• High school or college level of any course.
• Must hold a beauty or spa / massage certification from Department of Health.

• Customer service focused.
• Demonstrates advanced communication and interpersonal skills
• Has a strong work ethics
• Exhibits advanced training skills
• Understands different cultures and diversity
• Ability to read and communicate in English
• Ability to work on flexible shift including overnight, weekends and holiday on rotation basis
• Ability to work on overtime when needed
• Ability to sit, stand, or walk for extended periods of time
• Must be able to perform up to five massages in a work day.
• Extrovert