POSITION SUMMARY
Provide massage services to guests using props and/or products. Provide body treatments to guests using body scrubs, wraps, and/or hydrotherapy. Assess guest needs and inquire about contraindications (e.g., allergies, high blood pressure, and pregnancy) before beginning service. Keep up to date with current techniques and modalities related to their field of work. Escort guests to and from treatment rooms. Arrange workstation, treatment room, and/or drapes. Frequently check with guest to promote comfort, safety and security throughout service. Promote and sell spa/salon services including retail offerings related to the Spa. Clean, maintain, and sterilize tools. Maintain cleanliness of workstation and/or treatment room throughout shift, dispose of trash and dirty linens, and secure supplies and equipment at the end of each shift. Monitor and stick to time schedule throughout the day. Handle inappropriate guest behavior by following Marriott International standard operating procedures for Inappropriate conduct for guests and therapists, leading up to and including stopping a treatment or service and informing supervisor/manager. Maintain current skills and licensure in service area as per regional requirements.
Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications. Follow all company policies and procedures; make sure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; thank guests with genuine appreciation. Speak with others using clear and professional language. Develop and maintain positive working relationships with others. Stand, sit, or walk for an extended period of time; grasp, turn, and manipulate objects of varying size and weight. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination. Perform other reasonable job duties as requested by Supervisors.
CRITICAL TASKS
Provide Spa/Salon Services
- Monitor and stick to time schedule to stay on schedule throughout the day.
- Escort guests to and from treatment rooms.
- Assess guest needs and inquire about contraindications (e.g., allergies, high blood pressure, pregnancy) before beginning service.
- Check with guest to promote continued comfort throughout service (e.g., comfortable temperature, amount of pressure).
- Provide massage services to guests using props (e.g., rain sticks, hot stones, pregnancy cushions) and/or products (e.g., oils, gels, lotions).
- Provide body treatments to guests using body scrubs, wraps, and/or hydrotherapy.
- Offer guests amenities such as water, juice, or heated neck pillows.
- Maintain current licensure in service area by taking continuing education if needed and renewing license before expiration date, where applicable.
- Keep current with techniques and modalities related to field of work.
- Maintain current skills and licensure in service area as per regional requirements.
- Arrange workstation, treatment room, and/or drapes to promote guest comfort and safety.
- Check computer or reservation center for updates and changes to schedule regularly throughout the day.
- Confirm guest first and last name and type of treatment scheduled prior to beginning treatment.
- Handle inappropriate guest behavior by following Marriott International standard operating procedure for Inappropriate conduct for guests and therapists, leading up to and including stopping a treatment or service and informing supervisor/manager.
- Maintain and develop client base.
- Maintain guest history files on all existing guests and create files for new guests.
- Review all upcoming appointments and treatments.
- Demonstrate knowledge of current trends in spa industry.
- Maintain basic Spa knowledge of the following: Spa operating hours, spa menu location, pricing, fees and charges for all spa services that the massage therapist performs, and check-in and check-out procedures.
- Maintain knowledge of retail brands, services and special promotions available in the Spa.
- Maintain working knowledge of Spa equipment and facilities that the massage therapists typically uses throughout their work shift.
- Promote and sell spa/salon services including retail offerings related to the Spa.
Maintain Spa/Salon 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.
- Secure supplies and equipment at the end of each shift.
- Dispose of trash and dirty linens in the proper area.
- Evaluate equipment to assess proper functioning and report deficiencies.
Guest Relations
- Address guests' service needs in a professional, positive, and timely manner.
- Thank guests with genuine appreciation and provide a fond farewell.
- Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
- Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
- 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.
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.
- Provide assistance to coworkers, ensuring they understand their tasks.
- Escort all guests to changing rooms, relaxation, or next appointment.
Safety and Security
- Follow company and department safety and security policies and procedures to promote a clean, safe, and secure environment.
- Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
- Practice universal health care protocol while dealing with guests and co-workers.
Policies and Procedures
- Protect the privacy and security of guests and coworkers.
- Maintain confidentiality of proprietary materials and information.
- Follow company and department policies and procedures.
- Make sure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
- Perform other reasonable job duties as requested by Supervisors.
Working with Others
- Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
Physical Tasks
- Stand, sit, or walk for an extended period of time or for an entire work shift.
- Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination.
- Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
CRITICAL COMPETENCIES
Analytical Skills
Interpersonal Skills
- Customer Service Orientation
- Interpersonal Skills
- Team Work
- Diversity Relations
Communications
- Communication
- Listening
- English Language Proficiency
Personal Attributes
- Integrity
- Positive Demeanor
- Presentation
- Safety Orientation
- Dependability
- Stress Tolerance
- Adaptability/Flexibility
Organization
Physical Abilities
Spa/Salon Tools and Equipment
- Massage Tools
- Disinfection Procedures
Spa/Salon Service
- Massage Therapy
- Clinical Pathology & Massage Contraindications
- Human Biology
Technical Certifications and Licenses
- State/Regional Massage License
PREFERRED QUALIFICATIONS
Education
Matric, spa qualification required
Related Work Experience
At least 2 years of related work experience
Supervisory Experience
No supervisory experience is required
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
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EDITION Hotels combine the visionary genius of boutique hotelier Ian Schrager, the service delivery of a world-class luxury hotel, and the global reach of Marriott International to create an entirely new experience in the world of hospitality. EDITION delivers the best of both worlds in a delicate balancing act – polish with personality, perfectionism with individualism, and comfort with charisma and charm. The brand targets sophisticated, knowledgeable consumers who understand quality, originality, design, and service excellence, but who want it without limitations – breaking the bounds of convention and demanding an attitude and a feeling wrapped in a package that showcases the exceptional.
But to create this magical experience, we need you. We are looking for outgoing, authentically amazing people who are looking for a place to work that inspires them, challenges them and makes them proud to come to work. A place where service comes from the heart, not from a handbook. A place that delivers a never-ending theatrical performance that continuously delights and enchants each and every one of our guests.
We invite you to join us today. In joining EDITION, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
