Senior Spa Therapist - Crowne Plaza Docklands

Rbh Hospitality Management; City of Westminster; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading hospitality service provider in the City of Westminster is seeking a passionate Head Therapist. The role involves managing spa operations, ensuring high-quality customer service, and mentoring a team of therapists. Key qualifications include NVQ Level 3 Beauty Therapy and experience in a Senior Therapist role. The company offers various benefits including flexible working arrangements and discounted hotel rates for friends and family.

Benefits

Discounted hotel room rates

Enhanced Maternity and Paternity leave

Flexible working arrangements

Life Insurance

Employee Assistance Programme

Qualifications

• Experience in a Senior Therapist role is preferred.
• Basic IT skills and familiarity with PMS.
• Strong accuracy in financial reconciliation.

Responsibilities

• Coordinate the customer journey and implement best practices.
• Manage the Spa's daily operations and ensure high-quality treatment delivery.
• Supervise and mentor a team of therapists.

Skills

Attention to detail

Communication skills

Sales and marketing

Education

NVQ Level 3 Beauty Therapy

Spa Management Degree

Tools

Property Management Systems (PMS)

Job description

About the role

We are looking for a passionate and experienced Head Therapist with the expertise to support and enhance the quality of our spa therapeutic services. We are looking for someone who can inspire a team, coordinate the customers journey and foster a professional, caring environment for both clients and staff.

Key Responsibilities

• Working with the Leisure Club Manager to ensure that financial targets are achieved.
• Ensure the strategic and day-to-day management of the Spa.
• Ensure that the Spa operates in accordance with the Contract Specification.
• Carry out a wide range of spa treatments to a high standard.
• Support, develop and mentor staff in achieving their objectives.
• Liaise with Leisure management to strategise and achieve the organization's therapeutic goals.
• Manage the treatments diary to maximise the availability and administration of the junior therapist.
• Set budgets and maximise revenue.
• Control the costs in line with the Leisure club KPI.
• Monitor and review all financial and non-financial indicators daily.
• Perform tray test assessments.
• Deliver high quality treatments and secure repeated bookings.
• Manage the diary to maximise therapist utilisation & profitability.
• Ensure the delivery of a high‑quality service to every customer on every visit in accordance with the Companies Mission Statement.
• Investigate and propose any new opportunities for developing the business to the Support Team.
• Manage relationships with 3rd party aggregators and ensure availability is kept current.
• Monitor client outcomes and satisfaction, implementing improvements where needed.
• Carry out checks to ensure that treatment rooms and wider spa areas are clean and safe, as well as well‑stocked with equipment and products.
• Ensure spa equipment is working and coordinate safety and maintenance checks and repairs with the maintenance team where necessary.
• Ensure that knowledge of all stocked spa products and treatments amongst staff is up‑to‑date.
• Oversee stock take, stock control and orders for retail and professional spa products.
• Carry out duties of other members of staff if necessary, e.g. cover for breaks, sickness, treatments.
• Supervise and support a team of therapists, providing guidance, trainings, and performance feedback.
• Conduct regular team meetings to discuss cases, address challenges, and foster a collaborative environment.
• Lead recruitment, onboarding, training, and development of new therapist staff.
• Develop and update treatment protocols, procedures, and therapeutic strategies.
• Ensure own and team’s understanding of the Contract Specification.
• Coordinate customer journey and implement best practices in spa treatments service delivery.
• Maintain client records and documentation in compliance with regulatory standards and confidentiality requirements.
• React quickly and efficiently to any issue raised by the client.
• Feedback any key issues to the Support Team.

Qualifications

• Spa Management Degree – Ideal but not mandatory.
• NVQ Level 3 Beauty Therapy.
• Sales and marketing, administration, planning and implementation.
• Previous Senior Therapist role.
• Strong attention to detail and accuracy, particularly in financial reconciliation.
• Good communication skills and the ability to handle guest enquiries professionally.
• Basic IT skills and familiarity with property management systems (PMS).

Benefits

• Discounted hotel room rates for you and your friends & family.
• An additional days leave for your birthday.
• Enhanced Maternity, adoption & shared parental leave.
• Course Sponsorship.
• 30% F&B discount at RBH hotels.
• Refer a Friend scheme (earn 250 for each referral up to 5 referrals).
• Flexible working arrangements.
• Wagestream – choose how and when you get paid.
• Life Insurance.
• Employee Assistance Programme.
• Social and wellness events and activities all year round.
• Free meals on duty saving you over 1000 per year.