Senior Therapist, Spa & Wellness

MARINA BAY SANDS PTE. LTD.; Singapore; Sur place; SGD 120 000 - 180 000; Plein temps

Résumé du poste

MARINA BAY SANDS PTE. LTD. invites an experienced Spa Manager to lead the luxury spa. You will oversee daily operations, uphold Forbes standards, train staff, manage rostering, and drive guest satisfaction and revenue performance.

You will coach therapists, monitor stock, and collaborate with reception to optimize peak periods while ensuring impeccable service.

This role requires strong leadership, 5+ years in luxury spa environments, and CIDESCO/WSQ qualifications.

Qualifications

• Minimum 5 years of spa & wellness experience in a luxury hotel or resort environment.
• Prior supervisory or shift lead experience in rostering, coaching, and daily operations preferred.
• CIDESCO/CIBTAC/ITEC/WSQ qualifications and other recognized certifications are advantageous.
• Strong English communication and guest-handling skills are essential.

Responsabilités

• Oversee daily spa floor operations and ensure a seamless guest journey from arrival to aftercare.
• Coach therapists on consultation, contraindications, draping, hygiene, treatment flow, and timing to meet Forbes standards.
• Lead and motivate therapists to deliver high service standards and achieve outlet objectives.
• Support roster planning to optimize coverage, utilization, and treatment demand.
• Maintain stock levels, monitor product usage and cost of sales, and collaborate with reception on bookings during peak periods.

Connaissances

Leadership

Guest service excellence

Team coaching

English communication

Formation

CIDESCO/CIBTAC/ITEC/WSQ qualifications

Secondary education or equivalent

Description du poste

Role Overview

Deliver exceptional spa treatments and support daily outlet operations to ensure a consistent luxury guest experience, revenue performance, and compliance with MBS and Forbes standards. Work with the Spa & Wellness Assistant Manager and Training Manager on rostering, quality checks, training, service recovery, inventory, and basic financial controls.

Operations & Guest Experience

• Oversee daily spa floor operations and ensure a seamless guest journey from arrival to aftercare

• Conduct opening and closing checks to maintain room, linen, amenity, ambience, hygiene, and safety readiness

• Set and uphold service standards on the floor, ensuring every treatment is delivered with professionalism, pace, and genuine courtesy

• Coach therapists on consultation, contraindications, draping, hygiene, treatment flow, and timing to meet MBS and Forbes standards

• Create memorable departures by anticipating requests and tailoring service using recorded preferences and guest profiles

• Handle service recovery promptly, document issues, and follow up with managers to prevent recurrence

• Escalate guest concerns and feedback promptly to the appropriate manager to mitigate dissatisfaction and safeguard brand reputation
  
• Collaborate with spa reception to manage peak periods, walk-ins, and wait times, optimizing therapist utilization while protecting service quality

Financial & Commercial Management

• Support revenue targets through effective scheduling, upselling, and conversion of enquiries into bookings

• Track daily revenue, utilization, average spend, and retail conversion; elevate variances with recommended actions

• Maintain required spa and retail stock levels through par checks, random counts, and timely purchase requests

• Monitor product usage, wastage, expiry, storage, and dispensing to manage cost of sales

Sales, Marketing & Brand Representation

• Serve as a brand ambassador on the spa floor, consistently modelling Forbes and luxury hospitality behaviours

• Provide confident treatment consultations and convert enquiries into bookings through strong product knowledge

• Recommend suitable treatments, enhancements, and retail products based on guest needs and contraindications

• Maintain accurate guest profiles and preference records to enable personalized recognition and encourage repeat visitation

• Ensure consistent messaging on pricing, policies, and booking terms to manage guest expectations and protect revenue

People Leadership & Associate Relations

• Lead and motivate therapists to deliver consistently high service standards and achieve outlet objectives

• Support roster planning to optimize coverage, utilization, and treatment demand

• Conduct briefings and handovers on priorities, VIPs, special requests, safety updates, and promotions

• Hold therapists accountable for impeccable presentation and respectful conduct that elevates the overall guest journey

• Address on-shift performance matters such as punctuality, grooming, treatment quality, and guest feedback fairly and promptly

• Embed understanding of spa and hotel policies, procedures, and regulatory requirements through ongoing coaching, reminders, and spot checks

• Support performance reviews and improvement actions with the Spa & Wellness Training Manager

• Promote positive associate relations by listening actively, resolving day-to-day concerns, and escalating sensitive issues to the Spa & Wellness Director/HR as required

Training & Talent Development

• Assess therapists’ technical performance through observations, guest feedback, and audits; coordinate refresher training as needed

• Coach on treatment standards, consultation, contraindications, draping, product knowledge, and timing

• Collaborate with the Spa & Wellness Training Manager to identify individual development needs and learning plans

• Deliver spa and retail product knowledge training, including new launches and promotional talking points

• Support new hire onboarding on standards, hygiene, service sequence, and systems basics

• Promote continuous learning through best practice sharing, short toolbox sessions, and recognition of improvements

Administration & Reporting

• Complete reports, correspondence, and handover notes accurately and on time

• Coordinate with reception on booking accuracy, therapist allocation, room assignment, special requests, and VIP notes

• Support service-related guest enquiries by providing accurate treatment and product information to reception and front office colleagues as needed

• Report maintenance issues, equipment faults, stock shortages, and guest incidents promptly

• Maintain audit readiness through checklists, SOP acknowledgements, and hygiene/service documentation

General Responsibilities

• Uphold company values and service culture; maintain exemplary grooming, professionalism, and conduct at all times

• Keep the spa clean, well presented, and guest-ready at all times

• Maintain adequate stock and ensure storerooms are orderly, secure, and audit-ready

• Protect guest privacy and handle personal and treatment information discreetly

• Perform other duties as reasonably assigned from time to time

Performance Evaluation Criteria

• Service quality and consistency (Forbes compliance, treatment execution, consultation quality, and hygiene/safety adherence)

• Guest experience outcomes, including satisfaction feedback, service recovery, repeat guest recognition, and documentation

• Productivity and revenue contribution, including utilization, scheduling, booking conversion, and retail conversion

• Financial stewardship and accuracy (inventory variance management and wastage control)

• Team leadership effectiveness (roster fairness and coverage, coaching quality, teamwork, and adherence to grooming/discipline standards)

Education & Professional Credentials

• Secondary education or equivalent

• CIDESCO/CIBTAC/ITEC/WSQ qualifications and other recognized certifications

• Supervisory, service excellence, leadership, safety, or hygiene training will be advantageous

Experience

• Minimum 5 years of spa & wellness or spa training experience within a luxury hotel or resort environment

• Prior supervisory or shift lead experience in rostering, coaching, and daily operations is preferred

• Demonstrated capability in managing guest feedback/service recovery and sustaining high service standards across a team

• Exposure to outlet administration, including revenue summaries, inventory checks, training records, and checklists

Core Competencies & Professional Attributes

• Strong service leadership: leads by example on the floor; coaches standards without disrupting the guest experience

• Proven ability to collaborate effectively and build positive working relationships across departments

• Clear, professional English communication (verbal and written) with guests and colleagues; able to document incidents and handovers with accuracy

• High attention to detail and strong organization: checklists, room readiness, appointment accuracy, stock control, and report quality

• Guest-centric approach: warm, discreet, and confident when supporting VIPs, resolving complaints, and executing service recovery

• Sound judgement and composure under pressure; able to prioritize during peak periods and make timely, safe decisions

• Flexible schedule with the ability to work rotating shifts, weekends, and public holidays