Wellness Concierge & Therapist

RAFFLES SENTOSA SINGAPORE; Singapore; On-site; SGD 47,000 - 73,000; Full time

Job summary

Raffles Sentosa Singapore invites an attentive Wellness Concierge & Therapist to deliver personalised guest care and luxury spa experiences. You will greet guests, manage appointments, perform select wellness therapies, and ensure flawless service across reception and therapy areas.

This role requires a professional approach, familiarity with spa safety standards, and the ability to tailor recommendations to individual wellness goals while upholding Raffles legendary hospitality.

Responsibilities

• Welcome guests and members, manage reception operations and appointments.
• Deliver professional wellness concierge service and recommendations.
• Conduct wellness facility orientations and introduce programs.
• Deliver body massage and facial treatments according to established protocols.
• Maintain treatment rooms and guest records.

Job description

JOB SUMMARY

Reporting to the Director of Wellness, the Wellness Concierge & Therapist plays a key role in delivering exceptional wellness experiences and personalized guest care at Raffles Sentosa Singapore. This dual-role position combines reception, concierge, administrative, and therapist responsibilities within the Spa & Wellness Department. The Wellness Concierge & Therapist serves as the first point of contact for guests while also delivering professional body massage and facial treatments. The role is responsible for creating memorable wellness journeys, ensuring seamless guest experiences, maximizing guest satisfaction, and upholding the legendary standards of Raffles hospitality and wellness excellence.

WHAT YOU WILL BE DOING:

Reception & Concierge Services

• Welcome guests and members warmly, professionally, and graciously, creating a memorable first impression reflective of the Raffles brand.
• Manage daily reception operations including guest check-ins, appointment scheduling, reservations, confirmations, and enquiries.
• Provide professional wellness concierge services and personalized recommendations tailored to individual guest needs and wellness goals.
• Conduct wellness facility orientations and introduce guests to available spa, fitness, wellness programmes, and resort experiences.
• Coordinate appointments and services across wellness facilities to ensure a seamless guest journey.
• Handle guest requests, special arrangements, and service recovery efficiently and professionally.
• Maintain accurate guest profiles, treatment histories, preferences, and wellness records.
• Process billing, payments, daily cashiering activities, and financial transactions accurately.
• Manage incoming calls, emails, and digital communications professionally and promptly.
• Promote wellness treatments, retail products, memberships, wellness programmes, and special promotions where appropriate.

Wellness Therapy Services

• Deliver professional body massage and facial treatments in accordance with established treatment protocols, wellness standards, and Raffles service expectations.
• Perform treatments including but not limited to:
  • Swedish Massage
  • Relaxation Massage
  • Aromatherapy Massage
  • Deep Tissue Massage
  • Signature Wellness Rituals
  • Facial Treatments
  • Body Scrubs and Wraps
  • Other wellness treatments as assigned
• Conduct comprehensive pre-treatment consultations to understand guests' wellness objectives, preferences, and health considerations.
• Recommend suitable treatments, treatment enhancements, wellness programmes, and home-care products based on individual guest needs.
• Ensure treatment rooms are properly prepared, presented, sanitized, and stocked before and after each treatment.
• Monitor guest comfort, safety, and satisfaction throughout treatments and respond promptly to guest needs.
• Educate guests on treatment benefits, wellness practices, self-care recommendations, and post-treatment advice.
• Maintain treatment records and therapist notes in accordance with departmental guidelines.
• Ensure compliance with all hygiene, sanitation, health, safety, and operating standards.

Guest Experience & Care

• Deliver outstanding hospitality and personalized service to all guests at every touchpoint.
• Create memorable and transformative wellness experiences that exceed guest expectations.
• Anticipate guest needs and personalize recommendations based on individual preferences, wellness goals, and previous visit history.
• Build strong guest relationships and encourage repeat visitation through exceptional service delivery.
• Address guest requests, concerns, complaints, and feedback professionally and efficiently.
• Support guest recovery initiatives and service excellence programmes when required.
• Maintain confidentiality and professionalism in all guest interactions.

Operational Support

• Support the daily operation of the Spa, Wellness Centre, Salon, and Fitness Centre, ensuring smooth functionality and guest satisfaction.
• Assist in maintaining appropriate inventory levels for treatment products, retail merchandise, linens, amenities, and operational supplies.
• Ensure treatment rooms, reception areas, and wellness facilities are maintained to the highest presentation and cleanliness standards.
• Support operational requirements to achieve guest satisfaction, productivity, and revenue goals.
• Assist in stock monitoring, retail inventory counts, and replenishment requests.
• Ensure all equipment is handled and maintained according to operating procedures.

Wellness Expertise

• Stay informed on emerging wellness trends, spa treatments, holistic therapies, fitness concepts, and wellness innovations.
• Maintain current knowledge of all wellness treatments, products, facilities, programmes, and services offered by the resort.
• Proactively recommend wellness experiences that enhance guests' overall wellbeing.
• Support the planning, promotion, and coordination of wellness progr