Therapist Supervisor

Kerzner International; San Jose, Northern (CA, KY); Hybrid; USD 70,000 - 110,000; Full time

Job summary

Kerzner International seeks a Therapist Supervisor for One&Only Palmilla to lead daily spa operations, coach therapists, and uphold ESPA, Forbes Travel Guide, and LQA standards in a luxury resort setting.

You will drive guest satisfaction through coaching, quality checks, and professional development, while maintaining brand integrity and a culture of excellence.

Qualifications

• Minimum 3 years of Spa Therapist experience in luxury settings, with at least 1 year in a supervisory/lead role.
• Proven experience delivering Forbes Travel Guide and LQA service standards.
• Excellent guest engagement and strong English communication skills.

Responsibilities

• Supervise the daily operation of treatment areas and ensure service delivery meets ESPA, Forbes Travel Guide, and LQA standards.
• Conduct regular inspections of treatment rooms, prep areas, equipment and facilities for cleanliness and readiness.
• Lead, coach and develop the therapist team; deliver onboarding and training in line with brand standards.
• Maintain accurate training records, competency assessments and performance documentation for therapists.
• Ensure confidentiality of guest information and consistently deliver personalized, exceptional wellness experiences.

Skills

Leadership

Spa operations

Coaching & development

Guest experience

Quality assurance

Education

Diploma in Massage Therapy

Advanced spa therapies certification

Tools

Spa scheduling software

Job description

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn.

Cradled on the cusp of the Baja Peninsula, One&Only Palmilla is a legendary retreat where the marvels of Mexico come to life in ultimate style. The warm Mexican charm is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.

About the Job

The Therapist Supervisor plays a key leadership role in ensuring the delivery of exceptional wellness experiences that reflect the highest standards of One&Only Palmilla, ESPA, Forbes Travel Guide, and Leading Quality Assurance (LQA). This position is responsible for supervising the daily operations of the treatment areas, maintaining service excellence, supporting therapist development, and ensuring operational consistency across all wellness services.

The Therapist Supervisor serves as a role model for the therapy team, fostering a culture of professionalism, guest-centricity, and continuous improvement. Through coaching, training, quality assurance, and performance monitoring, the role contributes directly to guest satisfaction, treatment revenue, retail performance, and the overall success of the Spa operation.

About You

You are a passionate wellness professional with strong leadership skills and a genuine commitment to creating exceptional guest experiences. You lead by example, inspiring others through your professionalism, attention to detail, and dedication to excellence.

You have a deep understanding of spa therapies, luxury hospitality standards, and guest care principles. You are highly organized, able to balance operational responsibilities with people development, and confident in providing coaching and feedback to ensure consistency among the therapy team.

You thrive in a fast-paced luxury environment and are motivated by achieving service excellence, exceeding guest expectations, and supporting the professional growth of your team while embodying the One&Only philosophy of We Create Joy.

Key Responsibilities

Operational Leadership & Spa Excellence

• Supervise the daily operation of treatment areas, ensuring seamless service delivery and compliance with One&Only Palmilla, ESPA, Forbes Travel Guide, and LQA standards.
• Conduct regular inspections of treatment rooms, preparation areas, equipment, and facilities to ensure cleanliness, organization, and operational readiness.
• Coordinate daily therapist assignments, balancing treatment schedules effectively to maximize productivity and guest satisfaction.
• Monitor opening and closing procedures, ensuring all operational checklists are completed accurately and consistently.
• Ensure treatment rooms are properly prepared before each guest arrival and maintained according to established spa standards.
• Monitor inventory levels, linen management, treatment products, and consumables to ensure uninterrupted operations.
• Support the Spa Manager with scheduling, workforce planning, and daily operational requirements.
• Lead, motivate, and coach the therapist team to achieve high levels of performance, engagement, and service excellence.
• Conduct onboarding, inductions, and ongoing training programs for all therapists in accordance with ESPA, Forbes, LQA, and hotel brand standards.
• Monitor individual therapist performance and provide regular feedback, coaching, and development opportunities.
• Maintain accurate training records, competency assessments, and performance documentation for all therapists.
• Foster a culture of teamwork, accountability, professionalism, and continuous improvement.
• Support recruitment activities, practical assessments, and onboarding of new therapists when required.
• Ensure punctuality, grooming standards, and professional conduct are consistently maintained by all team members.

Guest Experience & Service Quality

• Ensure every guest receives a personalized, memorable, and exceptional wellness experience.
• Monitor treatment quality through regular observations and quality assurance evaluations.
• Ensure therapists conduct thorough consultations and accurately record guest preferences and treatment histories.
• Oversee guest recovery and service resolution processes, ensuring concerns and complaints are handled promptly and professionally.
• Promote a culture of genuine care, empathy, and attention to detail throughout all guest interactions.
• Ensure confidentiality of all guest information, including medical records and personal data.

Revenue Generation & Retail Performance

• Drive treatment revenue and retail sales through coaching, motivation, and performance management of the therapy team.
• Monitor therapist productivity, retail conversion, and treatment utilization, implementing action plans when necessary.

Ensure therapists consistently provide professional aftercare recommendations and product prescriptions.

Promote cross-selling opportunities throughout the Spa and Wellness operation.

Support the achievement of departmental financial objectives through effective resource utilization and performance management.

Quality Assurance & Brand Compliance

• Act as a brand ambassador for ESPA and ensure all therapies are delivered according to established treatment protocols and SOPs.
• Ensure compliance with Forbes Travel Guide, LQA, One&Only, and all departmental standards.
• Conduct regular quality audits, treatment observations, and service evaluations.
• Support audit preparations and follow-up actions to maintain the highest quality standards.
• Identify opportunities for operational improvements and recommend best practices to enhance service delivery.

Health, Safety & Risk Management

• Ensure compliance with all health, safety, hygiene, sanitation, and emergency procedures.
• Monitor proper use, handling, storage, and control of spa products, equipment, and chemicals.
• Ensure all therapists maintain the highest standards of cleanliness, sterilization, and workplace safety.
• Report maintenance, safety, and operational concerns promptly and follow up until resolution.
• Maintain a safe and welcoming environment for guests and colleagues at all times.

Administrative Responsibilities

• Maintain accurate records related to training, performance, attendance, guest feedback, and operational audits.
• Assist in preparing reports related to therapist productivity, retail sales, revenue performance, and guest satisfaction metrics.
• Support departmental projects, initiatives, and continuous improvement programs.
• Perform additional duties as assigned by the Spa Manager or Spa Director to support business needs.

Skills, Experience & Educational Requirements

Education

• Diploma, Certification, or Degree in Massage Therapy, Holistic Therapies, Esthetics, Physiotherapy, Wellness, or related field.
• Valid professional therapist certification from a recognized institution.
• Additional certifications in advanced spa therapies, wellness treatments, or bodywork techniques are highly desirable.

Experience & Knowledge & Skills

• Minimum 3 years of Spa Therapist experience in a luxury hotel, resort, wellness retreat, or high-end spa environment.
• Minimum 1 year of supervisory, lead therapist, or team leadership experience preferred.
• Experience working with internationally recognized spa brands such as ESPA, Natura Bissé, Biologique Recherche, or similar luxury wellness brands is advantageous.
• Proven experience delivering Forbes Travel Guide and LQA service standards.
• Experience in retail sales, treatment recommendations, and achieving service and sales targets.
• Strong knowledge of massage therapies, body treatments, facials, and wellness services.
• Thorough understanding of luxury hospitality standards, Forbes Travel Guide requirements, and LQA audits.
• Excellent guest engagement and relationship-building skills.
• Strong coaching, mentoring, and training abilities.
• Ability to conduct treatment quality assessments and performance observations.
• Proficiency in spa scheduling and operational systems.
• Inventory management and cost-control knowledge.
• Excellent verbal and written communication skills in English; additional languages are an asset.

Core Competencies

• Guest Experience Excellence
• Leadership & Team Development
• Attention to Detail
• Service Recovery
• Coaching & Performance Management
• Luxury Hospitality Mindset
• Quality Assurance & Brand Compliance
• Business & Retail Acumen
• Accountability & Ownership
• We Create Joy Mindset

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.