The Spa Training Assistant communicates closely with the spa team and supports the Spa Manager in progressing the general spa operation forward, particularly at the level of service delivery standards, customer service and client care.
To ensure that the spa team are competent to deliver the highest therapy standards. This position is vital to ensuring the quality of therapy and subsequent service excellence, satisfaction to deliver the best possible guest and staff development experience whilst achieving the Spa’s business goals and successful outcomes.
The Spa Training Assistant delivers engaging and interactive learning environment via training sessions to ensure each employee is treated with care, honesty, integrity, and empowerment.
Duties and Responsibilities
Perform therapy during busy days.
Assist the Spa Manager with recruitment of the Therapists.
Trade testing technical knowledge and hands on therapy standards.
Schedule a full training induction of all new spa specialty therapists and over inhouse assistance.
Assist the Spa Manager with performance reviews.
Review and audit all Guest Revu forms.
Undertake monthly training needs analysis for each team member (or when directed by the Spa Manager or Head of training).
Ensure that the spa team are competent to deliver the highest Five Star standards.
Design and delivery strategic training workshops to develop the skills of all therapists, housekeeping, and reception staff.
Implement training with external experts and professionals from SODC brands as appropriate. Including but not limited to power hours, external head office training and online training.
Liaise with Spa Manager regarding equipment maintenance or replacements needed for treatment rooms.
Liaise with Spa Manager regarding Guest revue feedback and or verbal feedback on therapists.
Liaise with Spa Manager in planning team meetings and trainings.
To ensure that all new staff are given a departmental orientation/induction and full treatment and product training.
Continually develop & review the Spa Training needs and integrate training plan to rectifying.
Liaise with Head of Training to ensure the Spa Training Manual correlates to the Standard Operating Procedures at all time.
Continuously monitor and ensure that therapies are consistent and that therapists are adhering to correct SODC procedures.
Continuously review mystery guest feedback and provide support to staff with correction measures and training.
Provide feedback to management on failed mystery guest less than 80% to process staff fines on payroll as per company policy staff forfeit 1% of service revenue.
Conduct regular assessments of therapist to determine if the correct protocol and standard operating procedures are adhered.
Provide feedback to management on failed assessment less than 80% to process staff fines on payroll as per company policy staff forfeit 1% of service revenue.
Conduct treatment/guest experience with each Spa team member and review the outcomes and provide feedback to the Manager/ therapist/s as well as follow up any further actions required to enhance the treatment/guest experience.
To ensure that all personnel provide a courteous and professional service at all times.
To conduct annual training performance appraisals for all spas staff and follow up with all development plans agreed upon and in place.
Conduct weekly check on therapist tool kit with the necessary tools needed to carry out the expected work. Kept sterile and consistently kept at the highest standard of health and hygiene requirements.
Ensure lost or damaged tools from therapist kit are replaced immediately.
Strategically look at booking procedure from guests, which includes up-selling and upgrading and ensure to provides strong focus in this area.
Develop and maintain good relationships with the Spa therapy team.
Develop a mutually respectful and supportive relationship with other branch assistant trainers / heads of training within SODC to create a strong training & development Plan.
To ensure smooth daily operational management of all aspects of the spa training protocols.
Have a thorough knowledge of the products and services that the Spa provides.
Liaise with Head of Department to design, create and implement signature therapies unique to SODC.
Coordinate all training & development specific tasks to ensure the Spa is maintained to an organised standard.
To ensure all professional treatment kits are clean and restocked weekly, products replenish list provided to orders.
To ensure staff adhere to professional product usage outlined in treatment protocols to minimize stock wastage.
To ensure all spa personnel are conducting their work in an appropriate manner in accordance with the Training Procedures Manual.
To ensure all employees of Life Day Spa Aspen adheres to uniform and grooming standards during working hours and/or during performance of his/her duties in terms of the agreement.
Promote the highest level of performance and motivation amongst spa staff.
Arrange with the Spa Manager an internal auditing process on cleanliness, customer service and quality of treatment.
To evaluate operations and procedures and implement improvements constantly.
To ensure all equipment is always maintained and in safe condition.
To assist the Spa Manger in the dealing of guest complaints process.
Admin Responsibilities and reports
Ensure staff are motivated and supported on how to achieve their daily target by providing guidance on up sales, treatment upgrades and product recommendations.
During weekdays ensure daily 5min verbal trainings provided on the product of the day included but not limited to products information, key ingredients, and benefits of product.
Reception email checks to be done weekly and submitted with reports. (5 emails per week)
Ensure two mystery guests are booked per week according to your matrix and therapist availability. (information of mystery booking to be confidential)
To evaluate reception telephone etiquette adherence 3 tru-log calls to be submitted with weekly reports.
Weekly reports submitted: Updated Matrix, Training Focus, Assessments, Trulog Mystery guest feedback.
Have a strong guest service orientation.
Encourage the team to meet standards and timetables.
Provide clear and effective communications and training to staff.
Ability to competently manage relationships and handle people.
Ability to speak, coach, mentor and build a therapy team.
A professional positive attitude.
Can work well under pressure and to deadlines.
Creative leadership and influential problem-solving skills.
High level of business acumen to assist the Spa Manager with financial reporting/budgeting.
Strong Customer Service awareness and orientation.
Impeccable time management.
Focused decision maker.
Excellent organisational skills.
Excellent written and verbal communication.
Motivate and mentor subordinates effectively.
Highest attention to detail.
Must possess an internationally recognised qualification in Beauty Therapy and Massage. qualifications. (CIBTAC, ITEC or CIDESCO or equivalent) 5 years spa therapy experience with 2 years Five Star spa training experience and management experience.
Certificate (or above) in Business Management or similar – preferred
Discussed during interview