COMPANY OVERVIEW

Trilogy Spa Holdings is a professional spa management company dedicated to creating and operating the most innovative, service-centric, and performance-optimized branded spas in the hospitality industry. We currently operate spas in Arizona, California, Colorado, Florida, Hawaii, Nevada, New York, Puerto Rico, and Texas, where there is an enormous opportunity for growth for passionate individuals.

Trilogy inspires those who provide, “Flawless service: Every Guest, Every day.”

We pride ourselves on creating a culture where employees feel valued, appreciated and take pride in coming to work. As such, desired candidates seek to be a Partner at Trilogy, not merely an employee. If you are driven to succeed and proud to serve others, we want you as part of our team!

JOB SUMMARY

The Lead Massage Therapist is responsible for providing guests with comprehensive and professional massage and body treatments, adhering to company SOP’s and brand standards. Must have the ability to perform massage services offered on spa menu, using proper draping techniques, while always maintaining the highest level of professionalism. Acts as a leader and mentor to the Massage Therapists, overseeing the operations of the team, assisting with the hiring, training, scheduling, product and treatment knowledge, product inventory, quality control, and adherence to standards. Effectively communicates with guests to understand their needs and areas of concern, while maintaining a high level of customer service standards.  

ESSENTIAL FUNCTIONS

• Adhere to TRILOGY’s “Flawless Service, Every Guest, Every Day” philosophy and Spa policy and procedures.
• Lead administrative duties as assigned, which may include scheduling, inventory management, compliance tracking, and team communication. During designated administrative shifts, the Lead Service Provider must clock out of their provider role and clock in as an administrator, receiving an hourly rate instead of commission for those hours worked.
• Anticipate guest needs and uphold Spa and TRILOGY’s service standards for guest service, including FORBES 5 Star criteria.
• Interact cooperatively and professionally with guests and spa team, demonstrating respect, sensitivity, and attentiveness, following all company guidelines.
• Provide knowledgeable and thorough massage therapy and body treatment services, while demonstrating professionalism, respect, and sensitivity to guest needs. 
• Provide guest consultation and personalized recommendations, based on guest’s needs, as well as sell and upsell retail products and enhancement treatments.
• Responsible for fostering client relationships to enhance satisfaction, ensure repeat business, and support client retention initiatives.
• Setup and break down of designated treatment area with the highest respect of fellow co-workers by maintaining neat and well-stocked work areas.
• Ensure Massage Therapists comply with and maintain safety, sanitation, and disinfection standards, properly clean and sanitize products, rooms, tools and equipment, following TRILOGY and State Governing Boards requirements and guidelines.
• Ensure Massage Therapists consistently deliver exceptional service by utilizing training materials for new and existing protocols and treatments, monitor performance, document compliance with service standards and policies, and motivate team for success. 
• Assist in arranging vendor training on treatment protocols and at-home retail extensions.
• Provide guests with a tour of the spa facility, as needed.
• Reconcile guest challenges and communicates complaints or maintenance issues to Spa Management.
• Responsible for professional product inventory and control.
• Distribute professional products to staff, as necessary, and maintain cleanliness standards of front and back of house.
• Conduct daily treatment room checklist inspections.
• Ensure equipment utilized for treatments in your department is in good operating order.
• Assist in inventory/ordering pars of retail products for their services.
• Assist Spa Director (and/or Assistant Spa Director, where applicable) in maintaining up-to-date Massage Therapist licenses and renewals, as needed.
• Assist Spa Director (and/or Assistant Spa Director, where applicable) in spa team performance evaluations and reviews.
• Assist Spa Director (and/or Assistant Spa Director, where applicable) with Massage Therapist schedules, as needed.
• Responsible for participation in department meetings.
• Assist Spa Director (and/or Assistant Spa Director, where applicable) with interviews, hiring processes, onboarding, and SOP training.
• Assist with daily briefings/stand up/pre-shift, as needed, if MOD is unavailable.
• Attend mandatory vendor and company training sessions, as scheduled by Spa Management.

REQUIRED EDUCATION AND PREFERRED EXPERIENCE

• Must have a High School diploma or equivalent, or any other combination of education, training and experience that provides the required knowledge, skills and capabilities.
• Must have a current CA Massage Therapy License.
• Must have at least 3-5 years of experience in a Massage Therapist position, preferably in a luxury hotel/resort environment.
• Previous Supervisory experience, preferred.
• Knowledge of Massage Theory, Anatomy, and Physiology.
• Must be polished, professional, and have a strong command of both written and verbal English.  
• Must be organized, proactive, and possess a strong attention to detail. 
• Basic computer software skills, including Microsoft Office.
• Previous experience with Booker, Book4Time, Spa Soft preferred. 

BENEFITS/PERKS

• Medical, Dental and Vision (FTE only)
• 401K Matching
• PTO – Paid/Holiday Time Off
• VTO – Voluntary Time Off
• Discounts on Retail Products and Spa Services

COMPENSATION: 18% Service Commission + $17.00 per hour + Service Charge + Retail Commission