Location: Fulham Pier, Stevenage Road, London.
Reporting to: Wellness Manager
Job description
The Head Therapist is responsible for supervising the efficiency of all Spa Therapists who work either full time or on a casual basis for the Spa at Fulham Pier. To provide a full range of spa treatments to all guests and members to the standard required and trained by the Spa at Fulham Pier. The Head Therapist must address all training needs, retail matters and operational aspects of the Spa Therapists. The Head Therapist will be the champion of all spa treatments including the pop ups and will also support the creation and implementation of all spa training and specialist treatments. They will be the first therapist to be booked for journalist and VIP guests. As the Head Therapist you will be a master practitioner and an inspirational leader. You will champion our treatment protocols, oversee the operation of the therapist team and ensure the spa consistently delivers an exceptional experience while mentoring a high-performing team of therapists. You will be the lead therapist for VIPs and press.
Key Responsibilities
Excellence in Therapy & Guest Experience
- Elite Service Delivery: Deliver a comprehensive range of premium spa treatments to spa members, hotel residents, and The Lighthouse Social members, maintaining the highest brand standards.
- Brand Ambassadorship: Act as the lead therapist for VIPs, journalists, and influencers, representing the spa's signature techniques and ethos.
- Personalised Consultations: Ensure thorough consultations are conducted for every guest, tailoring treatments to specific needs.
- Seamless Guest Journey: Maintain a high-profile presence in the spa; when not in treatments, assist the front-of-house team with guest check-ins, facility tours, and break cover.
- Bespoke Care: Foster a loyal client base by providing exceptional, personalised service that encourages repeat bookings and membership retention.
Leadership & Team Development
- Performance Mentorship: Motivate and lead the therapist team to create a culture of excellence and professional pride.
- Training & Standards: Identify departmental training needs (including product knowledge and reception standards) and coordinate sessions with the Spa Manager.
- Quality Control: Conduct trade testing for all potential new hires and agency staff to ensure they meet the spa's rigorous skill requirements.
- Communication: Lead regular therapist meetings to share feedback and operational updates, ensuring the Spa Manager is kept fully informed of team dynamics.
- Grooming Standards: Act as a role model and enforce impeccable grooming and uniform standards across the therapist team.
Operational & Commercial Management
- Stock & Inventory: Oversee the monthly counting and ordering of all professional and retail stock, ensuring lean inventory management and minimal wastage.
- Revenue Growth: Drive departmental profitability by setting retail incentives, achieving upselling targets, and promoting spa memberships.
- Operational Integrity: Manage the therapist rota in alignment with the Spa Manager, ensuring all shifts and treatment room allocations are optimised.
- Resource Management: Monitor the efficient use of professional products and utilities, ensuring all staff adhere to Treatment Room SOPs and wastage controls.
- Facility Excellence: Maintain a 5-star environment by overseeing the cleanliness and "theatre" of the treatment rooms and waiting areas, reporting any maintenance issues or lost property immediately.
Compliance & Professionalism
- Confidentiality: Maintain absolute guest privacy and data protection at all times.
- Health & Safety: Ensure full compliance with Health, Hygiene, and Safety regulations, including Fire and Emergency procedures.
- Issue Resolution: Handle guest complaints with tact and efficiency, escalating to Senior Management only when necessary.
- Confidentiality: Maintain absolute guest privacy and data protection at all times.
- Health & Safety: Ensure full compliance with Health, Hygiene, and Safety regulations, including Fire and Emergency procedures.
- Issue Resolution: Handle guest complaints with tact and efficiency, escalating to Senior Management only when necessary.
Skills & Experience:
To excel in this role, you'll bring a proven track record of leadership, inspiring teams to achieve their best. Your experience in managing a team in a busy operational environment will be highly valued as you lead our dedicated guest experience team.
Personal Profile:
In this dynamic role, attention to detail will be crucial, especially during fast-paced and complex work situations, such as multiple on-sales of events. Your proactive approach will be highly appreciated as you anticipate and forecast challenges that may impact service delivery, ensuring seamless experiences for our guests.
Flexibility and adaptability are traits that will serve you well in this role, as you'll be required to work evenings, weekends, and bank holidays to meet the demands of our events.
Essential Qualifications:
Desirable Qualifications:
Health and Safety
As confident custodians, all staff must adhere to Fulham Pier’s Health and Safety policy as well as comply with all role specific health and safety requirements. In addition, all staff have the responsibility to report any breach or potential breach in health & safety to a member of the health and safety team or senior manager.
Safeguarding
Fulham Pier acknowledges that everyone has a responsibility for the wellbeing and safety of children, young people and adults at risk who are visiting Fulham Pier. As part of Fulham Pier’s commitment to providing a safe environment for children and adults at risk, we operate a Safer Recruitment Policy which all candidates must comply with. In addition, we require all staff who work with or interact with children or adults at risk to comply with our Safeguarding Children and Safeguarding Adults Policies.
Equality, diversity & inclusion
We are committed to supporting an environment where all staff have a personal responsibility to uphold Fulham Pier’s Equal Opportunities Policy by treating fellow employees, prospective employees, casual workers, prospective casual workers, and customers fairly and impartially.
To Apply
Please send your CV along with a cover letter to sparecruitment@fulhampier.com