What You'll Do as a Lead Massage Therapist:As a Lead Massage Therapist at Westgate Resorts you are responsible for supporting the leadership standard in the spa. Provide outstanding customer service to guests and fellow team members. Function in a supervisory role to assist with technician training & scheduling, act as a support for the front desk area and support the spa director with various projects. Maintaining quality control with service protocol, assisting with product cost containment and assist with inventory ordering. Enhance & support the service philosophy of Serenity Spa by maintaining a positive, leadership attitude. You will demonstrate Westgate’s core values of Passion, Integrity, and Work Ethic in every interaction with guests and team members.Embrace and support the Principles of Service of the Westgate Resort.Set excellent customer service and professional work examples for all team members by contributing to all departments as often as possible. Use and emphasize spa vocabulary, professional standards, and attention to quality, consistency, and detail.Maintain confidentiality in all personnel matters.Maintain a positive attitude and contribute toward a quality work environment.Facilitate understanding, appreciation and compliance with all health and sanitation laws and rules.Oversee training and developing of technical team, ensuring thorough product knowledge, quality control skills, acceptable time management, proper aesthetic standards, sanitation and safety, and exceptional customer service.Stay abreast of emerging products, treatments, and trends in the Spa industry.Be flexible with schedule to accommodate emergencies that may arise.Oversee the scheduling of guest appointments and massage therapist schedules as needed, including shift coverage for vacations and day of emergency coverage.Balancing the massage therapist’s schedules before pre-shift of each shift.Meeting one on one with massage therapists to discuss goals, concerns and to touch base.Assist guests with any complaints professionally and courteously, ensuring complete guest satisfaction as needed.Track Inventory and place orders in a timely manner to keep department in stock of all products needed.Learn ordering, payroll and other managerial duties necessary if manager is unavailable.Act as Manager on Duty when manager is not in the spa.
