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. 

Team Leadership & Development 

• 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 a 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 

• Emotional Intelligence 

• Attention to Detail 

• Service Recovery 

• Coaching & Performance Management 

• Luxury Hospitality Mindset 

• Quality Assurance & Brand Compliance 

• Collaboration & Teamwork 

• Business & Retail Acumen 

• Accountability & Ownership 

• We Create Joy Mindset