Spa Therapist
Health Club - The Grand, York
Contract: Full Time Salary: £13.50
Located within York's city walls and with views of York Minster, the hotel holds an enviable and proud position in the city and local community. Once the famed Headquarters of the North-eastern Railway Company, our magnificent building is bursting with original features and all the grandeur of its former life as the "Palace of Business" - making it a truly beautiful and inspiring place to work and grow.
Job Description
CORE VALUES
Drive, Excellence and Care
DRIVE
We drive exceptional results across all areas of the business.
EXCELLENCE
We strive for quality in all that we do.
CARE
For our guests, our team and our environment.
JOB SUMMARY
The Grand, York's core purpose is to create timeless memories and instinctive care in exceptional spaces.
The Spa Therapist plays a key role in delivering an exceptional guest experience in the spa and treatment rooms at The Grand, York. This position encompasses a variety of responsibilities, including taking and managing spa bookings, guiding the guest journey, and performing all therapist duties. The role requires both independent work and collaboration with a dynamic team of spa therapists and spa management.
The Spa Therapist ensures the highest level of guest satisfaction throughout their experience, from pre-arrival to post-departure, while adhering to established protocols, processes, and spa operating procedures. A polished and professional demeanour is essential, as the individual will serve as a role model, inspiring colleagues around them. This role demands flexibility in working hours and days to maximise our availability and offering as a hotel. Delivery of top-tier treatments and services in line with the Grand's five-star standards, maintaining cleanliness and excellence at all times.
KEY RESPONSIBILITIES
To communicate in a professional five-star manner to all guests to promote all treatment availability and any retail offers or discounts available.
To have a basic understanding of column management, filling white space from the top down, maximising profitability and productivity.
To interact and communicate effectively with all team members of the spa and all team members of the hotel.
To lead by example; working within the team, exhibiting strong front of house, therapy, guest services and five-star service skills.
To meet and greet guests entering the spa for a spa treatment, spa day or spa access conducting a knowledgeable full spa tour of all facilities, services, upgrades and promotions.
Provide exceptional, professional, five-star treatments by adhering to trained protocols, while tailoring each experience to meet the unique needs and desired outcomes of each guest.
Conduct other treatments such as Hammam, Rasul and any other services The Grand, York delivered with adequate training.
Efficiently and independently run a full treatment column.
Provide meaningful, thorough, tailored consultation and aftercare recommendations to each guest.
Achieve retail sales targets, aiming for 7% of your individual total treatment revenue.
To record and communicate personal retail sales to the Spa Treatment Manager.
To be fully aware of current services and make suggestions for improvement, expansion and/or creation of new services. All suggestions to be communicated in a professional manner with the Spa Treatment Manager.
Undertake Spa Host, Spa Reception and Spa Therapist shifts and responsibilities as required.
Ensure efficient treatment room turnover, including daily deep cleaning.
Ensure that all maintenance issues are reported and logged.
Comply with all health and safety regulations including COSHH.
To use the values of DRIVE, EXCELLENCE and CARE in every decision you make whilst on shift.
Productivity
To ensure that any un-booked time (white space or quiet periods) is used productively using initiative.
To maintain a 'can do' attitude on every shift.
To ensure you consistently recommend home care products, up-sell and link-sell treatments.
Up-sell the spa retail products and improving the guest experience.
Standards
To establish a strong guest service ethos ensuring a consistently high standard of delivery and guest care.
To maintain a standard of excellence in terms of the visual presentation of treatment rooms and any area within the spa you come into contact with.
To ensure you adhere to uniform standards and are professionally presented at all times
To provide a high standard of treatments and lead by example.
Accidents and hazards should be recorded and reported immediately and relevant forms recorded with the Spa Director.
GENERAL
* Be responsible for Health and Safety as an individual and also to work colleagues, guests and the business, reporting concerns through the Health and Safety processes and procedures.
* Ensure continuous professional development of self, including attending required training courses and seeking means of developing within the business.
* Maintain a professional work environment by refraining from engaging in personal conversations with colleagues for extended periods during work hours.
* Refrain from speaking negatively about other team members, spa management and respect confidentiality by not gossiping or sharing sensitive information.
* Promote continuous improvement in the level of quality and guest care provided by the business and make proposals/suggestions where applicable
* Respect colleagues and the working environment at all times.
* Ensure high standard of dress and self-presentation within the working environment
What We Offer
The Grand, York is proud to provide our team with a variety of benefits to enhance and drive engagement. We believe in consistent and tangible reward and recognition initiatives, and we put health and well-being firmly at the heart of our employer brand. Joining The Grand, York is not just a career, but a deeply rewarding journey with limitless opportunities to develop and grow.
* Fully funded and supported Apprenticeship programmes up to level 7
* Supervisory and Management development training programmes, Ignite and Inspire.
* Splendid Family discounts across our group - on accommodation, food and drink.
* Enjoy being creative with friends and family with a 50% discount on cookery classes in our Grand Cookery School
* We operate a monthly Grand Family shop, where you can buy bulk items to help with the cost of living.
* Discounted local NCP car parking and discount off local First bus travel.
* Experience our hotel as a guest with a complimentary guest experience for you and a guest within your 90-day probation period
* Monthly payday treats and an annual 'Thank You' week – full of treats and activities.
* We celebrate our diverse workforce with awareness days and diversity lunches.
* Visit York discounts to visit local attractions and experience what our wonderful city has to offer.
* We love to recognise our Grand Family through Grand Star of The Month, Grand Celebrity of The Week, Probation Pass lunch and Long Service recognition dinner. Enjoy our annual Grand Family party, with many other social events throughout the year.
* Company Pension salary sacrifice scheme.
* Access to our Cycle to Work scheme through Green Commute Initiative to support health and wellbeing and our environment.
* Make a difference and join our Grand Goes Green Team, our Grand Plans Team to help organise our social events and raise funds for our nominated charities. There is also opportunity to represent your department in our Grand Family Forum.
* Fully funded and supported ESOL classes (English for Speakers of Other Languages)
* 12 Mental Health First Aiders onsite to provide signposting and initial support.
* Retail Trust Employee Assistance Programme (EAP) to give free, confidential 24-hour support and advice whenever you may need it.
* Employee referral scheme - refer a friend or family member and receive a £350 incentive payment.
* Complimentary light breakfast, lunch, and dinner whilst on shift as well as complimentary tea, coffee and fruit.
About Us
The Grand is York's only five-star hotel, situated in the very heart of the historic city. The property offers a splendid blend of Victorian elegance and modern sophistication and is known worldwide as a beacon of hospitality excellence. We are honoured to have been awarded the 'Hotel of the Year' Catey and we are also absolutely delighted to be named in The Sunday Times top 100 'Best Places to Work 2023'.
Along with our 207 guest bedrooms, we boast an award-winning rosette restaurant, The Rise, which holds the Conde Naste 2022 award for Best Afternoon Tea. In addition to this, our new fine dining restaurant, Legacy, provides the opportunity to elevate our dining offering and become leaders in the York food scene. We have a state-of-the-art Cookery School, are home to an atmospheric Spa, stunning Meeting and Event spaces and an In-Room Dining offering. Each day is unique and memorable at The Grand and we live to create special memories for our guests and our team.
Our vision is to be the UK's most loved hotel. We pride ourselves on our values. We place emphasis on driving for results in all areas of the business, excellence in everything we do and genuine care for our Grand family, guests, and the environment.
Role in our Family
Our teams are the heart and soul of The Grand, without them The Grand is just a beautiful building. We pride ourselves on the warmth of our Yorkshire welcome that each one of our guests receives. As a Kitchen Porter, the key to your role will be:
* Be responsible for Health and Safety as an individual and also to work colleagues, guests and the business, reporting concerns through the Health and Safety processes and procedures.
* Ensure continuous professional development of self, including attending required training courses and seeking means of developing within the business.
* Maintain a professional work environment by refraining from engaging in personal conversations with colleagues for extended periods during work hours.
* Refrain from speaking negatively about other team members, spa management and respect confidentiality by not gossiping or sharing sensitive information.
* Promote continuous improvement in the level of quality and guest care provided by the business and make proposals/suggestions where applicable
* Respect colleagues and the working environment at all times.
* Ensure high standard of dress and self-presentation within the working environment
* Undertake any other duties commensurate within the position for which you are qualified.
What Happens Next
Does the Spa Therapist role suit your skillset? Apply now, this takes seconds, you'll just need to provide some contact details along with a CV. Next, we'll review your details, and if successful we'll invite you to meet one of the team to learn more about you, your experience and let us tell you more about the Splendid Hospitality Group.
The Splendid Hospitality Group is an equal opportunities employer and a disability confident committed employer, committed to hiring a diverse workforce and sustaining an inclusive culture.