Senior Spa Therapist

JOIN US
At RBH we believe our people are our biggest assets and understand the value in putting them first. Our approach to diversity in the workplace, health & wellbeing, sustainability, and individuality sets us apart from our competitors and is one of the reasons we are rated Top 6 Best Places to Work in Hospitality! We are passionate about the industry and always on the lookout for new talent to join us on our journey.

We are looking for a passionate and experienced Head Therapist with the expertise to support and enhance the quality of our spa therapeutic services. We are looking for someone who can inspire a team, coordinate the customers journey, and foster a professional, caring environment for both clients and staff.

OUR HOTEL
Nestled in the vibrant heart of East London’s Royal Docks, the Crowne Plaza London Docklands offers an upscale experience with spectacular waterfront views. Just minutes from the ExCeL Exhibition Centre and close to London City Airport, this contemporary hotel boasts 210 stylish rooms, blending comfort with luxury, and caters to both business and leisure guests alike.

Our facilities include Fremantle Bar & Kitchen, a chic restaurant serving modern cuisine, and our on-site gym, complete with a heated indoor pool, perfect for unwinding. Crowne Plaza London Docklands offers an inspiring place to work, where your energy and enthusiasm will be valued in a dynamic team atmosphere. If you’re looking to grow in a bustling environment with a commitment to exceptional guest experiences, join us!

Our Benefits
You will have access to a benefits package we believe truly works for our people:

• Discounted hotel room rates for you and your friends & family
• An additional days leave for your birthday
• Enhanced Maternity, adoption & shared parental leave
• Course Sponsorship
• 30% F&B discount at RBH hotels
• Refer a Friend scheme (earn £250 for each referral up to 5 referrals)
• Flexible working arrangements
• Wagestream - choose how and when you get paid
• Life Insurance
• Employee Assistance Programme
• Social and wellness events and activities all year round
• Free meals on duty saving you over £1000 per year

And much much more!

KEY OBJECTIVES

• Working with the Leisure Club Manager to ensure that financial targets are achieved.
• To ensure the strategic and day-to-day management of the Spa.
• To ensure that the Spa operates in accordance with the Contract Specification.
• To carry out a wide range of spa treatments to a high standard.
• To support, develop and mentor staff in achieving their objectives.
• To liaise with Leisure management to strategize and achieve the organization’s therapeutic goals.
• To manage the treatments diary to maximise the availability and administration of the junior therapist.

Competence Requirements For Job
To work with the Leisure Club Manager and support team to:

• Set budgets and maximise revenue
• Control the costs in line with the Leisure club KPI
• Monitor and review all financial and non-financial indicators daily.
• Perform tray test assessments
• Deliver high quality treatments and secure repeated bookings
• Manage the diary to maximise therapist utilisation & profitability.
• Ensure the delivery of a high-quality service to every customer on every visit in accordance with the Companies Mission Statement.
• Investigate and propose any new opportunities for developing the business to the Support Team.
• Manage relationships with 3rd party aggregators and ensure availability is kept current.
• Monitor client outcomes and satisfaction, implementing improvements where needed.
• Carry out checks to ensure that treatment rooms and wider spa areas are clean and safe, as well as well-stocked with equipment and products.
• Ensure spa equipment is working and coordinate safety and maintenance checks and repairs with the maintenance team where necessary.
• Ensure that knowledge of all stocked spa products and treatments amongst staff is up to date.
• Oversee stock take, stock control and orders for retail and professional spa products.
• Carry out duties of other members of staff if necessary, e.g. cover for breaks, sickness, treatments.
• Supervise and support a team of therapists, providing guidance, training, and performance feedback.
• Conduct regular team meetings to discuss cases, address challenges, and foster a collaborative environment.
• Lead recruitment, onboarding, training, and development of new therapist’s staff.
• Develop and update treatment protocols, procedures, and therapeutic strategies.
• Ensure own and team’s understanding of the Contract Specification.
• Coordinate customer journey, and implement best practices in spa treatments service delivery.
• Maintain client records and documentation in compliance with regulatory standards and confidentiality requirements.
• React quickly and efficiently to any issue raised by the client.
• Feedback any key issues to the Support Team.

What We Need From You

• Spa Management Degree - Ideal but not mandatory
• NVQ Level 3 Beauty Therapy
• Sales and marketing, administration, planning and implementation
• Previous Senior Therapist Role
• Strong attention to detail and accuracy, particularly in financial reconciliation
• Good communication skills and the ability to handle guest enquiries professionally
• Basic IT skills and familiarity with property management systems (PMS)

EQUAL OPPORTUNITIES
RBH Hospitality Management is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. If at any point throughout our process you require reasonable adjustments, please contact us.