Massage Therapist / Terapeuta

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Job Summary

• Provide massage services to guests using appropriate products according to the protocols. Assess guests needs and inquire about contraindications (e.g., allergies, high blood pressure, pregnancy) before beginning service. Escort guests to and from treatment rooms. Arrange workstation, treatment room, and/or drapes, and check with guest to ensure guest comfort and safety throughout service. Promote and sell spa/salon services. Clean, maintain, and sterilize tools. Maintain cleanliness of workstation and/or treatment room throughout shift, dispose of trash and dirty linens, and secure supplies and equipment at the end of each shift. Monitor and stick to time schedule throughout the day. Handle inappropriate guest behavior by stopping service and informing supervisor/manager. Maintain current licensure in service area.

• Cover the receptionist tasks while note available. Schedule services for individuals and large groups using spa/salon reservations software system. Call guests to confirm scheduled services. Answer questions about available services. Update the reservations/cancellations list throughout the day, inform providers of last-minute changes, and resolve scheduling issues as needed by working with supervisor/manager. Check in guests for appointments, confirm first and last name, and provide general spa orientation to guests upon arrival. Promote and sell spa services. Obtain assigned cashier and ensure accuracy of transactions, obtain change required for expected business level, and keep cashier always secure. Process guest payments for spa/salon services and obtain payment authorization as needed. Accept and log cash tips for associates. Balance, scan, and drop receipts with accounting. Notify Engineering of maintenance and repair needed.

• Report accidents, injuries, and unsafe work conditions to manager. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Comply with quality assurance expectations and standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors or Managers.

Safety and Security

• Complete appropriate safety training and certifications to perform work tasks.

• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).

Policies and Procedures

• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Follow company and department policies and procedures.
• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

Guest Relations

• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Address guests' service needs in a professional, positive, and timely manner.
• Thank guests with genuine appreciation and provide a fond farewell.
• Assist other employees to ensure proper coverage and prompt guest service.
• Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).

Communication

• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking, and relaying messages, and allowing the caller to end the call.
• Speak to guests and co-workers using clear, appropriate, and professional language.
• English is needed, and any other language is valued.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
• Provide assistance to coworkers, ensuring they understand their tasks.
• Talk with and listen to other employees to effectively exchange information.

Working with Others

• Support all co-workers and treat them with dignity and respect.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Physical Tasks

• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Guest Scheduling and Check-In spa services

• Schedule services for individuals and large groups using spa/salon reservations software system (e.g., Rio, SpaSoft, concept, Golf Manager).
• Call guests to confirm date, type, time, and preferences for scheduled services.
• Answer questions about services available in the spa/salon to assist individuals in selecting a service.
• Check in guests for appointments by looking up name and checking a box to indicate arrival using the appropriate software (e.g., Rio, SpaSoft, concept, Golf Manager).
• Advise providers of last minute changes or additions to schedule (e.g., different service, different guest, cancellation).
• Provide general spa orientation to guests upon arrival, such as the location and use of locker rooms, lounge areas, and hospitality stations.
• Continually update the guest reservations/cancellations list by entering information in the reservations software system (e.g., Rio, SpaSoft, concept, Golf Manager) throughout the day.
• Answer questions about general property information and amenities.
• Resolve situations where guest has arrived late by working with supervisor/manager to find another guest or reschedule the service.

Provide Spa/Salon Services

• Monitor and stick to time schedule to stay on time throughout the day.
• Assess guest needs and inquire about contraindications (e.g., allergies, high blood pressure, pregnancy) before beginning service.
• Arrange workstation, treatment room, and/or drapes to ensure guest comfort and safety.
• Check with guest to ensure continued comfort throughout service (e.g., comfortable temperature, amount of pressure).
• Handle inappropriate guest behavior by stopping service and informing supervisor/manager.
• Maintain current licensure in service area (e.g., massage therapy, nail services) by taking continuing education if needed and renewing license before expiration date.
• Confirm guest first and last name and type of treatment scheduled prior to beginning treatment.
• Escort guests to and from treatment rooms.
• Provide massage services to guests using props (e.g., rain sticks, hot stones, pregnancy cushions) and/or products (e.g., oils, gels, lotions).
• Offer guests amenities such as water, juice, or heated neck pillows.
• Promote and sell spa services.
• Check computer for updates and changes to schedule regularly throughout the day.
• Determine if condition of guest's skin, hair, or nails prevents being able to complete a service and suggest an alternate service if necessary.
• Demonstrate, promote, and sell spa/salon retail products.

Payment/Cash Handling

• Obtain assigned cashier and ensure accuracy of contracted transactions, obtain change required for expected business level, and keep cashier always secure.
• Obtain and process guest payments for spa/salon services (e.g., cash, credit cards, gift certificates, master accounts, guest room accounts) using appropriate software (e.g., SpaSoft, Micros, Rio) and provide change as necessary.
• Count and secure cashier at end of shift.
• Balance, scan, and drop receipts with Accounting.
• Accept and log cash tips for associates.
• Verify payment authorization for checks and credit cards using appropriate method (e.g., IC verify, Telechex).
• Process adjustment vouchers, correction vouchers, and miscellaneous charges.

Maintain Spa/Salon Environment

• Notify Engineering of spa/salon maintenance and repair needs.
• Set up workstation and/or treatment room with necessary products, equipment, and supplies.
• Clean, maintain, and sterilize tools and equipment.
• Maintain cleanliness of workstation and/or treatment room throughout shift.
• Dispose of trash and dirty linens in the proper area.

The hotel business functions seven days a week, 24 hours a day. All associates must realize this fact and be aware that, at all times, it may be necessary to move associates from their accustomed shift, as business demands. In addition, this is a hospitality business, and a hospitable service atmosphere must be always projected.

This Job Description summarizes the principal functions and responsibilities of a Spa Therapist/ receptionist. Operational necessities may require from time to time, and you may be asked to carry out functions of another discipline within your same Professional Group.

I have read and received a copy of the above description and fully understand that violation of any of the stated responsibilities and duties is grounds for disciplinary action.

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.