Reports to: Spa Manager
Classification: Full Time, Non-Exempt
Position Summary: The Lead Massage Therapist is responsible for delivering exceptional, personalized massage services while supporting daily spa operations and upholding Forbes 4-Star service standards. This role serves as a mentor to the therapy team, ensuring consistency, professionalism, and an elevated guest experience that reflects the luxury brand.
Key Responsibilities:
Guest Experience & Service Excellence
- Provide high-quality massage treatments tailored to individual guest needs, ensuring a luxury, results-driven experience
- Anticipate guest preferences and deliver personalized service in alignment with Forbes 4-Star standards
- Maintain a serene, welcoming, and professional environment at all times
- Address guest concerns promptly and effectively, ensuring complete satisfaction
Leadership & Team Support
- Act as a role model for service, professionalism, and technical skill
- Support onboarding and training of new massage therapists
- Provide ongoing coaching, feedback, and mentorship to enhance team performance
- Assist in maintaining team morale, engagement, and accountability
Operations & Standards
- Ensure treatment rooms are prepared and maintained to the highest cleanliness and presentation standards
- Support adherence to spa protocols, safety guidelines, and sanitation requirements
- Assist leadership with scheduling, coverage, and daily operational flow as needed
- Monitor inventory levels and assist with ordering supplies
Revenue & Retail Contribution
- Promote spa services, enhancements, and retail products in a natural, guest-focused manner
- Support achievement of departmental revenue goals through service excellence and upselling
- Educating guests on post-treatment care and product recommendations
Qualifications:
- Valid state massage therapy license
- 3+ years of experience in a luxury spa or resort environment preferred
- Proven expertise in a variety of massage modalities (e.g., Swedish, Deep Tissue, Therapeutic)
- Previous leadership or mentoring experience strongly preferred
- Strong communication, interpersonal, and guest service skills
- Ability to uphold Forbes 4-Star service standards and brand expectations
Core Competencies:
- Exceptional guest service and attention to detail
- Leadership and team development
- Professionalism and discretion
- Time management and adaptability
- Passion for wellness and luxury hospitality
Work Environment & Expectations:
- Ability to work a flexible schedule, including weekends and holidays
- Physical stamina to perform multiple treatments per day
- Commitment to maintaining a polished, professional appearance in accordance with brand standards
TOTAL COMPENSATION
- Base Salary
- Medical, Dental & Vision Insurance
- Health and Dependent Care FSA Options
- Life Insurance, Short-Term Disability and Long-Term Disability
- Critical Illness, Cancer, Hospital Indemnity and Accident Supplemental Insurance
- 401k with Employer Match
- Paid Time Off (PTO) & Sick Leave