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Job Details

Lead Spa Therapist

Company name
The Biltmore Hotel

Coral Gables, FL, United States

Employment Type

Fashion, Healthcare, Hospitality

Posted on
Jun 30, 2022

Valid Through
Oct 13, 2022

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Job Location

Biltmore Hotel - Coral Gables, FL

Remote Type


Position Type

Full Time

Education Level

High School

Salary Range


Travel Percentage


Job Shift


Job Category

Hospitality - Hotel


Position Summary

Perform massage and body treatments requested by each and every Spa guest. This position requires consistent adherence to policies and procedures of the department as outlined in the Biltmore Standard Operating Procedures (BSOPS).



Provide Spa services to guests in a timely, courteous and efficient manner and in accordance with Biltmore Standards and Protocols as well as Leading Hotel Standards.

Escort Spa guests to and from treatment rooms, attending to any immediate needs throughout Spa visit.

Assist in providing information to any inquiries and help to coordinate all guest requests for services.

Promote and sell Spa retail products.

Attend all trainings and meetings offered by the Spa.

Lead Therapist:

Assist with training of new therapists with treatments, protocols and standards.

Support the Spa Supervisor and Lead Spa Concierge in providing training for the Concierge team to have clear knowledge on the benefits and key selling points of each treatment.

Administer test out and audits on treatments.

Review weekly inventory of supplies and creation of necessary department purchase orders.

Walk treatment rooms and prepare a weekly report on room condition, documenting therapists who are not following room set up protocol.

Assist with staff scheduling to maximize service availability.

Coordinate vendor meetings, trainings and incentives (supervised by the Operations Manager).

Support additional administrative tasks and assignments asked by management.

Support other spa departments to assure guest satisfaction.

Walk treatment rooms and prepare a weekly report on room condition, documenting therapist who are not following room set up protocol.

Team Lead Responsibilities

Responsible for supporting management in conducting internal department audits of all LHW Standards for their specific department.

Attend all Biltmore Team Lead meetings facilitated by the Training & Development Manager.

Required to complete the department quota of audits per week/per month as assigned by the Department Head and Training & Development Manager.

Assist managers/ supervisors in creating and maintaining current department training manuals and training new and existing employees.


Experience and Education Required

Education High School Diploma required

Experience Minimum two years experience in similar position in Spa industry

Must have knowledge of general modalities and Spa products

Skills Required

Must be able to:

Speak, read, write and understand the English language.

Compute accurate mathematical calculations.

Provide legible communication and directions.

Perform job functions with attention to detail, speed and accuracy.

Prioritize and organize.

Think clearly, remaining calm and resolving problems using sound judgment.

Follow directions thoroughly.

Understand guests service needs.

Work cohesively with co-workers as part of a team.

Work with minimal supervision.

Maintain confidentiality of guest information and pertinent resort data.

Use a computer keyboard and possess basic typing skills.

Possess moderate to advanced computer skills.

Work in a dynamic and constantly changing environment.

Adept to multitasking.

Physical Demands

Must be able to:

Move, lift, carry, push, pull, and place objects weighing less than or equal to 20 pounds without assistance

Stand, sit, or walk for an extended period of time or for an entire work shift

Reach overhead and below the knees, including bending, twisting, pulling, and stooping

Use, carry, and operate all necessary office equipment using finger dexterity.

Communicate with employees, managers, subordinates and guests through verbal communication, hearing ability, and visual acuity.

Visually look at a computer for extended periods of time.

Adapt to moderate temperatures in the hotel as thermostat is controlled by hotel environmental systems. Most work tasks are performed indoors.

Success Criteria

Team Player

Demonstrates co-operation within the team and with other departments

Listens carefully and works well with others

Has a positive influence on others in the team and clearly enjoys working with people

Guest Focused

Anticipates guests needs and is sensitive to people from all cultures

Has a natural, warm smile and a friendly and passionate approach

Demonstrates confident, helpful and genuine behavior with internal and external guests

Delivers their Best

Has energy and sense of urgency for his/her work

Resourceful, makes things happen and looks for ways to work more efficiently

Always looks their best and acts appropriately (e.g. approaching guests, body language)


Able to stay calm under pressure

Demonstrates maturity and ability to cope with the unexpected

Never lets personal feelings interfere with delivering the highest standards

Trustworthy and responsible

Excellent records of attendance and punctuality

Is reliable and demonstrates the ability to work without supervision

Demonstrates a high level of personal integrity, honesty and trust

Time Management

Uses his/her time effectively and efficiently; values time, concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities

Makes decisions in a timely manner


Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees

Licenses or Certifications

Must have a valid Florida State Massage license

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Company info

The Biltmore Hotel
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