Lead Massage Therapist in Las Vegas, NV at Wynn Careers

Date Posted: 1/14/2022

Job Snapshot

Job Description

The Lead Massage Therapist is responsible for overseeing the day to day operations of the department to ensure Wynn Las Vegas standards are maintained by the staff. This position is also responsible for providing leadership to enhance employee engagement and guest satisfaction while performing services in the Spa facility or in any other venues on the Wynn Resort property where massage services are offered.

*Responsible for maintaining the Wynn and Forbes standards of service to guests and coworkers at all times.
*Knows and adheres to Wynn and department policies and procedures, takes pride in the resort and amenities and embraces the company and department culture.
*Understands and well versed in the resort, hotel features and services including all outlets, hours of operation, activities and events available to guests.
*Maintains a positive, enthusiastic attitude while embracing the Wynn Resorts core values and promises, along with the Spa culture and values.
*Ensures the Wynn standards of cleanliness and appearance for all areas. This includes daily side-work and maintaining room standards set by the department and the Massage State Board of Nevada. Responsible for overseeing the upkeep, maintenance, and cleanliness of all areas of the massage rooms, dispensary, break-room, storage areas and back of house.
*Works with safety as a priority, and follows department and company safety standards.
*Understands and abides by all Nevada State Board of Massage Therapists licensing requirements and policies.
*Must lead by example for line level employees by demonstrating exceptional guest and employee interactions along with following all company and department guidelines.
*Consults regularly with all levels of management within the company to provide constructive feedback to other departments to help enhance the guest experience.
*Must be able to effectively deal with internal and external guests, some of whom will require levels of patience, tact and diplomacy. Responsible for addressing guest issues.
*Provides clear direction, establishes goals and appropriate time frames, manages overall guest satisfaction, and monitors progress to achieve desired results.
*Solution oriented, avoiding conflict and gossip, stays on task and promotes teamwork
*Responsible for leading and developing the massage team and providing feedback as needed. Implements a calm environment when under pressure.
*Responsible for providing support to the massage team, Spa Director, Assistant Director and Manager.
*Looks for opportunities to assist peers, guests, other departments or leaders at all times.
*Required to participate in Hotel Operations Leadership Training.
*Maintains spa treatment rooms in a neat and professional manner including but not limited to: stocking of linen, cleaning, instrument sterilization and replaces all table linens after each service.
*Must ensure Staff Room standards and side-work is met/completed by actively conducting random room and side work checks.
*Perform all regular and seasonal services offered on the menu as trained by the department.
*Consistently follow all treatment protocols and be able to modify treatments within our guidelines based on guests’ individual needs.
*Retain comprehensive knowledge of all current services, product benefits, key ingredients and proper application. Able to speak to and actively suggest other services and/or retail products to enhance the guest experience and increase sales while following Forbes guidelines.
*Must actively assist in menu development, product line selection, service protocol development and participates in product demos.
*Responsible for conducting performance reviews, trainings and meetings with the staff to ensure proper communication, engagement and overall development of the staff.
*Attends required training classes and incorporates new knowledge gained into daily work practices.
*Responsible for managing labor, employee payroll, vacation and other benefits tracking, as well as maintenance of applicable licenses and work cards.
*Responsible for scheduling and fairly balancing books for the commission team to meet business demands.

Job Requirements

*Must be 18 years of age or older.
*Must maintain a current Nevada state massage license.
*Combination of education equivalent to graduation from high school (High school diploma) or any other combination of education, training and experience that provides the required knowledge, skills and abilities.
*Requires a minimum of 2 years’ massage therapist and customer service experience in a demanding high volume luxury spa or resort environment.
*Prior leadership experience is preferred but not required.
*Proven experience in managing multiple priorities simultaneously and meeting deadlines.
*Must possess excellent communication skills, both verbal and written.
*Candidate should possess feedback skills at all levels; push back, challenge status quo in and out of the office and strong motivational feedback.
*Must have problem negotiation, problem solving & decision making skills.
*Must possess outstanding organizational, interpersonal, and administrative skills, as well as excellent attention to detail and the ability to multi-task.
*Must be able to work proficiently with deadlines and disciplined to work without constant guidance and supervision.
*Ability to compute basic mathematical calculations. Ability to decipher various reports and create reports upon request.
*Weekend availability. Schedule for this position is not set. Must be available to work all shifts and be able to flex schedule based on business demands.
*Candidate must be able to work efficiently within a team environment.
*Must be able to work effectively in stressful, high-pressure situations.
*Candidate must be well groomed and professional.
*Must have an open mind and willingness to learn new processes, concepts, and ways of approaching analysis.
*Must be open to coaching and feedback to ensure growth and development.
*Must have strong customer service skills. Ability to deal with problems involving guests and operational issues while maintaining a positive attitude.
*Candidate must maintain the highest levels of confidentiality regarding guests and staff.
*Requires proficiency in Microsoft Office specifically Outlook, Word, Excel & PowerPoint.
*Prior knowledge of the following systems is preferred: SpaSoft, HotSOS, Market Metrix, MMS Agilysys and Opera.
*Must be able to satisfactorily communicate English with guests, management, and other employees to their understanding. Additional foreign language a plus.

Wynn Resorts is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Wynn Resorts does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

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