Treatment Supervisor/Lead Therapist.

Spa Treatment Supervisor/Lead Therapist
In addition to base wage, you will be eligible to participate in the spa gratuity plan and relevant commissions, where applicable.

The Treatment Supervisor (Lead Therapist) is a hands-on clinical and service leader with extensive experience in luxury spa environments, responsible for upholding treatment excellence, team performance, and guest care at the highest level across all service disciplines. This role maintains an active, full-time treatment schedule while serving as a trusted extension of spa leadership—supporting daily operations, reinforcing Forbes Five-Star service standards, and ensuring consistency, quality, and professionalism across all spa offerings.
Highly skilled across multiple treatment disciplines, the Treatment Supervisor possesses the technical depth and teaching ability to demonstrate, train, and coach therapists, estheticians, and beauty professionals in diverse techniques, protocols, and service standards.

This role requires proven expertise in developing and leading comprehensive training programs, including onboarding, service choreography, advanced skills refinement, and continuing education. Responsibilities include conducting service observations, internal audits, and hands-on coaching to ensure all services consistently meet brand, operational, and Forbes standards.

The Treatment Supervisor demonstrates strong operational acumen, including working knowledge of spa software and booking systems. They support schedule integrity by balancing appointment flow, provider utilization, treatment timing, and guest experience considerations, collaborating closely with Spa Concierge and leadership to optimize daily schedules and service delivery.
The Treatment Supervisor is entrusted to act as Manager on Duty in the absence of the Spa Manager or Spa Director, supporting real-time decision-making, team coordination, guest recovery, and issue resolution with sound judgment, discretion, and professionalism.

This leader supports accountability and performance management through clear communication, documentation, and follow-through, including participation in corrective and disciplinary processes when necessary. These responsibilities are carried out with empathy, fairness, and emotional intelligence, fostering a supportive yet standards-driven culture.
Grounded, approachable, and respected by peers, the Treatment Supervisor demonstrates calm leadership under pressure, effective delegation, and receptivity to feedback. Success in this role is defined by a genuine commitment to team development, operational excellence, and the sustained elevation of the guest experience in alignment with the values and standards of MERA Elemental Spa.

Job Duties & Functions

Leadership & Supervision
Oversight of treatment operations from both treatment and treatment room standpoints. Ensure all staff adhere to standard operating procedures including:
• Room schematics
• Treatment room cleaning and sanitation
• Intake forms and consultations
• Service protocols and delivery standards
• Guest privacy and confidentiality
• Lead by example with integrity, professionalism, and genuine care.
• Supervise onboarding and orientation of team members, ensuring use of training grids and training service standards.
• Conduct ongoing team training, mentorship, and evaluations.
• Support spa management with documentation and coaching when needed.
Training & Development
• Conduct and coordinate orientations on: Spa facilities and policies, Spa software systems (e.g. scheduling, notes, logging treatments), Treatment standards, protocols, and guest experience guidelines.
• Facilitate regular touchpoint training on service standards and new techniques.
• Collaborate with management on the development of new treatment protocols and signature experiences.
• Train and support staff in product knowledge and retail recommendations.
• Track monthly retail and enhancement sales; provide feedback to team members.
Operations & Communication
• Maintain active communication with management on all facets of service providers’ performance, team dynamics, and guest satisfaction.
• Monitor weekly checklists to ensure team accountability and department efficiency.
• Monitor work areas to ensure compliance with hygiene, safety, and appearance standards.
• Communicate equipment and facility maintenance needs in a timely manner and oversee the completion of repairs.
• Lead, train, and motivate the therapy team to uphold the brand standards of MERA Elemental Spa.
• Ensure staff remain informed on current memos, policy updates, and training materials through daily/weekly/monthly communications.
Inventory & Facilities Oversight
• Assist with product and linen inventory; monitor product usage and implement daily operating systems for portion control.
• Ensure appropriate par levels are maintained and restocking protocols followed.
• Report inventory needs and coordinate with Spa Operations Manager on supply orders.
Guest Experience & Service Delivery
• Maintain the highest standards of guest service, hospitality, and professionalism at all times.
• Respond promptly to guest inquiries, provide spa tours, and promote services and products.
• Ensure all guest interactions reflect brand standards, confidentiality, and five-star excellence.
Treatment Delivery (as needed)
• Provide massage and body treatments in accordance with MERA protocols.
• Educate guests on wellness and at-home care recommendations.
• Maintain proper sanitation, guest privacy, and treatment note documentation.
• Attend required meetings, training, and team events.
Qualifications & Requirements
• High school diploma or GED is required.
• Must hold a massage therapy license from an accredited institution with a minimum of 500 educational hours and successful passing and certification from the NCBTMB or passing the MBLEx is required.
• Must graduate from a school of massage therapy that is recognized by the Council for Professions Allied with Medicine (CPAM) with educational hours consisting of anatomy and physiology, massage theory and technique, pathology, kinesiology, ethics, professionalism, and business practices.
• Must have a massage therapy license in good standing and registered or eligible for full registration in Australia, Canada, Jamaica, New Zealand, South Africa, United Kingdom, or the United States of America.
• Minimum of 4 years’ active experience as a licensed service provider in a luxury spa, hotel, or destination resort with at least one year as a supervisor, lead therapist, and/or trainer is required.
• Uphold the requirements set forth by CPAM on behalf of the service practitioners.
• Ability to read, write, and interpret documents, safety procedures, and treatment manuals.
• Strong communication, interpersonal, and customer service skills.
• Proficiency in basic math and ability to understand written and oral instructions.
• Must have flexible schedule availability to include weekends, holidays, and events when needed.
• Professional demeanor and passion for spa, wellness, and luxury service preferred.
• Advanced knowledge of wellness concepts and holistic techniques in a range of modalities including such as aromatherapy, acupressure, chakra balancing, deep tissue, Swedish, pre/post-natal, and body treatments.
• Must have good physical stamina with the ability to perform multiple services in a row.
• First Aid/CPR certification preferred.
• The ability to demonstrate compassion, leadership, and adaptability to remain calm under pressure, adapt to guest needs, maintain a high standard of service excellence in a high-touch environment.
• Strong understanding of Forbes/ AAA brand standards is required.