Therapist Supervisor
(20458)
At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn.
Cradled on the cusp of the Baja Peninsula, One&Only Palmilla is a legendary retreat where the marvels of Mexico come to life in ultimate style. The warm Mexican charm is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.
The Therapist Supervisor plays a key leadership role in ensuring the delivery of exceptional wellness experiences that reflect the highest standards of One&Only Palmilla, ESPA, Forbes Travel Guide, and Leading Quality Assurance (LQA). This position is responsible for supervising the daily operations of the treatment areas, maintaining service excellence, supporting therapist development, and ensuring operational consistency across all wellness services.
The Therapist Supervisor serves as a role model for the therapy team, fostering a culture of professionalism, guest-centricity, and continuous improvement. Through coaching, training, quality assurance, and performance monitoring, the role contributes directly to guest satisfaction, treatment revenue, retail performance, and the overall success of the Spa operation.
You are a passionate wellness professional with strong leadership skills and a genuine commitment to creating exceptional guest experiences. You lead by example, inspiring others through your professionalism, attention to detail, and dedication to excellence.
You have a deep understanding of spa therapies, luxury hospitality standards, and guest care principles. You are highly organized, able to balance operational responsibilities with people development, and confident in providing coaching and feedback to ensure consistency among the therapy team.
You thrive in a fast-paced luxury environment and are motivated by achieving service excellence, exceeding guest expectations, and supporting the professional growth of your team while embodying the One&Only philosophy of We Create Joy.
Operational Leadership & Spa Excellence
Supervise the daily operation of treatment areas, ensuring seamless service delivery and compliance with One&Only Palmilla, ESPA, Forbes Travel Guide, and LQA standards.
Conduct regular inspections of treatment rooms, preparation areas, equipment, and facilities to ensure cleanliness, organization, and operational readiness.
Monitor inventory levels, linen management, treatment products, and consumables to ensure uninterrupted operations.
Team Leadership & Development
Lead, motivate, and coach the therapist team to achieve high levels of performance, engagement, and service excellence.
Conduct onboarding, inductions, and ongoing training programs for all therapists in accordance with ESPA, Forbes, LQA, and hotel brand standards.
Guest Experience & Service Quality
Revenue Generation & Retail Performance
Monitor therapist productivity, retail conversion, and treatment utilization, implementing action plans when necessary.
Quality Assurance & Brand Compliance
Health, Safety & Risk Management
Ensure compliance with all health, safety, hygiene, sanitation, and emergency procedures.
Monitor proper use, handling, storage, and control of spa products, equipment, and chemicals.
Administrative Responsibilities
Maintain accurate records related to training, performance, attendance, guest feedback, and operational audits.
Assist in preparing reports related to therapist productivity, retail sales, revenue performance, and guest satisfaction metrics.
Skills, Experience & Educational Requirements
Diploma, Certification, or Degree in Massage Therapy, Holistic Therapies, Esthetics, Physiotherapy, Wellness, or a related field.
Experience & Knowledge & Skills
Minimum 3 years of Spa Therapist experience in a luxury hotel, resort, wellness retreat, or high-end spa environment.
Experience working with internationally recognized spa brands such as ESPA, Natura Bissé, Biologique Recherche, or similar luxury wellness brands is advantageous.
Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.
