Treatment Supervisor (Lead Therapist)

The Treatment Supervisor (Lead Therapist) is a working leader who embodies both technical excellence and team collaboration. This role supports the overall performance and development of the spa therapy team, ensuring consistency in service delivery, maintaining operational standards, and nurturing a supportive, high-integrity environment.

The ideal candidate is grounded, approachable, and demonstrates a thoughtful balance between working closely with management and leading peers with humility and clarity. They are calm under pressure, fast-thinking, and confident in their ability to delegate, mentor, and supervise. Patience, emotional intelligence, and a solution-oriented mindset are essential—this leader takes genuine interest in helping providers navigate challenges and is committed to guiding them toward continued growth and success, while upholding the elevated standards of MERA Elemental Spa.

Leadership & Supervision

1. Oversight of treatment operations from both treatment and treatment room standpoints.

2. 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

3. Lead by example with integrity, professionalism, and genuine care.

4. Supervise onboarding and orientation of team members, ensuring use of training grids and training service standards.

5. Conduct ongoing team training, mentorship, and evaluations.

6. Support spa management with documentation and coaching when needed.

Training & Development

1. 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.

2. Facilitate regular touchpoint training on service standards and new techniques.

3. Collaborate with management on the development of new treatment protocols and signature experiences.

4. Train and support staff in product knowledge and retail recommendations.

5. Track monthly retail and enhancement sales; provide feedback to team members.

Operations & Communication

1. Maintain active communication with management on all facets of service providers’ performance, team dynamics, and guest satisfaction.

2. Monitor weekly checklists to ensure team accountability and department efficiency.

3. Monitor work areas to ensure compliance with hygiene, safety, and appearance standards.

4. Communicate equipment and facility maintenance needs in a timely manner and oversee the completion of repairs.

5. Lead, train, and motivate the therapy team to uphold the brand standards of MERA Elemental Spa.

6. Ensure staff remains informed on current memos, policy updates, and training materials.

Inventory & Facilities Oversight

1. Assist with monthly product and linen inventory; monitor product usage and portion control.

2. Ensure appropriate par levels are maintained and restocking protocols followed.

3. Report inventory needs and coordinate with Spa Operations Manager on supply orders.

Guest Experience & Service Delivery

1. Maintain the highest standards of guest service, hospitality, and professionalism at all times.

2. Respond promptly to guest inquiries, provide spa tours, and promote services and products.

3. Ensure all guest interactions reflect brand standards, confidentiality, and five-star excellence.

1. Provide massage and body treatments in accordance with MERA protocols.

2. Educate guests on wellness and at-home care recommendations.

3. Maintain proper sanitation, guest privacy, and treatment note documentation.

4. Attend required meetings, training, and team events.

1. Must be 18 years of age or older.

2. High school diploma or GED is required.

3. 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.

4. 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.

5. 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.

6. Minimum of 4 years’ active experience as a massage therapist in a luxury spa, hotel, resort, or equivalent with proven experience in leadership and/or trainer is required.

7. Uphold the requirements set forth by CPAM on behalf of the service practitioners.

8. Ability to read, write, and interpret documents, safety procedures, and treatment manuals.

9. Strong communication, interpersonal, and customer service skills.

10. Proficiency in basic math and ability to understand written and oral instructions.

11. Must have flexible schedule availability to include weekends, holidays, and events when needed.

12. Professional demeanor and passion for spa, wellness, and luxury service preferred.

13. 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.

14. Must have good physical stamina with the ability to perform multiple services in a row.

15. First Aid/CPR certification preferred.

16. 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.

17. Strong understanding of Forbes/AAA brand standards is preferred.