Wellness Concierge & Therapist

JOB SUMMARY

Reporting to the Director of Wellness, the Wellness Concierge & Therapist plays a key role in delivering exceptional wellness experiences and personalized guest care at Raffles Sentosa Singapore.

This dual-role position combines reception, concierge, administrative, and therapist responsibilities within the Spa & Wellness Department. The Wellness Concierge & Therapist serves as the first point of contact for guests while also delivering professional body massage and facial treatments. The role is responsible for creating memorable wellness journeys, ensuring seamless guest experiences, maximizing guest satisfaction, and upholding the legendary standards of Raffles hospitality and wellness excellence.

WHAT YOU WILL BE DOING

Reception & Concierge Services

• Welcome guests and members warmly, professionally, and graciously, creating a memorable first impression reflective of the Raffles brand.

• Manage daily reception operations including guest check-ins, appointment scheduling, reservations, confirmations, and enquiries.

• Provide professional wellness concierge services and personalized recommendations tailored to individual guest needs and wellness goals.

• Conduct wellness facility orientations and introduce guests to available spa, fitness, wellness programmes, and resort experiences.

• Coordinate appointments and services across wellness facilities to ensure a seamless guest journey.

• Handle guest requests, special arrangements, and service recovery efficiently and professionally.

• Maintain accurate guest profiles, treatment histories, preferences, and wellness records.

• Process billing, payments, daily cashiering activities, and financial transactions accurately.

• Manage incoming calls, emails, and digital communications professionally and promptly.

• Promote wellness treatments, retail products, memberships, wellness programmes, and special promotions where appropriate.

Wellness Therapy Services

• Deliver professional body massage and facial treatments in accordance with established treatment protocols, wellness standards, and Raffles service expectations.

• Perform treatments including but not limited to:

  • Swedish Massage

  • Relaxation Massage

  • Aromatherapy Massage

  • Deep Tissue Massage

  • Signature Wellness Rituals

  • Facial Treatments

  • Body Scrubs and Wraps

  • Other wellness treatments as assigned

• Conduct comprehensive pre-treatment consultations to understand guests' wellness objectives, preferences, and health considerations.

• Recommend suitable treatments, treatment enhancements, wellness programmes, and home-care products based on individual guest needs.

• Ensure treatment rooms are properly prepared, presented, sanitized, and stocked before and after each treatment.

• Monitor guest comfort, safety, and satisfaction throughout treatments and respond promptly to guest needs.

• Educate guests on treatment benefits, wellness practices, self-care recommendations, and post-treatment advice.

• Maintain treatment records and therapist notes in accordance with departmental guidelines.

• Ensure compliance with all hygiene, sanitation, health, safety, and operating standards.

Guest Experience & Care

• Deliver outstanding hospitality and personalized service to all guests at every touchpoint.

• Create memorable and transformative wellness experiences that exceed guest expectations.

• Anticipate guest needs and personalize recommendations based on individual preferences, wellness goals, and previous visit history.

• Build strong guest relationships and encourage repeat visitation through exceptional service delivery.

• Address guest requests, concerns, complaints, and feedback professionally and efficiently.

• Support guest recovery initiatives and service excellence programmes when required.

• Maintain confidentiality and professionalism in all guest interactions.

Operational Support

• Support the daily operation of the Spa, Wellness Centre, Salon, and Fitness Centre, ensuring smooth functionality and guest satisfaction.

• Assist in maintaining appropriate inventory levels for treatment products, retail merchandise, linens, amenities, and operational supplies.

• Ensure treatment rooms, reception areas, and wellness facilities are maintained to the highest presentation and cleanliness standards.

• Support operational requirements to achieve guest satisfaction, productivity, and revenue goals.

• Assist in stock monitoring, retail inventory counts, and replenishment requests.

• Ensure all equipment is handled and maintained according to operating procedures.

Wellness Expertise

• Stay informed on emerging wellness trends, spa treatments, holistic therapies, fitness concepts, and wellness innovations.

• Maintain current knowledge of all wellness treatments, products, facilities, programmes, and services offered by the resort.

• Proactively recommend wellness experiences that enhance guests' overall wellbeing.

• Support the planning, promotion, and coordination of wellness programmes, retreats, workshops, and special events.

• Participate in ongoing learning and professional development programmes to maintain and enhance technical competencies.

Retail & Revenue Generation

• Actively promote and recommend retail products, treatment enhancements, wellness programmes, and memberships.

• Identify opportunities to enhance the guest experience through personalized wellness recommendations.

• Support departmental revenue objectives through ethical upselling and cross-selling practices.

• Maintain thorough knowledge of retail products and wellness offerings to provide accurate recommendations to guests.

Team Collaboration

• Collaborate closely with the Director of Wellness and fellow team members to deliver exceptional guest experiences.

• Foster a positive, professional, and collaborative working environment.

• Participate actively in departmental meetings, briefings, and training sessions.

• Share feedback, guest insights, and ideas for continuous improvement.

• Provide operational support across reception, concierge, and therapist functions based on business needs.

• Observe and comply with all hotel policies, operating procedures, brand standards, and Leading Quality Assurance (LQA) standards.

Health, Safety & Sustainability

• Follow all workplace health, safety, hygiene, security, and emergency procedures.

• Report accidents, injuries, incidents, hazards, and unsafe conditions immediately to the reporting manager.

• Maintain a safe working environment for guests, colleagues, and visitors.

• Participate actively in all Corporate Social Responsibility (CSR), Environmental Sustainability, and Wellness initiatives organized by the Hotel.

• Comply with all company policies, standards, and legal requirements.

• Perform any other duties and responsibilities that may be assigned by Management.

YOUR EXPERIENCE AND SKILLS INCLUDE

Qualifications & Experience

• Minimum 2 years of relevant experience, preferably within a luxury hotel, resort spa, wellness retreat, or internationally recognized spa brand.

• Possess a recognized certification in Massage Therapy, Spa Therapy, Beauty Therapy, Wellness Therapy, or an equivalent professional qualification.

• Ability to perform both body massage and facial treatments confidently and professionally.

• Previous luxury hospitality experience will be highly advantageous.

• Flexible with working days and hours including weekends and public holidays.

Skills & Competencies

• Strong passion for wellness, hospitality, and guest care.

• Excellent interpersonal and communication skills with a guest-centric approach.

• Strong organizational, administrative, and problem-solving abilities.

• Ability to multitask effectively in a dynamic luxury hospitality environment.

• Strong sales, retail, and recommendation skills with the ability to confidently promote treatments, products, and memberships.

• Familiarity with wellness practices such as yoga therapy, personal training, nutrition, coaching, mindfulness, or holistic therapies is an added advantage.

• Proficient in handling reservations, guest records, and wellness management systems.

• Able to work independently and as part of a diverse team.

Personal Attributes

• Warm, gracious, and service-oriented personality.

• Professional grooming and presentation consistent with Raffles luxury standards.

• Passionate about creating memorable guest experiences.

• High level of integrity, discretion, and professionalism.

• Flexible with working days and hours, including weekends and public holidays.