Sanctuary Camelback Mountain is an award-winning luxury boutique resort set against the iconic Camelback Mountain in Paradise Valley, Arizona. Our intimate hideaway features beautifully appointed casitas, a world-class spa, elements restaurant, jade bar, and exceptional resort amenities, all designed to deliver an effortlessly elegant guest experience.

At Sanctuary, our people are at the heart of everything we do. Guided by our North Star Vision and Spirit of Service, we believe everyone has a place with us and is valued and understood. The soul of Sanctuary sets the stage for authentic connections and intentional experiences beyond imagination, instilling a sense of spiritual belonging for our guests and one another.

We bring our North Star to life by leading with service, respect, teamwork, integrity, trust, ownership, and a spirit of fun. We are committed to developing our team members, encouraging collaboration, and creating an inspiring hospitality environment where every interaction reflects the genuine care, personalized service, and meaningful connections that define the Sanctuary experience.

JOB SUMMARY

This position contributes to the success of Sanctuary Spa by providing a consistently memorable and relaxing spa experience for our guests and members. Provide massage services to guests using props and/or products. Provide body treatments to guests using body scrubs and wraps. This position also ensures the safety and comfort of guests, members and employees; with a focus on our superior standards which display a sense of pride in the Sanctuary Commitments and Sanctuary Standards of Excellence.

JOB FUNCTIONS

Note: the following duties and responsibilities are not all-inclusive

Guest Relations

• Welcome and acknowledge each and every guest with a verbal greeting, using the guest's name when possible. Upon departure, thank guests and provide a fond farewell, with an invite to come back
• Actively listen and respond positively to guest questions, concerns, and requests.
• Anticipate guests' service needs, acting on them when possible.
• Promote a warm, relaxed feeling for members and guests and employees.
• Interact appropriately with guests, members, and employees in conversation or simply presence.
• Answer questions about general property information and amenities.
• Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way).

Provide Spa Services

• Comply with quality assurance expectations and standards.
• Maintain current licensure in service area.
• Must arrive at least 15 minutes prior to the start of shift to prepare.
• Monitor and stick to time schedule to stay on schedule throughout the day.
• Arrange workstation, treatment room, and/or drapes to ensure guest comfort and safety.
• Offer guests amenities such as water, tea, or heated neck pillows.
• Advise guests and recommend home care regimens.
• Handle inappropriate guest behavior by stopping service and informing manager.
• Determine which products/services will improve or meet guests’ needs.
• Assess guest needs and inquire about contraindications (e.g., allergies, high blood pressure, pregnancy etc.) before beginning service.
• Develop and propose guest treatment plans that specify beneficial products and services.
• Performs all types of massage and body treatments including Reiki, Thai, and body treatments.
• Exfoliates skin to remove dead skin cells.
• Moisturizes skin and applies essential oils, clays, and gels.
• Apply wraps to the body to stimulate, eliminate toxins, and soothe muscles.
• Massages face, scalp, neck, shoulders, legs, feet, arm, hands, and back. (occasionally abdomen)
• Personalize each massage/body treatment to accommodate the individual needs of our guests.
• Follow established protocol to provide consistent, excellent service.
• Be extremely knowledgeable and able to accurately describe/sell services and products offered.
• Provide product prescription sheets for all services/body treatments.
• Perform opening and closing responsibilities noted on massage therapist room checklist.
• Maintain excellent communication between activity in the treatment rooms and receptionists. Provide accurate information to the receptionists regarding type and length of treatment provided to guests. Constantly review bookings for the day checking for booking errors, double bookings, special requests, etc.
• Must successfully complete training in all body treatments once past first 90 days.
• Provide assistance, when necessary, throughout the Sanctuary Spa.
• Perform the full service; guests must be picked up on time and returned on time to ensure all appointments run on schedule.
• Perform any other duties assigned by the Lead Service Provider or Assistant Spa Director.

Maintain Spa Environment

• Set up workstation and/or treatment room with necessary products, equipment, and supplies.
• Clean, maintain, and sterilize tools (e.g. cupping, etc.) and equipment (e.g. hot cabi, etc.).
• Maintain cleanliness, organization and restoking of treatment room and dispose of trash and dirty linens. This includes workstation, the storage area, and other areas within guest view. Assist in helping with cleanliness throughout The Sanctuary Spa.
• Secure supplies and equipment at the end of each shift.

JOB REQUIREMENTS

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he/she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

• Must have certification in a least one (1) of the specialties offered at the Sanctuary Spa: Stone Massage, Lymphatic Drainage, Shiatsu, Reflexology, Reiki Level II or III, Table Thai Massage, and/or Motherhood/Pre Natal Massage.
• Must be able to show initiative in job performance, including anticipating what needs to be done before it becomes a necessity.
• Must routinely meet deadlines and be detailed oriented.
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by guests and co-workers.
• Ability to maintain a pleasant disposition and work smoothly in high stress work environment.
• Take the initiative to make contributions to the department and resort while maintaining positive working relationships flexibility with co-workers.
• Maintain good safety habits and report unsafe or hazardous conditions to your manager.
• Promote excellent guest and member relations while living the Sanctuary Mission, Vision and Values.
• Practice teamwork and effective communication with manager/supervisor/co-workers.
• At all times maintain the highest standards of professionalism, ethics, and a positive attitude towards all resort guests and fellow co-workers.
• Attend all meetings and training as scheduled by department manager.
• Always report to your manager when leaving your work area for meal or break.
• Accurately and regularly record work time via resort time clock.

Physical Demands

• Flexible and long hours are sometimes required.
• Medium work – Exerting up to 50 pounds of force occasionally, and/or 25 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to sit and/or stand continuously to perform essential job functions.
• Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination.
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping.
• Hearing and visual ability to observe and detect signs of guests’ needs.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Protect company tools, equipment, and assets in accordance with company policies/procedures.
• Report any work-related accidents, or other injuries immediately, upon occurrence, to manager on duty.
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Follow policies and procedures for safe operation and storage of tools, equipment and machines.
• Follow Hazardous Material Management Program procedures for handling and disposing of chemicals, etc., including using Safety Data Sheets.

Essential Competencies

• Delivers warm, professional, and proactive guest service
• Builds positive relationships in a team-oriented and diverse environment
• Communicates clearly with strong listening skills and professionalism
• Demonstrates English proficiency and the ability to explain services effectively
• Maintains strong organization, time management, and attention to detail
• Upholds a positive attitude, reliability, integrity, and flexibility
• Remains calm and solution-focused in a fast-paced, high-pressure environment
• Possesses knowledge of spa services, products, and proper sanitation practices