Head Therapist in London

The Head Therapist is responsible for supervising the efficiency of all Spa Therapists who work either full time or on a casual basis for Fulham Pier spa. They deliver a full range of spa treatments to all guests and members to the required standard, address training needs, retail matters and operational aspects of the Spa Therapists. The Head Therapist champions all spa treatments, including pop‑ups, and supports the creation and implementation of all spa training and specialist treatments. They are the first therapist booked for journalists and VIP guests.

As the Head Therapist you will be a master practitioner and an inspirational leader. You will champion our treatment protocols, oversee the operation of the therapist team and ensure the spa consistently delivers an exceptional experience while mentoring a high‑performing team of therapists. You will be the lead therapist for VIPs and press.

• Excellence in Therapy & Guest Experience
  • Deliver a comprehensive range of premium spa treatments to Spa members, hotel residents and Lighthouse social members, maintaining the highest brand standards.
  • Act as the lead therapist for VIPs, journalists and influencers, representing the Spa’s signature techniques and ethos.
  • Ensure thorough consultations are conducted for every guest, tailoring treatments to specific needs.
  • Maintain a high‑profile presence in the spa; when not in treatments, assist the front‑of‑house team with guest check‑ins, facility tours and break cover.
  • Foster a loyal client base by providing exceptional, personalised service that encourages repeat bookings and membership retention.
• Leadership & Team Development
  • Motivate and lead the therapist team to create a culture of excellence and professional pride.
  • Identify departmental training needs, including product knowledge and reception standards, and coordinate sessions with the Spa Manager.
  • Conduct trade testing for all potential new hires and agency staff to ensure they meet the spa’s skill requirements.
  • Lead regular therapist meetings to share feedback and operational updates, ensuring the Spa Manager is kept fully informed of team dynamics.
  • Act as a role model and enforce impeccable grooming and uniform standards across the therapist team.
• Operational & Commercial Management
  • Oversee the monthly counting and ordering of all professional and retail stock, ensuring lean inventory management and minimal wastage.
  • Drive departmental profitability by setting retail incentives, achieving upselling targets and promoting spa memberships.
  • Manage the therapist rota in alignment with the Spa Manager, ensuring all shifts and treatment room allocations are optimised.
  • Monitor the efficient use of professional products and utilities, ensuring all staff adhere to Treatment Room SOPs and wastage controls.
  • Maintain a 5‑star environment by overseeing the cleanliness of the treatment rooms and waiting areas, reporting any maintenance issues or lost property immediately.
• Compliance & Professionalism
  • Always maintain absolute guest privacy and data protection.
  • Ensure full compliance with Health, Hygiene and Safety regulations, including Fire and Emergency procedures.
  • Handle guest complaints with tact and efficiency, escalating to Senior Management only when necessary.
• Safeguarding
  • Fulham Pier acknowledges that everyone has a responsibility for the well‑being and safety of children, young people and adults at risk who are visiting Fulham Pier. As part of our commitment to providing a safe environment, we operate a Safer Recruitment Policy that all candidates must comply with. All staff who work with or interact with children or adults at risk must comply with our Safeguarding Children and Safeguarding Adults Policies.
• Equality, Diversity & Inclusion
  • We are committed to supporting an environment where all staff have a personal responsibility to uphold Fulham Pier’s Equal Opportunities Policy by treating all employees, prospective employees, casual workers, prospective casual workers, and customers fairly and impartially.
• Health & Safety
  • All staff must adhere to Fulham Pier’s Health and Safety policy and comply with all role‑specific health and safety requirements. All staff have the responsibility to report any breach or potential breach in health & safety to a health and safety team member or senior manager.

To excel in this role, you will bring a proven track record of leadership, inspiring teams to achieve their best. Your experience managing a team in a busy operational environment will be highly valued as you lead our dedicated guest experience team.

Level 3 and above NVQ

In this dynamic role, attention to detail will be crucial, especially during fast‑paced and complex work situations such as multiple on‑sales of events. Your proactive approach will be highly appreciated as you anticipate and forecast challenges that may impact service delivery, ensuring seamless experiences for our guests. Flexibility and adaptability are traits that will serve you well, as you’ll be required to work evenings, weekends and holidays.