This module is designed to introduce and assist you in gaining the necessary skills to work as a therapist within the Rejuvenators team.
Also to ensure that as a Rejuvenators Independent Contractor you are able to maintain the high standard of service that is part of the Rejuvenator’s experience.
All of the training videos for the Stressbuster massage can be found here.
You should watch all of the videos prior to commencing as an Independent Contractor of Rejuvenators
Due to the contract nature of the position, all therapists are made aware during the initial phone interview stage that this is a position whereby ‘you get out, what you put in’.
Rejuvenators recommend that you make yourself available during the peak (busy) times so that guests staying at our partnered hotels and resorts receive fast and efficient service. This in turn creates the best opportunity for you to receive consistent work
You are in complete control of your availability and as per your training on the company app you also have the choice to Accept or Reject any job offer.
The greater your availability the more potential job offers you will receive.
A word of caution – we will monitor how many jobs your Accept or Reject and should the number of Rejections be higher than 20% we will ask that you revise your availability.
Independent Contractors may occasionally be running late to appointments and Rejuvenators understands this is all customary of the position. Similarly, guests may also be running slightly late to bookings due to circumstances beyond their control. It is imperative that at all times the clients are kept
informed regarding lateness.
Procedure – Independent Contractors running late
Independent Contractors may find themselves running late to appointments due to:
– Heavy traffic
– Roadworks
– Road closures
– Getting lost
Therapists must ensure that if they are running late to an appointment, even if only by 5 minutes, that they keep the guest directly advised of the situation via our app. This is common courtesy and ensures our customer care is not neglected.
It is a strict company policy that Independent Contractors do not alter the duration of the massage because of their own lateness.
The massage must run the full duration, even if another booking has been
taken directly afterwards. In such a case, again use the app to advise the next client as early as possible.
It is important to note that continual lateness is a breach of contract and will not be tolerated.
POLICY
Guest Running Late Procedure
At times, guests may also be running late.
Should an Independent Contractor arrive to a booking and the guest be in their room however be occupied on the phone, television etc, the Independent Contractor is to advise them in a polite manner that the full duration
of the massage has already commenced and that any additional time taken by them will be deducted from their massage time.
Should the guest not be in their room the Independent Contractor must contact reception immediately to advise them of the situation. We advise you to wait for 15 minutes. Whilst you are waiting try your best to contact the guest via the app using SMS and phone call.
Should the guest arrive during these 15 minutes the Independent Contractor can proceed to the guest’s room.
At this point it is at the Independent Contractor’s discretion as to whether or not they want to provide the full duration of the service, or cut the service short by the time the guest has been late. The Independent Contractor should take into consideration their reasons for the guest being late and also how
apologetic the guest was. When considering whether or not to provide the full duration of the service the Independent Contractor also needs to be mindful of any bookings that may have been booked following on from the session.
The general procedure for guests who have not arrived after 15 minutes of waiting is for the booking to be cancelled and advise them of this via the app
Our system is setup with unique work zones for each independent contractor. This zone will be setup based on your guidance about the area/distance that you want to travel to complete a job offer.
We would encourage you to set this zone 5 to 10 km greater than what you might consider reasonable. The rationale here is that you may pick up a second job on a day where one job is just 5 or 10kms from another.
For example your preference is to only travel 20km from home but you are on a job that is 20km from home and another job comes in that is 5 or 10km from where you are at that moment. You still have the choice to Accept or Reject but again it creates some greater job offer possibilities.
Rejuvenators understands that from time to time you require time away from the position as you may be going away on holidays or you may simply have a lot of other commitments occurring during a particular period.
All that we ask is that you remember to update your calendar availability within the booking platform and send us an email at [email protected] advising of your planned absence.
Rejuvenators operate with the majority of Australia’s leading hotel and resorts and as such we rightly demand a high degree of professionalism from each member of our independent contractors
Smoking
Whilst on call therapists who smoke are asked not to consume a cigarette immediately prior to commencing a treatment. Due to the nature of work, all Rejuvenators therapists work within extremely close proximity to clients and as such smokers are reminded to deodorise after each cigarette which they may or may not consume whilst on call.
Rejuvenators also strongly suggests to any therapist that does smoke that they carry breath mints with them and consume them after each cigarette.
No cigarette may be consumed whilst on hotel property (including outside) as this does not reflect the sense of total well being which we are trying to create to our clients.
The majority of all hotels do not permit smoking in any of their rooms. There are, however, the occasional hotels whereby they have dedicated smoking rooms. Our policy remains the same in these rooms also.
Alcohol & Drug Consumption
It is a strict policy of Rejuvenators Mobile Massage that at no time whilst available for job offers that you consume any alcohol or illegal substances, including drugs. A breach of this policy will result in an immediate termination of contract.
Guests are advised and sign an acknowledgement that no drugs or alcohol be consumed prior to a massage .
If you suspect a client has consumed high levels of alcohol or had any contact with illegal drugs you are within your rights to terminate the session for your own safety and that of the client.
You may also contact the Rejuvenators call centre and discuss the situation further if you need support.
All Independent Contractors must have a working mobile phone with a voice mail service. At all times whilst on call the therapist must have their phone with them to ensure that all job offers are able to be received and then Accepted or Rejected.
The following procedures should also be adopted at all times when available for job offers;
When NOT on a job
• The phone must be turned on and not on silent
• The phone must be charged with ample battery life for the duration of calendar availability
• Whilst showing yourself as Available the phone must remain switched on, kept with you and not on silent mode (unless in a booking)
• Bookings sent to you must be Accepted or Rejected with 30 minutes of receiving it, otherwise it will be offered to all other available Independent Contractors
• If the mobile phone is not on contract and is pre-pay, you should always have
sufficient credit to be able to Accept or Reject job offers
When ON a job
• As soon as you enter a clients room, your mobile phone is to be either turned off or placed on silent and not answered until you leave the room
• SMS messages are not to be responded to (even if it is a job offer) until you have left the room
• You should never answer a call when in a booking.
All initial job offers will have a built in time buffer of 90 minutes prior to allow you time to Accept and travel to the job if you have Accepted it.
Each job will also have a 30 minute buffer after the treatment to allow time to travel to another job should a job offer come through that you have Accepted. In this way we aim to maximise your time but also that we don’t create unrealistic timeframes and stress on your diary.
Rejuvenators Mobile Massage has contracts with the majority of Australia’s leading four and five star hotel and resorts. As such hotel management and guests have extremely high expectations. Our image is portrayed by you each time you enter one of our partnered hotels and staff at the hotel, concierge and guests certainly take note of this image. This image reflects our excellent reputation within the industry.
PROCEDURES
You must present a professional image at all times. This position involves light lifting and a great deal of ‘hands on’ work. You are to ensure that you;
• Deodorise between each booking (keep a can or roll-on in the car)
• Check your breath regularly (keep breath mints in the car)
• Are mindful not to use overpowering perfume or after-shave
Hair
Hair must be neat and tidy at all times. Below are some guidelines for you;
• Hair must be tied back prior to massaging clients
• Always promote a professional image with hair colour and avoid extensive re-growth or dying hair loud, bright colours
• If using hair accessories, always choose ones that compliment our uniform and the Company’s professional image
Jewellery
Jewellery must be kept to a minimum at all times. Whilst on a job with Rejuvenators you should not;
• Wear rings, bracelets or large dangling pendants or earrings as they interfere with the massage and any loss will be your own responsibility
• Wear nose rings or any type of facial piercings
Make Up
Makeup is not compulsory and should therapists choose to wear any it should be understated, natural looking and kept fresh throughout their entire rostered shift.
Hands
The hands of a therapist are their ‘tools of the trade’ and so must be looked after at all times.
You should consider:
• Using gloves for washing dishes and whilst in the garden
• Being conscious of any serious cuts or wounds as you can not work with these injuries
• Using moisturiser on arms, elbows and hands
Nails
It is imperative that your nails are always at a workable length and do not interfere with the massage.
The guidelines for nails are as follows;
• Nails should be kept at a reasonable length to prevent any scratching
• Nails should always be clean and manicured
• Therapists should only use neutral or clear nail polish and no bright colours
• Therapists should always remove chipped nail polish prior to attending bookings
Posture
When entering hotels, you should ensure you have a strong posture. Hotel staff pay specific attention to each therapist who attends their hotel and have been instructed to report any unfriendly or unprofessional behaviour directly to us. It is imperative that you always greet staff when entering the hotel. Similarly you always need a smile on your face and a nice, warm and friendly manner.
We recommend that you wear a black top, in a fabric that is comfortable, not so loose that it drapes over the client and that it is a breathable fabric to reduce prespiration and the development of body odour.
After three months with the business we will provide you with a named badge with our logo to help identify you to hotel staff
Whilst an independent contractor for Rejuvenators Mobile Massage you must be covered under a Public Liability insurance policy for a sum of no less than $10 million ($10 000 000) at all times.
This is not only a requirement of Rejuvenators, it is also a condition of our contract with our hotels that at all times our therapists hold a policy of the above amount.
Requirements
Prior to registering your Availability you must be able to show that you hold Public Liability insurance for a sum of no less than $10 000 000. There are a number of insurers who offer this insurance including and not limited to Vero, Oamps and AON.
You must provide a ‘Certificate of Currency’ to Rejuvenators prior to commencement and it is your responsibility to ensure that it is always in date and active.
You must hold current senior first aid qualifications at all times whilst contracted to Rejuvenators Mobile Massage. Not only is this a condition of the contract you enter into when joining Rejuvenators, it is also a condition of all hotels that you must hold these qualifications.
There are many senior first aid course providers in all states. Typically these courses cover:
Legal issues in first aid
Patient assessment
Managing bleeding
Burns and Scalds
Cardio pulmonary resuscitation (CPR)
Spinal injuries
Medical conditions
Poisoning
Heat and cold emergencies
Hygiene in first aid
The chain of survival
Treating shock
Facial injuries
Head injuries
Fractures
Soft tissue injuries
Stroke
Procedure
Upon joining Rejuvenators you must provide a copy of your Senior First Aid qualifications. This certificate must state the expiration date (typically three years).
You are reminded that CPR qualifications need to be renewed each and every year.
It is your responsibility to ensure that your Senior First Aid qualifications are kept current and that you book in to attend refresher courses prior to your qualifications expiring.
Note:
If you do not provide a copy of your renewed qualifications to prior to your existing qualifications expiring you will not be offered a job until a copy of these qualifications has been sighted.
Lifting and carrying of equipment is common place of any mobile massage position.
Whilst it is your own responsibility to take care when lifting or carrying equipment Rejuvenators provide you with a number of suggestions to help minimise some of the risks.
When you are lifting equipment, especially in and out of a vehicle, you are to remember:
• To keep your back as straight as possible
• To ensure your legs are bent
• To ensure the table is as close to your body as possible
When you have arrived at the room and it is time for you to erect the table, the following procedure needs to be followed to minimise injury;
> Stand massage table on its side and unfold
> Pull out all legs and click them into place
> Move around the table and place your foot over the massage table leg closest to the floor.
> Lean forward and grab the handle of the table and pull the table up.
The massage table should now stand upright with the minimum of effort. To take the table down use the same procedure but in reverse.
We also would refer you to the Safe Work Australia website to familiarise yourself with some additional guidance.
https://www.safeworkaustralia.gov.au/safety-topic/hazards/lifting-pushing-and-pulling-manual-tasks
Cancellation Policy for Independent Contractors – Mobile Massage Appointments
At Rejuvenators, we are dedicated to providing exceptional service to our clients. We recognise that situations may arise where changes to scheduled appointments are necessary. This cancellation policy applies specifically to Independent Contractors providing mobile massage services through our booking platform. Please review the policy below regarding cancellations or no-shows.
1. Cancellations or No-Shows by Independent Contractors :
If an Independent Contractor cancels or fails to show up for a scheduled mobile massage appointment within 1 hour of the scheduled time, the following actions will be taken:
We strive to avoid any disruptions to our clients and ensure that every experience with us is positive and professional.
Cancellations or No-Shows by Clients:
To maintain an organised schedule, clients are required to notify the clinic or therapist of any cancellations or rescheduling requests at least 3 hours in advance. Cancellations made less than 3 hours before the scheduled appointment, or clients who do not show up for the appointment, will incur the following fees:
The procedure when attending hotel bookings is very similar each and every time. As an Independent Contractor you are reminded that you must always be punctual to bookings. Prior to arriving at a hotel you should check the Hotel location and the applicable parking procedure.
Arrival at Hotel
> On arrival to a hotel you must follow the parking procedures.
> Once parked report to the reception desk and notify them of your visit.
> You are also required to notify reception as to how long you plan to be at the hotel for.
> The majority of hotels also have a sign in register which all outside visitors must sign in and out of when visiting guests. You must remember to sign both in and out when attending bookings should this register be a policy of the hotel. Occasionally the hotel may ask you to leave your keys with the hotel until you complete the treatment.
> Once you have notified reception of your arrival and the guest has been notified by a hotel staff member you are then able to proceed to the guest’s room.
> At all times the therapist should carry his or her own belongings (table, oils, products) from their vehicle, through the hotel and to the guest’s room and back.
As one of our Independent Contractors you are required at each booking to have the client complete a health questionnaire. This questionnaire allows you to pin point any contra-indicators, as well as helping tailor the massage to each individual client’s needs.
PROCEDURE
The health questionnaire is an extremely important document and each client who receives a massage must complete this document. The form can be found in your app after you have arrived with your client.
Occasionally you may visit a client who does not wish to complete all or any of the document. It is company policy that the client MUST complete, at the very minimum:
> Medical Information (if they do not want to write this, the therapist must verbally confirm)
> Their signature must appear at the bottom of the document
> They must date the document
This document contains a very important insurance claims waiver that is aimed at protecting both Rejuvenators and its Independent Contractors against any possible injury claim. It is essential that the above are completed, without fail. This ensures that both parties (Rejuvenators and its Independent Contractors) are always covered for any unforeseen and unfortunate circumstances that may arise
During all services performed by Rejuvenators and its Independent Contractors, the guests must always be covered with towels. You are generally able to use towels that are located within guests’ rooms, however Independent Contractors are still required to always carry a supply of their own towels with them to all bookings.
PROCEDURE
> Independent Contractors are required to carry a supply of towels with them to each booking.
Rejuvenators do not require independent contractors to have a specific colour or brand of towel, however at all times towels must be;
> Clean and washed regularly
> In good condition
Fortunately with hotel bookings guests have a supply of clean towels in their bathroom and you may be able to use these (so long as they are folded back up and returned to the bathroom on completion of the service).
Note:
This is not always the case with hotel rooms. Occasionally the guests towels may be wet or dirty. If this is the case you are required to use your own supply of towels. Under no circumstance may you ask a hotel staff member for towels.
Rejuvenators offer clients the option of receiving our services in the comfort of their home in all regions serviced.
Residential bookings are available to all clients within the regions serviced by the company. Rejuvenators does not service all suburbs and locations within these areas. Serviceability depends on distance from the CBD and the availability of Independent Contractors.
The vast majority of residential bookings are repeat business. Generally the client will have used our services in one of the hotels around the country and their attending therapist has mentioned they may be able to have similar services in their home.
PROCEDURE
> The procedure for Independent Contractors attending residential bookings is typically the same as that of entering hotel rooms.
> When parking, you are reminded not to park across or in driveways unless advised to do so by the client.
> When entering a home, you must always ask the client if they allow shoes to be worn indoors and if not, you must take your shoes off.
> You must also always use your own towels at residential bookings and always have a sheet at your disposable.
> Independent Contractors are also asked to take notice of their surrounds. If for example the massage was to take place on polished floorboards, you need to be mindful of this and are required to ask the client if they would like a sheet placed down on the floor to protect it.
> Oils and creams should also always be placed on a face washer or towel to ensure no spillage on any surface.
Corporate services are offered by Rejuvenators. These services generally take the form of brief 10 to 15 minute seated and clothed, neck, back and shoulder massages being performed on clients.
This service is quite often used by businesses wishing to reward their staff or at corporate functions as a way of generating business for a particular company. Occasionally therapists may also be lucky enough to massage backstage at concerts and at various other entertainment events.
PROCEDURE
Corporate and conference bookings are all individually priced by management according to parking, distance, duration and previous booking history with Rejuvenators.
Unless otherwise specified, all corporate and conference bookings are invoiced directly by Rejuvenators. The rate at which the Independent Contractor is paid for each corporate booking may vary depending on the above factors.
Independent Contractors are always contacted prior to being assigned to a corporate booking and are advised of the particulars of the booking, including the rate at which they would be paid should they choose to accept the booking.
Generally corporate bookings generate a lower hourly rate than that of general hotel and residential bookings.
Independent Contractors who accept these bookings are required to arrive 10-15 minutes early in order to setup their equipment.
The Independent Contractor should also promote Rejuvenators residential visits and encourage the persons having the massage to recommend we
return to provide massage for their workplace, team event or function.
Rejuvenators provide a strictly therapeutic and non sexual service. All marketing material, our room cards and our website clearly state this. Additionally the client must sign an acknowledgment that they accept this is strictly a professional non-sexual service. This helps to ensure the safety of our therapists.
PROCEDURE
Due to the nature of the mobile service that Rejuvenators provides to all clients, it is standard procedure for Independent Contractors to be in a room (whether it be at a hotel or residential address) alone with the client. Typically this is a very rewarding experience for both independent contractor and client. Each independent contractor must understand the physiological aspects of therapeutic massage and understand that the same massage techniques that alleviate stress and promote relaxation also stimulate the entire sensory system, which in a small number of cases may lead to a client becoming sexually aroused.
The entire sexual arousal response is part of the relaxation response of the parasympathetic and sympathetic autonomic nervous system. In other words; the more the client relaxes, the greater the increase of predisposing physiological factors that lead to sexual arousal. This sexual response is more often than not short lived and in the majority of cases the massage will progress as per normal.
In a very small handful of cases this type of sexual arousal can lead clients to act in a suggestive manner towards a therapist. It is the responsibility of all Independent Contractors to act in a professional manner at all times should this situation arise with a client.
The Independent Contractors needs to assess the situation and differentiate between the natural physiological responses of the body and clients who are clearly acting inappropriately. Once the Independent Contractor has assessed the situation and decided if the client’s sexual arousal and or behaviour is due to either of the below, the Independent Contractor then needs to take the appropriate action/s.
• The natural physiological responses of the body (non threatening behaviour) OR
• Inappropriate and provocative (threatening behaviour)
POLICY
Defusing Sexual Arousal
If the Independent Contractor believes that the client is conducting themselves appropriately and that their sexual arousal is most probably a result of the body’s natural physiological response, the below techniques of changing the flow of the massage need to be adopted by the Independent Contractor to try to diffuse the arousal;
• The Independent Contractor needs to adjust the design of the session by performing passive movements;
> Stretch
> Compression Moves
> Deeper Techniques
• The Independent Contractor should stop working with their hands, they should use their elbows and forearms and hit trigger points etcetera
• Turn the client over or change the position of the client
Note: At no time should the Independent Contractor make the client feel any more uncomfortable/embarrassed than what they are probably already feeling.
In some cases it may be useful for the Independent Contractor to explain to the client what they are feeling in a professional manner, ensuring that clinical terminology is used. Fortunately by the Independent Contractor adopting the above procedure, nine times out of ten the sexual arousal will cease and the massage can then continue as per the standard routine. The Independent Contractor does need to monitor the situation during the duration of the treatment and repeat the above techniques should the situation present again.
Note: If at any stage the client’s behaviour / response oversteps the mark from being a natural, non threatening response to an inappropriate and provocative response the Independent Contractor needs to adopt the inappropriate behaviour procedure as listed below.
Inappropriate Behaviour & Sexual Advances
Very rarely will any Rejuvenators Independent Contractor be required to action the below procedures, however it is important that each Independent Contractor is aware of what the procedures are and how to action them.
It is vital that at all times the Independent Contractor conducts themselves in a professional manner. Whenever entering a client’s room (whether it be at a hotel or a residential address), the Independent Contractor must be confident and take over the room with their presence to show to the client that they are in control.
Inappropriate behaviour can take many forms.
Typically this behaviour may be;
• Verbal pressure – ie the client asking for ‘extras’
• The client brushing the leg of the independent contractor with their hand
• The client trying to remove their towel so that it falls to the floor
• The client insisting that the Independent Contractor massages them without towel coverage. This is not permitted under any circumstance (see Towel Procedures).
• Clients touching themselves inappropriately under their own body (facing down) or under the towel (facing up).
POLICY
Inappropriate Behaviour & Sexual Advances
Independent Contractors who receive inappropriate advances from clients are to follow the below procedure;
I. Independent Contractors are to step away from the table, remove their hands from the client and ex plain to the client straight away that they are a professional massage independent contractor working for a professional company and that the service performed is that of a strictly non sexual nature and that no inappropriate behaviour will be tolerated. For example say, ‘No. I am a professional independent contractor and will not tolerate that behaviour. This is strictly a non-sexual massage.’ Independent Contractor who feel that their safety is greatly jeopardised by staying in the room are able to warn the client once and terminate the massage immediately. If for some reason you cannot leave the room but are able to contact the call centre, advise them that you are calling with the HQTI number and the operator will recognise this as a distress signal.
II. If the behaviour continues the independent contractor is required to firmly state that if they continue with the behaviour that they will leave the room, terminate the massage and lodge a complaint with hotel management. They should also state that the treatment will still be charged at the full rate.
III. Should the client still continue with inappropriate requests or behaviour the independent contractor is instructed to terminate the treatment immediately. The independent contractor needs to advise the client of this and leave the room. Say ‘I am terminating the massage now due to your behaviour’. Do not pack up your gear, go straight to hotel reception and report the inci dent.
IV. Ask to speak to the duty manager and explain the situation to them and ask them to ac company you back to the room, or send another staff member, to collect the table and all belongings. Contact the call centre to notify them of the situation.
V. Once the independent contractor has collected all of their equipment the independent contractor must contact the call centre again to let them know the result. The call centre operator will then ‘ban’ the client from using our services again (see below).
The independent contractor is also required to contact Head Office that day (or the following day if the incident occurred during the evening). This procedure is a guide only.
The most important thing a independent contractor can do when dealing with inappropriate behaviour is to stay in control of the situation and remain confident in their own abilities. The independent contractors needs to at all times be firm but polite and never allow the client to dictate terms. Inappropriate behaviour by clients is something that Rejuvenators will not tolerate. Independent contractors are encouraged to use this functionality should they feel it to be inappropriate and unsafe to send another independent contractor in the future to a particular client. Once a client is banned, they will no longer be able to process a booking through our booking platform
.
At the end of each week, being Sunday, the Independent Contractor must raise an invoice that shows the date, Job Number and amount for each job completed in the previous week.
Coupled with that please include any receipts for parking that you incurred in the process of delivering the services.
A sample of an invoice is attached here for your reference
Payment of invoices will be made within 5 business days of receiving your invoice.
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