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Skills

  • Time management skills
  • Communications
  • Customer service-oriented
  • Customer service excellence
  • Brand success
  • Marketing
  • Safety measures
  • Hospitality industry knowledge
  • Internal auditing
  • Front desk management

Work Experiences

  • Greeted guests and made sure they had a pleasant check-in and check-out experience.
  • Kept a meticulous financial filing system.
  • Scheduled flower, gift, and other product deliveries, as well as spa and dining reservations.
  • Looked for industry trends on social media and through online sources.
  • Foresaw spa and salon guests' concerns and addressed them directly.
  • Was in charge of all spa reservations and issues.
  • Managed all phone lines and emails in a professional manner.
  • Cleaned the spa in accordance with the safety and sanitary regulations of the State of Colorado.
  • Followed the pre-determined opening and closing procedures for each spa station.
  • Quickly and courteously answered a high-volume, multi-line phone.

Summaries

  • Experience working in industry positions at luxury resorts where client satisfaction is paramount.
  • Service-driven
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • To drive profitability and growth, skilled operations manager with solid experience managing all levels of multiple projects, including budgeting, inventory control, and administration.
  • Versatile
  • Dependable and courteous self-starter and team player seeking to apply previous experience to a category position with a forward-thinking organization.
  • With 14 years of progressive experience in large-scale corporate banking environments, I am a highly analytical and results-driven banking professional.
  • Procedure and method are examples of abilities.
  • Adaptive quality assurance specialist who uses cutting-edge methods and techniques to boost productivity, customer satisfaction, and profits.
  • Articulate

Accomplishments

  • Trained new spa concierges in all front-desk operations and spa service standards, enhancing team efficiency by 40%.
  • Reduced guest response times by 35% by enhancing cross-department communication and coordination.
  • Utilized feedback surveys from over 3 clients to improve spa processes and enhance satisfaction.
  • Led initiative to streamline guest check-in process, reducing the average check-in time by 23%.
  • Developed regular clientele by remembering client preferences, contributing to 32% year-over-year growth in repeat business.
  • Facilitated instantly recognizable luxury experiences for clients, leading to a 68% increase in positive reviews on review platforms.
  • Resolved product issue through consumer testing.
  • Collaborated in conceptualizing VIP spa experiences, leading to high-end bookings increasing by 73%.
  • Introduced online booking options which increased total monthly reservations by 59%.
  • Coordinated with therapists to manage spa schedules and avoid overbooking, resulting in a 17% reduction in client wait times.

Affiliations

  • Spa Manager Certification Program
  • Society of Human Resource Management
  • Toastmasters
  • Certified Guest Service Professional (CGSP) through American Hotel & Lodging Educational Institute
  • American Society of Safety Professionals
  • Lions Club
  • International Association of Administrative Professionals
  • Certified ‘Professional Spa Manager’ from Ironclad Systems
  • Freemason
  • Certified Trainer in Spa Software Administration (Microsoft Excel)

Certifications

  • Certified Spa Supervisor (CSS) - program
  • Customer Service Excellence Certificate - process
  • Certified in Spa Wellness & Customer Journey Mapping - standard
  • Certified Public Accountant (CPA)
  • Certificate in Sales Analytics and Reporting - standard - 2016
  • Introduction to Spa and Wellness Management Course - system
  • Customer Service and Complaint Resolution Certificate - standard - 2024
  • Certified in Hotel Industry Analytics (CHIA) - program
  • Hotel and Resort Management Certification - framework - 2017
  • Project Management Professional (PMP)

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