Training professional with extensive leadership experience in staff development, process and productivity improvements, performance management and curriculum design.
Skills
Operational improvement
Team management
Customer service
Business operations
Course development
Training solutions development
Work History
Assistant Spa Learning Manager, 08/2015 to 07/2020 Sandals Resorts International – Montego Bay, Jamaica
Trained and developed team members throughout 18 resorts in 3 regions Jamaica, Aruba and Bahamas as well as standard operating procedures for guest interactions
Established relationships with relevant and fully vetted international training institutions in selected regions to ensure continuous highly trained team members
Developed curriculums in collaboration with Sandals Corporate University, Human Resources, and Heart Trust (HEART) Institute for team members
Provided continuing education across 18 resorts in 3 regions Jamaica, Aruba and Bahamas. Participated in hiring process, training, development and evaluation of team members in keeping with standards and job description
Coached and motivated team to achieve results agreed upon corporate standards
Collaborated with vendors to create incentive programs for team members in 18 resorts and call centers in 3 regions Jamaica, Aruba and Bahamas
Conceptualization of marketing initiatives. Provided ongoing recommendations for guest experience improvements and operations to stakeholders
Managed operations on resort when required
Consulted with outside parties to resolve discrepancies and create effective solutions
Created and maintained detailed database to develop promotional sales
Provided onboarding and guidance to other sales representatives to meet sales goals while growing opportunities for spa business
Developed curricula, instructions, documentation and written tests for Spa training courses
Coordinated workshops for employees to better understand company mission, streamlining daily activities and aligning worker and company priorities
Verified proper tracking in newly created databases of all students and instructors leaves, attendance, scores and overall performance
Spa Manager/ Assistant Spa Manager, 02/2012 to 01/2015 Viceroy Hotel Group – Brickell, FL
Conducted, lead and managed daily operations and guest service experience for the spa front desk and spa reservations, ensuring all necessary spa and interdepartmental communications were coordinated and monitored
Projected and implemented process improvement: systems, operational awareness and technical skills aligned with appropriate spa and guest service standards
Oversaw daily shift report to encompass shift highlights, pertinent resort information, concerns and recommendations for spa and facility operations
Participated in the hiring, training and evaluation of all spa Front Desk Agents, Attendants and Therapists in accordance with Viceroy Hotel Group's standards and job descriptions
Participated in the development and maintenance of staff inventories and task breakdowns for Spa Supervisor, Coordinators and Reservationists in coordination with Spa Director
Prepared weekly work schedules for spa line staff and therapists
Management and accountability for daily financial reporting and revenue posting in coordination with the Spa Director
Performed payroll for spa and fitness employees
Conducted regular, formal staff meetings for purposes of informing, educating and inspiring all supervised staff
Conducted regular treatment protocol training for therapists
Met with retail representatives and integrate retail lines to the spa
Conducted retail and professional product inventory
Maintained a thorough knowledge of spa programs, offerings, products and facilities, and ensured that supervised staff was similarly well-informed
Conducted and trained Spa Coordinators and Front Desk Agents to provide site inspection or guest tours to promote group spa utilization of spa and fitness facilities increasing business profitability
Attended regular staff meetings as directed by Spa Director
Provided ongoing recommendations for guest experience improvements and operations, implementing as approved by Spa Director
Verified proper tracking in newly created databases of all students and instructors leaves, attendance, scores and overall performance
Monitored day-to-day activities of spa company and employees, noting areas needing improvement and implementing plans for rectification
Lead Therapist, 02/2011 to 02/2012 Viceroy Hotel Group – Brickell, FL
Created therapists' schedules
Created treatment protocols
Met with vendors and product representatives
Set up product knowledge training
Set up and conducted treatment protocol training
Created and enforced general spa operational standards as indicated by Viceroy Hotel Group
Maintained clients' treatment records and designed long-term care programs for return customers
Leveraged practice management software to complete weekly progress notes, update quarterly treatment plans and maintain patient records
Conducted intake and assessments to formulate treatment plan and manage client records
Massage Therapist and Massage Therapist Trainer, 02/2010 to 02/2011 Viceroy Hotel Group – Brickell, FL
Conducted massage protocol training
Assisted in creating new treatment protocols
Traveled to other Viceroy properties to provide training
Provided professional body care services such as massage, body treatments and wraps
Managed quality assurance program, including on-site evaluations, internal audits and customer surveys
Drove operational improvements which resulted in savings and improved profit margins
Identified key areas that could use improvement and implemented new processes, which increased efficiency
Education
Diploma: Massage Therapy, 2007 Keiser Career College - Pembroke Pines
Associate Degree: 2006 Miami Dade College - Miami, FL
