Jessica Claire
Montgomery Street, San Francisco, CA 94105
Home: (555) 432-1000 - Cell: - - -
Professional Summary

Utilize multi-location global leadership expertise to maximize guest experience, wellness awareness and spa culture while inspiring innovation and profits throughout the spa industry.

  • Innovative leadership through development and training
  • Embody Five Star service excellence standards
  • Successful execution of broad platform spa marketing and promotions
  • Experience based menu innovation and development
  • Superior interpersonal communication skills
  • Strategic Financial Analysis
  • Multi-cultural collaborative team builder
  • Positive direct interaction and follow-up
  • Advanced product knowledge from many leading beauty brands
  • Life enthusiast and yoga practitioner
  • Administrator level knowledge of Book4time and SpaSoft
Work History
02/2017 to Current
Senior Global Manager, Spa & Fitness Benchmark Hospitality Radford, VA,
  • Global leadership for growth and structure of hospitality trailblazer, managing over 500 spas with revenues increased to approximately $500 million
  • Facilitate procedures and communications for smooth transition of Starwood to Marriott merger
  • Concept work for luxury brands e.g. W Hotels, The Luxury Collection, The Ritz Carlton, and St. Regis
  • Launch new spas and on-site openings domestic and international
  • Global support and structure for brand standards to support international guidelines and audits
  • Innovation of wellness projects, including brand fitness strategy, landscape, and design; retreat programs from ideation to onsite execution
  • Layout and design of spa and fitness centers for hotels and resorts worldwide
  • Organize and conduct operational education conferences for property leaders focusing on revenue growth and talent development resulting in retention
  • Nurture and grow vendor relationships for spa and fitness, negotiating MSA and establishing unique individual and global partnerships
  • Developing and managing metric driven analytics of global portfolio of spas, focusing on technology innovation. Driving global online booking to surpass $18 million
09/2014 to 02/2017
Director of Spa & Recreation Westin Kierland Resort And Spa City, STATE,
  • Executive control of all spa operations, Recreation (FUN) Department operations, Fitness operations, and Retail purchasing
  • Engaged all teams through transition of leadership; increased leadership and engagement satisfaction by 25%
  • Demonstrate exceptional mastery of profit and loss, creating annual budget, controlling all expense and minimizing risk
  • Creative implementation of social media platforms through all mass outlets, promotion and strategic management of sale sites and aggressive local marketing and retention
  • Synergistic operational management enabling successful and profitable spa campaigns
  • Mentor spa leaders within Starwood as West Coast Spa Champion; assist with task force assignments throughout Starwood Spas to develop vibrant teams that excelled in any circumstances
03/2013 to 09/2014
Director of Spa Sheraton Grand, Wild Horse Pass City, STATE,
  • Governed spa operations: 20 treatment rooms each, including full amenity locker areas, adult pool, full-service spa restaurant, state of the art fitness facility, wellness classes, salon, and watsu pool
  • Proficient at creating annual budgets, understanding profit and loss, and contingency planning to control expenses; exceeding YOY revenue growth by 10%
  • Excelled in risk-taking management to increase innovative procedures to retain Forbes 4-star rating, and revitalize best practices
  • Integrated Native American traditions into spa culture by developing strategic relations with the tribal community
12/2007 to 03/2013
Regional Director, Spa Operations - West Steiner Leisure - Bliss Remede Mandara Spas City, STATE,
  • Directed successful operation of 5 top nationally recognized premiere urban/resort spas and retail brands with over 160 employees
  • Generated an intensive P&L control system to manage budgets with revenues exceeding $16 million; staying ahead of forecast and anticipate operational fluctuations
  • Consulted with opening teams for successful bliss spa openings globally to ensure innovative and practical design and development
  • Creation and management marketing, community outreach, special events and brand awareness
  • Executive control of HR processes from hiring, disciplinary action and training all employees; from Spa Director to housekeeper
  • Change management leader during Steiner acquisition from Starwood
  • Inventory control, monitoring waste, risk management and predicting operational supply needs
  • Compliance and maintenance of Arizona, California, Illinois and Texas licensing and operation laws
02/2007 to 12/2007
Assistant Director of Spa Operations Mii Amo, Enchantment Resort City, STATE,
  • Inclusive operational management of Travel & Leisure's #1 Destination Spa in the World 2007
  • Oversaw 23 treatment rooms for destination spa guests' expectations from arrival to departure
  • Creation and leader of 3 -7-night retreats, including special facilitated themed stays with experts from various fields of healing, cultural knowledge, and yoga
  • Management of restaurant, front desk, spa services, fitness and rooms; SOP developments and implementation
  • Establishing budgets, managing expenses, and forecasting
  • Designed and launched new treatments /activities to separate spa from typical experience, entice return and new destination guests
04/2003 to 02/2007
Spa Services and Fitness Director Centre For Well Being, The Phoenician City, STATE,
  • Coordinate operational needs of spa services staff in 22,000 sq. ft. spa to meet the needs of guests at a Five Diamond hotel
  • Expertise in the development of quality controls, operation policies and procedures for staff and facility
  • Develop spa services to meet competitive market needs, train staff on new services and protocols
  • Assistant buyer for spa retail shop, merchandising and purchasing of skincare product and fashion apparel
Expected in
Bachelor of Science: Applied Business Management
Grand Canyon University, Ken Blanchard School of Business - Phoenix, Arizona
Expected in
Certificate in Merchandising:
Salt Lake Community College - Salt Lake City, Utah
Certifications and Associations
  • ISPA Member/Contributor 2004 - current - assisted with Covid-19 re-opening guidelines
  • Marriott Spirit to Serve - community volunteer 2016 - present
  • Starwood Spa Champion (formerly Starwood Spa Global Council) - West
  • Arizona Spa and Wellness Association
  • Florida Spa Association
  • Chairman of Board Dallas Spa Association 2010, Board member since 2007
  • 2010 Board Member ATI Dallas School of Massage Advisory Committee
  • Certified Phytomer Business Aesthetic & Massage Intensive Training 2002
  • Certified Pevonia Extensive Esthetic and Body Training 2005
  • Certified M'lis International Advanced Wellness Consultant Certificate 2002/2003

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School Attended

  • Grand Canyon University, Ken Blanchard School of Business
  • Salt Lake Community College

Job Titles Held:

  • Senior Global Manager, Spa & Fitness
  • Director of Spa & Recreation
  • Director of Spa
  • Regional Director, Spa Operations - West
  • Assistant Director of Spa Operations
  • Spa Services and Fitness Director


  • Bachelor of Science
  • Certificate in Merchandising

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