Staff leadership and development Cost reduction and containment
Forecasting and planning P&L management
Strength in financial planning Staff retention
Exceptional time management skills Quantifiable revenue increases
Spa Operations Manager / Acting Spa Director, 04/2011 to CurrentBliss Spa/ W Hotels － Boston, MA
Managed daily spa operations, leading team of 30 talent members, generating $2.2 million in revenue Increased profits by 15% in one year through restructure of business line Recommended innovative alternatives to generate revenue and reduce unnecessary costs.
Researched market trends and surveys and used information to stimulate business and revenue growth Handle payroll duties with accuracy adhering to timelines and deadlines Analyze sales figures and forecast future sales volumes to maximize profits Review daily appointment schedule, productivity reports, labor costs and expenses to ensure budget projections are being met Provide overall direction and supervision of Lead Concierge, Lead Esthetician, Lead Massage Therapist and Lead Nail Technician to ensure our team achieve world class service standards with every guest Manage on site or offsite events and develop local contacts, schedule events to grow spa data base and spa local awareness Respond to guest complaints and comments in a timely manner, with-in the 48 hours standard response time and with minimal loss of revenue Lead, coach, communicate and correct Concierge in consistently delivering brand standards in service excellence (paying close attention to verbiage, body language, and non-verbal communication).
Manage all personnel under supervision including staff development, training, counseling, disciplining and evaluating Assist with recruitment, new hires and trains all spa staff members Manage performance appraisal process for staff and conduct staff reviews on 90 days, mid-year and year end.
Manage and motivate team to increase sales and ensure efficiency.
Ensure standards for quality service excellence, health and safety policies are met.
Monitor providers performance (ensure providers are on schedule, proper guest interaction, informing pricing of upgrades, promoting upgrades and guest lifestyle programs).
Lead Guest Experience Associate, 08/2013 to 12/2014Exhale Wellness Spa － Boston, MA
Scheduled events, programs, and activities, while successfully delivering both spa and mind/body fitness programs into a residential hospitality platform.
Contributed to membership and class series sales by maintaining knowledge of membership/series benefits and pricing.
Proficient in describing and selling all spa therapies, mind body classes and wellbeing boutique products.
Encouraged members to continue attending group fitness classes.
Tracked class attendance and monitored class size to gauge the effectiveness of promotions.
Data Specialist/ Business Manger, 01/2009 to 01/2011Action Boston Community Development － Boston, MA
Maintained operational data system, contracts and funding source systems.
Assisted program participants in completing rental applications and other necessary housing documents.
Coordinated the flow of payment vouchers and maintain a record of check disbursements with the department.
Spa Operations Manager, 01/2005 to 01/2008Spa Vure － Providence, MA
Managed day to day spa operations and facility Produced reports including sales, transaction analysis and staffing reports using Excel software Assist Spa Director with administrative tasks and meeting facilitation/participation Taught attendants about retail products; spa packages, treatment details and spa/fitness standard operating procedures Handle client relations, marketing & relationship building, achieving retail and revenue goals Assisted with recruiting, hiring, discipline, evaluation, pay-rate adjustment, termination, training and development, and other aspects related to spa personnel Developed marketing strategies for weekly, holiday and spa package promotions.
Created and monitored weekly spa wide sales goals in services, retail, and gift certificates; produced weekly sales analysis report and processed weekly payroll reports, monitoring technicians' sales and productivity Executed "Spa Parties" to increase new guest traffic and generate community awareness.
B.S of Science:Criminal Justice Psychology,2008Johnson & Wales University － Providence, RICriminal Justice Psychology
Coursework in Accounting, Financial Management and Event Planning