Curriculum Vitae Female D.O.B. 03 February 1980 Number of years working in industry: 12 years 5 months

Candidate ID Number: 15161
Nationality: South African, British
Language Skills:
  Fluent: English
  Basic: French
Permitted to work in: South Africa, UK - United Kingdom
Position Sought: Senior Therapist, Beauty Therapist, Skin Clinic Therapist, Massage Therapist, Holistic Therapist, College Tutor

Personal Statement

Employment History:

October 2017 - Present - Spa Manager at (most recent employer hidden for confidentiality) Guildford, UK - United Kingdom, ( Hotel Spa)

Duties included:

* To drive and lead the operational and financial direction of the spa

* Responsibility for the overall management and performance of the Spa, ensuring high standards of professionalism, customer service and financial performance – monitoring and working to achieve all KPIs set for the spa

* Provide leadership, direction and support to the employees at the Spa to develop a highly motivated team who can deliver high standards of service in all areas

* Take responsibility for Health and Safety within the spa ensuring adherence to both statutory regulations and Company guidelines

* Review monthly revenue and cost budgets with General Manager

* Effectively integrate the Spa within the Hotel Marketing strategy and to ensure ongoing representation of the spa both internally and externally

* Plan an annual calendar of promotional events in line with cultural and relevant events

* To monitor standards of service and client satisfaction taking necessary action to ensure Brand and Group standards are maintained

* To take overall site responsibility for daily operational issues within the spa including accurate scheduling, cleanliness etc

* Ensure that all treatments carried out within the spa are at a consistently high standard

* Ensure that all new therapists receive full induction programme

* Regularly review and monitor all therapists’ treatment performance against standards set in the treatment manual

* Maintain a high level of understanding and awareness of treatment trends and innovations

* Carry out or organise all in house training on a regular basis in all areas

* Carry out annual appraisals and personal development plans for all spa staff and to review these with the General Manager

Products worked with:

ESPA

Decleor

Priori

Dermalogica

MD Formulations

Environ

Babor

Guinot

opi

orly

Elemis

April 2016 - June 2017 - Corporate Spa Trainer at Spa Connectors, Bali, Indonesia, (College)

Duties included:

• Creating training manuals to uphold Spa Connectors core values and brand standards
• Delivering engaging presentations to spa industry professionals
• Liaise with spa managers to determine training needs and schedule training sessions
• Assisting with the design of effective training programs
• Prepare educational material such as module summaries, videos etc.
• Provide on-site training to spa teams in 5-star resorts and hotels across the Middle East, Asia and Indian Ocean region
• Deliver the Spa Connectors 'X-Factor' module – including varied subjects such as Emotional Intelligence, Effective Communication, Mindfulness and Spa Business
• Build positive, professional relationships with key team members and senior management in the hotel and spa to ensure new and repeat business
• Perform spa audits and create customised training programmes to ensure optimal results
• Communicate effectively with the Head Office to coordinate travel and understand the clients needs
• Providing ongoing student mentorship post training

November 2014 - March 2016 - Reception Manager at Speedflex, Surrey, UK - United Kingdom, (Health Club)

Duties included:

As part of the pre-opening team, I assisted with the setting up of all SOPs, software systems, centre reports, filing systems.

• Producing all necessary documentation for successful running of the business i.e. membership trackers/client forms.
• Set up of extensive filing system and monitoring/maintaining it.
• Producing all email templates for ease of communication with clients/members.
• First point of contact in meeting and greeting members, potential customers and other visitors to the centre.
• Answering all calls quickly and efficiently.
• Manage all email, telephone and written communications and to relay information relevant personnel, when required.
• Dealing with member requests professionally and effectively.
• Thorough understanding of EZ Facility booking system.
• Setting up and maintaining the data base in relation to member details and payments.
• Setting up software for Direct Debit payments.
• Extensive knowledge, experience and understanding of all products and memberships available, in order to deal with customer queries and meet their needs.
• Developing a familiar, yet professional relationship with members, key to customer satisfaction.
• Marketing of the business, encouraging membership sales, merchandise sales, advertise membership options, health assessments and promote centre events.
• Provide clerical and administrative support to Centre coordinator.
• End of day finance reports.
• Daily stock inventory and monthly inventory reports.
• Compiling weekly centre reports.

April 2013 - November 2014 - Treatment Manager at The Europe Hotel & Spa, Killarney, Ireland, (5 Star Hotel Spa)

Duties included:

• Take full management responsibility within the Spa in the absence of the Spa Manager, acting as Duty Manager and Spa Representative as required.
• Plan an annual calendar of events and promotions and to review success with Spa Manager
• Conduct VIP/ Press Treatments as Senior Advanced Therapist
• Uphold ESPA Brand Standards with Treatment Protocol.

- Conduct Internal/ Mystery Guest Audits to ensure Quality Control in line with the highest ESPA standards.

- Conduct Therapist Technical training centered on the Yearly Training Schedule created

- Responsible for maintaining highest standards of cleanliness, hygiene & professional presentation of therapist/ treatment rooms.

- Controlling detailed training documents

- Training all new therapists on product knowledge, customer journey and treatment procedures

- Provide the update to manuals, workbooks, to ensure that all operational procedures are carried out in the prescribed manner.

- Develop an annual training plan with spa therapists and ensure that all employees are trained and developed to meet the needs of the business.

• Spa & Retail Sales/Stock

- Maintaining an effective stock control system

- Monitor the cost of product and correct usage of therapists.

- Maximise revenue by driving the therapist team to up sell treatments and retail.

- Drive revenue of treatments and spa programmes through effective scheduling and yield management.

- Including month end inventory

- Stock Rotation

- Placing orders to par level

• Monitor therapist retail targets
• Provide leadership, direction and support to the therapists at the Spa to develop a highly motivated team, who can deliver high standards of service in all areas.

Education and Qualifications:

2009	Total Concept Academy, Port Elizabeth
	Masters Diploma in Health and Skincare January 2008 to December 2009 (2 Years) Qualifications: 2-year Accreditation: - CIDESCO Accreditation (Certificate to follow) - SAAHSP Accreditation – Top Student Award (Certificate to follow) - Skin Care Diploma (Total Concept Academy) - Body Care Diploma (Total Concept Academy) - Masters Diploma in Health & Skincare Therapy

Product Training:

November 2014	ESPA
	ESPA House - Farnham

CV created at www.spastaff.com