Spa Manager
Guerlain Spa, Alfardan
Total years of experience :26 years, 3 months
Guerlain Spa, Alfardan - November 2016 - Current
Alfardan Towers, Westbay, Doha, Qatar
Spa Manager
• Managing overall operations of the spa
• Managing and training therapists on Guerlain procedures
• Ensure therapists comply with Guerlain legislation and company standards
• Ensure client experience is proficient including bookings, payments, and consultation cards
• Manage customer feedback effectively to ensure continuous service improvement
• Ensure customers and guests receive friendly and consistent personalized service from all team members
• Instill brand values and standards to maintain quality on a daily basis
• Managing spa team members and beauty therapists to ensure high motivation, provision of high quality service and ongoing development
• Drive and motivate team to meet and exceed revenue targets
• Preparing and meet department annual budget
• Prepare monthly reports for Guerlain Paris and Guerlain Dubai
• Accountable for maintaining and operating within financial targets as well as net movement
• Managing overall operations of the spa
• Managing and training therapists on Guerlain procedures
• Ensure therapists comply with Guerlain legislation and company standards
• Ensure client experience is proficient including bookings, payments, and consultation cards
• Manage customer feedback effectively to ensure continuous service improvement
• Ensure customers and guests receive friendly and consistent personalized service from all team members
• Instill brand values and standards to maintain quality on a daily basis
• Managing spa team members and beauty therapists to ensure high motivation, provision of high quality service and ongoing development
• Drive and motivate team to meet and exceed revenue targets
• Preparing and meet department annual budget
• Prepare monthly reports for Guerlain Paris and Guerlain Dubai
• Accountable for maintaining and operating within financial targets as well as net movement
Current Employment - 18th Jan 2011 - November 2014.
Chaslu Dubai Wellbeing Clinic
Operation Manager
* Was responsible for managing a team of 20 staff including physiotherapists, traditional TCAM practitioners and administrative staff.
* Interviewed and made decisions for hiring and training employees for open positions.
* Assisted in preparing medical staff with obtaining their medical licenses to practice with on-going direction from the DHA, Dubai Health Authority and Ministry of Health to ensure they are capable of performing their duties with high standards according to the UAE law.
* Ensured all staff are trained and receive regular assessments and updates on safety operating procedures. Directed monthly health check meetings.
* Ensured risk assessments are written for all areas of the facility.
* Develop and implement a strategy to enhance the guest experience and quality of the services while keeping in mind maximizing revenues.
* Responsible for driving sales and overseeing the execution and implementation of key business indicators.
* Loyalty Package Management - ensured wellness packages are prepared as per the specifications of the guest.
* Ensured all guest feedback (guest questionnaires, verbal comments, emails)is used to inform changes in practice to ensure standards are been maintained by staff.
* Preparation of financial and operational reports for the CEO.
* Developed corporate partnership with large companies and clubs in Dubai encouraging guests to visit the facility in order to obtain new clients.
* Organised and managed events and promotions in house and outhouse in the local community.
* Developed partnerships with Emirates Airlines, Du telecommunications, Dubai airport, Dubai World Central, Dubai Silicon Oasis, Jebel Ali Free Zone Authority, Al Ahli Emirati Football Club, National Bonds, DAFZA (Dubai Airport Free zone Authority), RAK Bank, Bank of Fujeirah, Emirates NBD, Cavalli Club Dubai. RTA, Road and Traffic Authority,
Forever Young Salon- April 2008 - 2010
Hilton Hotel, Abu Dhabi
Abu Dhabi, United Arab Emirates
Salon Manager/ Senior Cosmetologist
* Was responsible for managing team of 8 therapists.
* Responsible for driving sales and improving sales tactics of all spa team.
* Responsible for clearly communicating the SOPS for staff to follow in order to maintain the 5 star brand services and in keeping with the high profile reputation within the community.
* Prepare monthly rotas of staff schedules one month in advance.
* Develop and maintain a relationship with hotel guests and obtain feedback on the spa's services for continuous improvement.
* Prepared weekly financial and operational reports and worked with the financial department pay rate adjustment and commission reports.
* Worked with media and advertising agents to market the spa .
* Handled special in house promotions and workshops for the outhouse guests.
* Ensured all complaints are dealt with efficiently, promptly and in confidence initiating corrective actions if required.
Luthan Health Club and Hotel, Kingdom of Saudi Arabia - March 2006 - 2008
For Her Highness Princess Naouf Bin Mohamed Bin Abdullah
Spa Operations Manager
* Responsible for the pre -opening phase 2 of Princess Naouf Bin Abdullah’s Spa Retreat in The Kingdom of Saudi Arabia.
* Responsible for compiling the critical list plan.
* Managed and lead a large multicultural team of spa therapists, fitness trainers, Ayurveda doctors and spa assistants.
* Worked closely with the spa's consultants to developed a spa ethic suitable for the Saudi Royal Family.
* Trained the spa team to deliver the highest of five star standards.
* Arranged further training with product and equipment vendors for all spa team.
* Worked closely with interior decorators and spa consultants.
* Liaised with the head chef and dieticians on dietary programs for individual Princesses requirements.
* 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.
* Monitor standards of performance and princess satisfaction and introduce measures to ensure the highest standards of quality and service.
* Established with the personnel team a Luthan Spa standards of operation.
* Prepared financial and operational reports for HHP Naouf.
* Responsible for managing each membership and record of the royal princesses, providing individual ideas, solutions, planning of individualized dietetics, slimming treatments and skincare solutions.
The Beauty Company, United Kingdom London - February 2003 - 2005
Area Manager for High End Cosmetic Brand - Sisley International
Responsible for:
HARRODS
DEBENHAMS
PETER JONES
SELFRIDGES
HARVEY NICHOLS
* Handling High Level Customers Accounts
* Achieved weekly, monthly, and yearly sales goals
* Coordinated and executed mass promotion, networking, events, demos, sales, and education for successful launch of a new product line.
* Implemented successful management tactics resulting in increased weekly, bi weekly and monthly sales trends.
* Met and exceeded sales goals created by the company.
* Established and maintained quality customer service to create client base.
* Coordinated with Sisley vendors for further product knowledge and new promotional tactics to increase product sales, customer satisfaction and expand consumer market.
* Chairing a weekly meeting with consultants regarding their sales and targets.
* Trained new recruits on product knowledge of the brand and suitable sales tactics on the floor.
Crowne Plaza Hotel, Holiday Inn, South Africa - January 1996 -2002
Self Employed - Spa Manager
* Was responsible for opening up my own beauty spa within the health club at the hotel.
* Maintained a strong menu of services with both exceptional artistic and aesthetic value.
* I was responsible for marketing the products Darphin and Environ products, various slimming and aesthetic treatments.
* Lead, directed a small spa team in creating an outstanding experience for the hotel guests.
* Implement new procedures and policies to improve operating efficiencies. Ensured the spa team comply and follow the SOPS at all times.
* Provide consistent high standards of customer service.
* Revenue generation & sales target achievement through new strategy and innovative ideas.
* Performed all aspects of profit and loss, including services and product revenue.
* Performed recruiting, hiring, discipline, evaluation, pay-rate adjustment, training and development, and other aspects related to spa personnel.
* Created brand awareness through various marketing campaigns in the area.
* Created in house promotions to generate revenues in order to reach monthly targets.
* Held workshops on various health and beauty care issues. Advised guests about proper skin care routines and packages to buy to improve wellness.
* Empowered all team members to deal with customer complaints and develop and maintained compensation guidelines for customer complaint handling.
* Met and greeted all dignitaries, celebrities and sports stars and advised on suitable treatments for them.
Jill Farquharson International College of Health and Beauty Therapy, South Africa- Major in Business Studies, Spa Management and Cosmetology Diplomas: CIDESCO, ITEC, SAAIBTH, JILL FARQUHARSON DIPLOMA
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