نجلاء شعابنية

*Manage operations of the Spa in 2 locations.
*Responsible for the new staff visa, insurance and all documents to be done on time, same as staff renewal documents
*Manage over 50 staff members (manicure & pedicure technicians, hairstylists, massage, facial therapists, waxing therapists, front desk, supervisor and supporting staff)
*Responsible for the company marketing needs along with a marketing team and PR company

Clinic Supervisor work is to ensure that the establishment runs smoothly. Typical duties of an Operation manager include:
* Managing clinical, professional, administrative, and clerical staff - Overseeing day-to-day activities
*Define and communicate customer service standards
*Oversee the achievement and maintenance of agreed customer service levels and
Standards
*Coordinate the daily operations of the spa and clinic teams
*Ensure the necessary resources and tools are available for quality customer service
Delivery
*Ensure practice cleanliness
*Actively manage complaints
*Obtain & review patient feedback via patient survey as per procedure
*Organize staff training and coaching needs if the staff needs it to meet Corpofino
Quality standards
*Assess the company employees on regular basis and report to management
*Identify and implement strategies to improve quality of service, productivity and
profitability by monitoring the targets of every department
*Evaluate the performance of the staff (Role Play, Mystery Audits, etc.)
*Contributes to team effort by accomplishing related results as needed
*Plan, prioritize and delegate work tasks to ensure proper functioning to reach the
Targets at the Spa and the Clinic
*Promote the services of the Spa and the clinic. Direct contact with customers.
*Identify ideas by researching industry and related events, publications, and
Announcements; tracking individual contributors and their accomplishments.
*Maintains sales volume, product mix, and selling price by keeping current with
supply and demand, changing trends, and competitors’ actions.
*Updates job knowledge by reading professional publications; maintaining personal
Networks *Activity management to meet patient & revenue targets
* Gather & analyze relevant activity data
*Grow patient numbers
*Practice accreditation
*Effective communication with all key business relationships

*Manage operations of the Spa
*Responsible for the new staff visa, insurance and all documents to be done on time, same as staff renewal documents
*Manage over 50 staff members (manicure & pedicure technicians, hairstylists, LPG, massage, facial therapists, waxing therapists, front desk, supervisor and supporting staff)
*Spa consumption and inventory
*Solving clients complains
*Taking care of all Spa needs, cleanness, maintenance, products and stuff....
*Weekly and monthly report to the management about spa achievements, challenges and success....

* Responsible for achieving monthly target (150K+) by booking slimming packages, beauty packages and retails...
*Coordinate and oversee office administrative duties
* Following appointment, handle guest’s requests and complains independently by supplying information’s, contacting concerned departments to assist in guest's request and needs.
*Handles all incoming telephone calls, follow up with clients by giving them all information’s about new offers and services
*Responsibilities for typing and filing all correspondence such as Letter of Agreement, Resumes, etc. concerned departments.
*Sending monthly sales report (weekly staff target, product target…) to the area head manager
*Responsible for sending report about successful and unsuccessful clients to the technical area manager
* Assessed customer needs and provided customized solutions to ensure repeat & referral business, expand client base & increase revenue.
* Worked closely with marketing team to reviewed events/promotions planned, local ads to be released and unique packages formulated to match budgets.
*Promoted loyalty program and all other promotional programs launched.
* Recommended center - specific events (intercontinental hotel Abu Dhabi, Sheraton AUH, ADNOC (Oman insurance company), national bank of Abu Dhabi, women day Rotana beach Abu Dhabi, Etisalat, Abu Dhabi Malls…..)& provided marketing support required from the marketing team.
*Responsible to track of market trends and competition to drive brand achievement.

*Dealing with customer enquiries face to face, over the phone or via email.
*Contacting prospective customers and discussing their requirements.
*Achieving all revenue targets and objectives
*Working closely with the marketing team to produce any sales collateral required for
The target market.
*Identifying what customers’ needs
*Planning and organizing the day to ensure all opportunities are maximized.

* Attending incoming and outgoing call from and to Clients
* Update customer accounts on the system
* Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem
* Maintains financial accounts by processing customer adjustments.
* Prepares product or service reports by collecting and analyzing customer information
*Scheduling customer appointments
*Schedule a meetings
*Dealing with Vendors (Suppliers quotations, preparing contracts, handling cash, cheques and credit payments)
*Schedule Staff timing

*Complete ownership for the P/L of the center. This includes personal as well as team sales target and effective cost management.
*Planning and executing corporate Tie-ups.
*Responsible for timely submission of sales MIS reports and analyzing the cash flow, thereby giving corporate the strategic & analytical information for branch performance to the Head management
*Responsible for the Customer delight, Handling customer complain and grievances.
*Creating a strong Talent pipeline to ensure smooth functioning of the center Motivating, coaching and managing performance of the team
*Timely update and analytics of customer walk-in, telephonic queries
*Ensuring and scrutinizing correct billing method
*Dealing with refund cases with upkeep of the company brand image
*Crisis management, statutory and legal compliance for the center
*Responsible for the administrative functions of the center
*Assign individual targets to team and motivating team to achieve the same
*Personnel management which includes staff appraisal, administrating policies and procedures
*Responsible & accountable for look and feel of the center
*Arranging workshops, training sessions and other promotional events for clients and staff

* Offer personalized service to guests by greeting them as they arrive
* Confer with clients to determine their individual needs for spa services
* Suggest types of services that are deemed necessary and appropriate
* Provide appropriate massage treatments
* Provide beauty and skin care advice
* Administer mud baths, body scrubs and wraps
* Provide aromatherapy treatments
* Prepare treatment rooms in accordance to services to be provided
*Suggest spa products for clients to buy
* Ensure all spa supplies are readily available
* Provide education to clients regarding each procedure to be performed
Maintain and clean spa equipment