Jennifer Dsouza

Oversee daily operations: Ensure the spa runs smoothly by monitoring cleanliness, staff performance, and readiness of treatment rooms.
Manage staff: Create staff schedules, handle scheduling conflicts, and provide ongoing training, support, and mentorship to spa employees.
Ensure customer satisfaction: Act as the point person for guest inquiries, feedback, and complaints, resolving issues professionally.
Handle inventory and budget: Monitor and manage inventory levels, order supplies, and ensure operations stay within budget and meet revenue targets.
Drive revenue: Promote spa services and products to clients and implement marketing strategies to enhance sales and service offerings.
Maintain standards: Ensure all health, safety, and hygiene regulations are consistently met, and uphold high standards of service quality.

Guest Experience & ServiceEnhanced Guest Experience
Handle guest complaints or feedback with professionalism and a service-first
mindset.
Staff Supervision & Team Leadership
Revenue Generation
Operations Management
Financial Oversight by Managing budgets and operating costs
Develop and execute marketing strategies to increase bookings,
Ensure compliance with local regulations, safety, and health standards.
Develop and implement sales strategies to achieve revenue targets and
maximize profitability.
Develop a team of sales associates, ensuring they possess product knowledge
and excellent customer service skills.
Create and manage staff schedules, optimizing coverage during peak business
hours.
Ensure that the boutique's appearance, atmosphere and customer interactions
align with the brand's identity and values.
Develop and manage budgets for the boutique, controlling expenses while
maximizing sales opportunities.
Generate and analyze sales reports, identifying trends and opportunities for
improvement.
Provide ongoing training for staff to ensure a deep understanding of the
products and their unique selling points.
Oversee maintenance activities to address any issues promptly, creating a safe
and comfortable shopping space.

Enhanced Guest Satisfaction
Successfully resolved guest complaints, reducing negative feedback and
increasing positive reviews.
Organized and executed special events like private dinners, corporate
gatherings, and holiday celebrations, enhancing the restaurant's reputation as
a preferred venue.
Led daily operations to ensure smooth service flow, handling food orders
online and handling guest complaints.

Boosted Ticket Sales
Enhanced Guest Experience
Efficiently resolved guest issues and inquiries, ensuring a smooth entry
process.
Promoted Club Events
Revenue Generation
Analysed guest feedback and sales data, informing the planning and
marketing of future events and promotions.
Implemented a post-event survey process that collected valuable feedback,
leading to targeted improvements in guest experience and service.

Enhanced Call Handling Efficiency
Consistently maintained a professional and welcoming tone, receiving
positive feedback for exceptional customer service and communication skills.
Assisted in resolving guest inquiries and complaints effectively over the
phone.
Accurate Information Handling
Maintained up-to-date knowledge of services, promotions, and events,
providing
callers with accurate and timely information.
Coordinated with the front desk and concierge to fulfil special guest requests,
enhancing overall service quality

Answer, record, log, and process all guest calls, requests, questions, or
concerns.
Operate telephone switchboard station.
Process guest requests for wake-up calls, screening calls, do not disturb, call
forwarding, conference calls, TDD relay calls, and non-registered guest calls.
Advise guest of any messages received.
Monitor busy or unanswered lines, check back with callers on hold to update
status, and offer to take a message.
Receive, record, and relay messages accurately, completely, and legibly.
Activate/deactivate guest room message lights as appropriate.
Instruct guests on how to access the internet; transfer guests with problems to
provider's customer support line.
Test communications equipment to ensure it works properly.
Respond to special requests from guests with unique needs.
Contact appropriate individual or department as necessary to resolve guest
call, request, or problem.
Follow up with guests to ensure their requests or problems have been met to
their satisfaction. Dispatch bell staff or valet staff as needed.

Enhanced Call Handling Efficiency
Welcoming and helping guests throughout their stay. Ensuring that the
standards are being followed.
Showing guests our Whatever/Whenever service while they are with us, and
connect with them to be able to personalize that service, creating memorable
experiences.
Process all guest check-ins and check outs.
Assigning rooms and issuing and activating room keys
Process all payment types such as room charges, cash, checks, debit, or
credit.
Answer, record, and process all guest calls, messages, requests, questions, or
concerns in our whatever whenever department.
Run daily reports (number of arrivals, departures), identify any special
requests, and check reports for accuracy
Count bank at the beginning and end of shift.
Balance and drop receipts according to Accounting specifications
Follow all company safety and security policies and procedures; report
accidents, injuries, and unsafe work conditions to manager.