Overview
Work History
Timeline
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GENEVIEVE SMITH

Spa and Retail Manager
Livingstone,Southern Province

Overview

26
26
years of professional experience

Work History

Spa and Retail Manager

Radissonblu Livingstone Zambia - Amani Spa
Livingstone
11.2022 - Current
  • Pre-opening Team
  • Critical Path experience
  • Created, and implemented already structured SOP set out by Radissonblu and AMANI spa group
  • Assessed local market trends to identify potential growth opportunities
  • Training - Guest Relations, Treatment, Retail - conducted by me to enhance guest experience and maintain 5 Services at all times
  • Interview, trade tests conducted by me of new recruits
  • HR duties
  • Forecasting and Revenue experience
  • Marketing and PR preplanned yearly and implemented monthly
  • Spa Software experience and Microsoft Office proficient
  • Lead spa team to win La Novel Esthetique prize - Best Safari Spa - 2023
  • Controlling strict hygiene and doing weekly inspections of spa and equipment
  • Controlling daily cash up reports
  • Handling and interacting with guests creating a high satisfaction rating
  • Handling any complaints in a speedy manner and make sure service recovery takes place
  • Creating new treatments (when required) and implementing new SOP and training
  • Attended finance for non-finance managers as well as management workshops with Radisson Academy
  • Inviting media influencers to create content for resort and spa
  • Coordinated staff schedules based on business needs while ensuring adequate coverage during peak hours
  • Analyzed inventory levels and ordered stock as needed
  • Cultivated atmosphere of open communication to boost employee morale and proactively solve employee relations issues
  • Drafted weekly sales and inventory reports to inform management
  • Ensured compliance with company policies, procedures, and industry regulations
  • Fostered positive work environment for employees through teamwork initiatives

Assistant Spa Manager

OBLUX and OBLU SELECT
Male
04.2022 - 08.2022
  • Overseeing spa
  • Handling front desk operations
  • Handling complaints and assisting with service recovery
  • Scheduling therapists work schedules
  • Stock taking and ordering stock
  • Overseeing commission - therapists and GSA
  • Training therapists on LQA's and treatment standards SOP
  • Training therapists and GSA on Retail sales and Treatment techniques
  • Overseeing the gym department - assisting them with scheduling their workshops eg fool moon yoga, aqua aerobics
  • Motivated staff to reach daily, weekly and monthly performance goals
  • Ensured compliance with local health regulations by maintaining proper sanitation practices throughout facility
  • Managed day-to-day operations of spa, ensuring smooth functioning and high customer satisfaction
  • Coordinated special events at spa such as promotions, group bookings, or private parties
  • Conducted regular performance reviews for all staff members, providing feedback and guidance for improvement
  • Remained up-to-date on industry trends and advancements in spa treatments, incorporating innovative techniques into spa menu as appropriate

Spa Consultant

Spa Direct
04.2021 - 03.2022
  • Assisted spa company in marketing, developing new treatments, front line spa bookings, develop website

Spa Manager

Spier Wine Estate
Stellenbosch
08.2015 - 03.2021
  • Helped with spa pre-opening
  • Responsible for new hiring of staff members and Trade Tests
  • Training therapists on ethos of the company, conduct and manage trade tests for all the recruits
  • Full training retail and upselling
  • Maintaining high hygiene and controlling weekly inspections
  • Handling therapists work schedules and timetables
  • Stock taking and communicating with suppliers
  • Managing and controlling commissions and spa finances
  • Working closely with marketing department
  • Making sure the front desk is operating optimally
  • Provide highest quality guest service and resolve all guest concerns beyond their satisfaction
  • Managed day-to-day operations of spa, ensuring smooth functioning and high customer satisfaction
  • Created monthly reports outlining key performance indicators for both staff members and overall business progress
  • Maintained accurate records of employee schedules, time off requests, payroll information, and personnel files
  • Motivated staff to reach daily, weekly and monthly performance goals
  • Trained new staff members on spa procedures, treatments, and customer service standards
  • Analyzed sales data to identify areas for growth or improvement in both product offerings and service delivery methods
  • Sold services based on knowledgeable advice and great sales abilities
  • Maintained comprehensive understanding of spa services and product lines
  • Evaluated competitor pricing structures to ensure that spa remained competitive within market
  • Coordinated special events at spa such as promotions, group bookings, or private parties
  • Conducted regular performance reviews for all staff members, providing feedback and guidance for improvement
  • Kept spa operating optimally and meeting demand by setting weekly schedules
  • Oversaw spa inventory with associated ordering, restocking and accounting
  • Boosted revenue by helping implement ongoing advertising and monthly promotions

Spa Manager

Maiday spa
Somerset West
03.2014 - 03.2014
  • Managing and controlling commission and spa finance sheets for therapists
  • Maintaining high hygiene and controlling weekly inspections
  • Stock Taking and communicating with stockists
  • Handling therapists schedules and time tables
  • Marketing
  • Trade tests Overseen by me for new recruits
  • Handling complaints and feedback from clients

Senior Therapist

Table Bay Hotel
Waterfront
05.2008 - 11.2010
  • Handling all face and body treatments
  • Reaching retail and treatment targets set by management
  • Maintain high hygiene standards
  • Front desk duties
  • Stock taking
  • Participated in ongoing professional development opportunities to stay current with best practices in field of therapy
  • Established trust and rapport with diverse range of clients through empathetic listening, understanding, and respect
  • Assessed client progress and adjusted treatment plans as needed
  • Maintained detailed records of client sessions, progress notes, and treatment plans in accordance with professional standards
  • Developed personalized treatment plans for clients based on their unique needs and goals

Assistant Manager

Stillness Manor and Spa
Tokai
09.2006 - 09.2007
  • Overseeing all therapists and staff spa schedules
  • Maintain strict hygiene standards
  • Managing and controlling spa commission and finance sheets
  • Stock taking and stock ordering
  • Communicating with stockists on regular basis in regards to new product launches and training workshops that are offered for therapists
  • Handling all complaints and feedback from guests
  • Trade tests overseen by me for new recruits
  • Managing and controlling commission and spa finance sheets
  • Coordinated employee schedules to provide adequate staff coverage
  • Supported senior managers with day-to-day operational requirements
  • Supported recruiting, training, and professional development efforts
  • Coordinated schedules for staff to ensure adequate coverage during business hours
  • Assisted with hiring, training, and evaluating new staff members
  • Oversaw cash handling procedures, including opening and closing registers, making bank deposits, and reconciling daily sales reports
  • Conducted regular inventory checks and placed orders for supplies as needed

Head Therapist / Spa Co-Ordinator

Six Senses Spa Dubai
Dubai
06.2004 - 06.2006
  • Handled all face and body treatments
  • Stock taking and stock ordering
  • Handling all complaints and feedback from guests
  • Trade tests overseen by me for new recruits
  • Assisting front desk with bookings
  • Addressed concerns with targeted treatment plans
  • Organized files and records and handled other support tasks, freeing up managers to take on more pressing responsibilities
  • Collaborated positively with peers and other staff members to maintain friendly, supportive, and cooperative work atmosphere
  • Delivered exceptional customer service to bolster strong relationships and build positive experiences

Senior Beauty Therapist

Vitacare Pharmacy and Skincare Clinic
Waterfront
12.2003 - 05.2004
  • Handling all face and body treatments
  • Managing and controlling commission and spa finance sheets for therapists
  • Maintaining high hygiene and controlling weekly inspections
  • Stock taking and communicating with stockists
  • Assisted clients in selecting appropriate makeup, skincare, and fragrance products based on their individual needs and preferences
  • Resolved any customer complaints diplomatically to maintain long-term relationships and uphold store reputation for quality service
  • Coordinated with vendors to order necessary supplies or schedule in-store demonstrations for featured products
  • Managed inventory by restocking shelves as needed and ensuring all merchandise was properly displayed according to visual guidelines
  • Demonstrated products and advised customers on ideal application techniques
  • Communicated inventory issues and concerns to management for resolution
  • Attended industry trade shows and conferences to stay informed on new product launches and emerging beauty trends

Senior Therapist

Steiner Cruise Ships
01.2003 - 01.2003
  • Handling Therapists Schedules and Time tables
  • Stock Taking
  • Doing all advanced treatments e.g., slimming and facials
  • Public speaking promoting spa all spa services on board cruise ships
  • Reaching Retail Targets on Weekly basis
  • Assisting and training those who find it difficult to sell products
  • Handling and making bookings at front desk
  • Admin
  • Handling and controlling commissions and spa finance sheets for therapists
  • Training new recruits on Operational Procedures
  • Maintaining high hygiene and controlling weekly inspections
  • Developed personalized treatment plans for clients based on their unique needs and goals
  • Addressed concerns with targeted treatment plans

Senior Therapist

Steiner Cruise Ships
01.2002 - 01.2002
  • Handling Therapists Schedules and Time tables
  • Stock Taking
  • Doing all advanced treatments e.g., slimming and facials
  • Public speaking promoting spa all spa services on board cruise ships
  • Reaching Retail Targets on Weekly basis
  • Assisting and training those who find it difficult to sell products
  • Handling and making bookings at front desk
  • Admin
  • Handling and controlling commissions and spa finance sheets for therapists
  • Training new recruits on Operational Procedures
  • Maintaining high hygiene and controlling weekly inspections
  • Maintained detailed records of client sessions, progress notes, and treatment plans in accordance with professional standards
  • Assessed client progress and adjusted treatment plans as needed

Senior Therapist

Steiner Cruise Ships
01.2001 - 01.2001
  • Handling Therapists Schedules and Time tables
  • Stock Taking
  • Doing all advanced treatments e.g., slimming and facials
  • Public speaking promoting spa all spa services on board cruise ships
  • Reaching Retail Targets on Weekly basis
  • Assisting and training those who find it difficult to sell products
  • Handling and making bookings at front desk
  • Admin
  • Handling and controlling commissions and spa finance sheets for therapists
  • Training new recruits on Operational Procedures
  • Maintaining high hygiene and controlling weekly inspections

Junior Spa Therapist

Steiner Cruise Ships
01.2000 - 01.2000
  • Handling Therapists Schedules and Time tables
  • Stock Taking
  • Doing all advanced treatments e.g., slimming and facials
  • Public speaking promoting spa all spa services on board cruise ships
  • Reaching Retail Targets on Weekly basis
  • Assisting and training those who find it difficult to sell products
  • Handling and making bookings at front desk
  • Admin
  • Handling and controlling commissions and spa finance sheets for therapists
  • Training new recruits on Operational Procedures
  • Maintaining high hygiene and controlling weekly inspections
  • Customized facial and body treatments to craft truly personalized sessions and achieve desired results
  • Participated in ongoing training workshops to expand skillset as esthetician

Timeline

Spa and Retail Manager

Radissonblu Livingstone Zambia - Amani Spa
11.2022 - Current

Assistant Spa Manager

OBLUX and OBLU SELECT
04.2022 - 08.2022

Spa Consultant

Spa Direct
04.2021 - 03.2022

Spa Manager

Spier Wine Estate
08.2015 - 03.2021

Spa Manager

Maiday spa
03.2014 - 03.2014

Senior Therapist

Table Bay Hotel
05.2008 - 11.2010

Assistant Manager

Stillness Manor and Spa
09.2006 - 09.2007

Head Therapist / Spa Co-Ordinator

Six Senses Spa Dubai
06.2004 - 06.2006

Senior Beauty Therapist

Vitacare Pharmacy and Skincare Clinic
12.2003 - 05.2004

Senior Therapist

Steiner Cruise Ships
01.2003 - 01.2003

Senior Therapist

Steiner Cruise Ships
01.2002 - 01.2002

Senior Therapist

Steiner Cruise Ships
01.2001 - 01.2001

Junior Spa Therapist

Steiner Cruise Ships
01.2000 - 01.2000

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GENEVIEVE SMITHSpa and Retail Manager