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