Manager Customer Service

Stephen Reid

Objective

To gain employment and start a successful, long term career in Las Vegas.

Education

Degree: BA Management and Accountancy

University Of Greenwich, 1999 - 2003

A-Levels: A - Business Studies

B - Accountancy

Barking Abbey Sixth Form College, 1997 - 1999

GCSE: 9 GCSE grades A-C Including English, Mathematics and Science.

Barking Abbey Comprehensive School, 1994 - 1997

Health, Fitness and Management Qualifications

Diploma in Health Management

WABBA Fitness Instructors Award

WABBA Senior Fitness Instructors Award

WABBA Certificate in Nutritional Studies

WABBA Certificate in Advanced Sports Programme Writing

WABBA Certificate in Advanced Fitness Assessments

WABBA Certificate in Advanced Weight Training and Kinesiology

UEL/PEA Certificate in Exercise and Nutrition

UEL/PEA Certificate in Health Studies (Includes fitness for life)

YMCA Certificate in Fitness Instructing - Level 2

REPS Instructor Level 3

TRAINSMART Certificate in Advanced Cardiovascular Training Principles

I also hold numerous other qualifications including First Aid, Fire

Fighting, Life guarding, SCC and many more.

Work Experience

La Serena Spa, The Reefs, March 2010 - June 2010 Spa Director

This position gave me control of and responsibility for the revenue, guest

services and operations of the spa. I oversaw the set up of procedures

including all marketing, financial performance reporting, daily operations,

staffing and stock control. I enjoyed my time here and the spa enjoyed

considerable success. Revenue climbed significantly over the period and

the spa won numerous awards from Conde Nast and the Bermudian Magazine.

This position also required me to handle all administration duties, payroll

etc. During my time there I have reported directly to the Managing

Director and the owners. My employment here was cut short due to the

unfortunate financial situation at the resort.

Steiner Leisure Limited and Carnival Cruise Lines,

March 2005 - October 2009, Fitness Director & Spa Manager

After joining as Fitness Director in 2005 I was promoted to Spa Manager in

2007. From then on I managed three different Spas with Carnival Cruise

Lines. On the Carnival Destiny I was able to increase revenue 32% over a

period of two months through marketing to attract additional business and

by improving guest services to increase repeat business. As Spa Manager on

the Carnival Ecstasy my team and I enjoyed huge success, we were number one

in the fleet for both revenue and customer services for 19 consecutive

cruises, something we are very proud of. The spas maintained $400,000 -

$700,000 of professional and retail stock at any one time, had revenues of

between $65,000 - $95,000 a week and a team of around 22 stylists,

therapists and personal trainers. My responsibilities included training the

team, improving customer service, stock control, financial reporting,

monitoring and supporting the team and of course scheduling of treatments

from the front desk.

Greenwich Leisure Limited, August 2003 - October 2004, Graduate Manager

This position required me to hold a different management position in a

different pool or leisure facility every few months. I would troubleshoot

and improve operations by providing a report to the senior management with

recommendations on how to improve their product or service in each

location. Examples of these included managing lifeguard teams, cleaning

teams, membership sales teams, fitness teams and generally managing the

fitness facilities gyms and pools across the greater London area. My

knowledge of the leisure industry has improved dramatically as a result of

this and that can only benefit me in my future career, this experience

required me to be extremely flexible and dramatically improved my

managerial and communication skills.

Interests and Activities

In my spare time I play a number of sports as well as adhering to a strict

weight training and cardio training program. I have also taken part in a

number of charity fundraising events which I find both satisfying and

enjoyable.

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