Customer Service Manager

AMANDA J. HOOK

***** ******* ****** ******, ** **717

732-***-**** ***********@***.***

Spa Manager

Highly competitive, detail-focused professional with more than 15 years of experience in management poised to bring talent and vision to a respected organization that values hard work, dedication, and results. Specialist in building business, expanding revenue, and improving processes. Uniquely gifted in training and motivating therapy staff to deliver the ultimate spa experience and convert satisfied clients into long-term members.

Team Leadership • Business Management • Building Relationships • Sales Management

Business Development • Customer Service • Staff Development • Process Improvement Recruiting & Retention • Training Facilitation • Problem Solving • Industry Knowledge

PROFESSIONAL EXPERIENCE

Equinox South Bay, Manhattan Beach, Los Angeles,CA. Sept 2015 – present.

Spa Manager.

Manage spa staff of 15 plus Spa desk staff of 6.

Conduct individual meetings to promote best ethics and customer retention and also grow each individuals business in the Spa.

Hire new practitioners and desk associates.

Train all staff to a high standard of customer service and to concentrate on clients coming back to Spa on a regular basis.

Check in and work with management of club and regional team on event and promotions.

Stock ordering and Inventory of product.

P and L for spa products and staff hours spent.

Checking on a daily basis targets and goals we are achieving and best practise to get these goals.

Motivating and working as a team to exceed expectations.

Took over this Spa In September and it was performing at 70% of its goal have increased the sales to 119% for the last 3 months and have over achieved on retail goal for the first time in 12 months.

EQUINOX ROLLING HILLS, Palos Verdes, CA 2014 – Sept 2015.

Spa Coordinator

Manage staff of six providing first class health and wellness service in busy gym/club with more than 2,800 members. Promote professional knowledge and personable attention.

Achievements:

Achieving or exceeding monthly goals consistently after gym only being at 30% of potential at time of taking over club leadership.

Trained therapists to maximize client experience and provide ongoing moral support.

HAND AND STONE SPA, New Jersey. 2011 – 2013

Lead Therapist

Orchestrated day-to-day operation of 18-room spa with over 2,000 members.

Recruited, trained, hired, monitored, mentored, and guided staff to professional excellence.

Achievements:

Opened spa for owners and drove membership to 2,000 in less than two years.

Trained more than 45 therapists and estheticians, including two lead therapists.

MASSAGE ENVY SPA, New Jersey. 2008 – 2010

Spa Manager

Led front desk staff and over 50 therapists to provide high standard of customer service, focus on sales targets, and deliver enriching spa experience to over 2,000 members.

Organized daily activities from phone calls to housekeeping.

Achievements:

Trained therapists on best practices, sales techniques, and converting clients into members in addition to teaching deep tissue massage and other professional modalities.

Crushed notorious record of continual turnover of therapists and forged culture of retention.

EDUCATION & QUALIFICATIONS

Associates Degree, Business Management, Kings Lynn College

Certified and Licensed as Massage Therapist in State of California

Trained in Reiki, Hospice, and Geriatric Massage, as well as Pre-Natal and Hot Stone

Past Experience.

Retail management for 15years and regional retail manager in London U.K. and the South of England.

References can be given at time of interview. Both from Managers, Owners and clients.

Contact this candidate