Farida Ashraf

PERSONAL DETAILS

+971-*********

acwz21@r.postjobfree.com

Availability Immediate

Visa Status Visit Visa

Birth Date 03/09/1984

Marital Status Single

Experience 8+ years Dubai

SUMMARY

Resourceful spa manager with 8+ years of experience in Dubai successful in building,

motivating and leading high-performing teams. Focused on Spa/Salon daily operations,

product sales and customer service expertise. Managed operations of high-end spas

and salons supervising a team of over 25 staff including therapists, hairdressers, nail

technicians, floor runners, and receptionists. Managing financial records and reporting

to the CEO.

HIGHLIGHTS

Financial Policies Customer Service/Customer

appreciation

Inventory Oversight Staff training/Coordination

Marketing promotions Planning and Control

Reservation/Sales Operational Management

Motivation/Adaptability Reception/Call centre operations

EXPERIENCE

Spa Manager 01/2012-11- Recent

employment

Nstyle Lounge DCC Mall Dubai

Customer Service Satisfaction: To keep a strong client base and ensure customer satisfaction.

As a spa manager, I must talk to clients with a friendly tone and engage them in conversation. If

a client is disgruntled with a service, address her with a polite and apologetic response, making

every attempt to resolve the issue. Greet customers when they enter the spa, making eye contact

and showing genuine interest in their beauty care needs.

Staff Training and Supervision: Responsible for training and supervising staff. As the

staff manager, I must ensure that employees dress according to salon standards,

conduct themselves professionally and follow spa rules. When these standards aren't

met, the responsibility falls on me to reprimand the offending employee.

Revenue Management: Contribution analysis: Identifying which treatments are more profitable

for the spa and the contribution weight of a treatment within the total spa/salon income.

Productivity management: Knowing the period where incomes are the highest and which is the

treatment least sold and what day of the week has more demand. Additional sales follow-up:

Besides the treatments, getting clients to spend more in products, gifts and accessories and

ensure we have a proper system to keep track of extras by type of client and that my team is

prepared to sell. Cost management: Know how of how to better control costs and how to reduce

the time between two treatments and to promote the treatment with higher profitability.

Treatments Management: Ensure all treatments offered are up to standard and regulations and

are offered within safe and private environments in accordance with the Dubai Municipality

Guidelines to avoid fines and penalties e.g. Skin/Beauty, Hair, Body, Nail Care, Weight loss

programs and Moroccan baths.

Spa Upkeep Management: Ensure the facilities are well-maintained. As the manager, I

establish policies that require my technicians to sweep up the floors, treatment rooms,

bathrooms; storage areas etc after every treatment organize their workspace and

discard trash. Ensure floor attendants clean the floors, work stations, and sink areas

and mirrors on a regular basis. I creatively design the waiting area so current reading

materials and comfortable seating are available to my clients.

Financial Policies Management: Adhere to the owner's financial policies and ensure

that all technicians and front desk follow those guidelines. Keep financial records,

ensure spa invoices & daily closing sales report are balanced and also sent to the

CEO at head office on a daily basis.

Inventory Management: Ensure that retail products and other cosmetics are available

for customer purchase, and professional products for treatments use. Inventory of our

product lines, thus letting me know what products are most popular and what products

need to be ordered and re-stocked and keep inventories.

Spa Productivity Management: Knowing the period where incomes are the highest

and which is the treatment least sold and what day of the week has more demand.

Additional sales follow-up: Besides the treatments, getting clients to spend more in

products, gift vouchers, accessories ensure we have a proper system to keep track of

extras by type of client, and that my team is prepared to sell (Up selling.)Cost

management: Knowing how to better control costs and how to reduce the time between

2 treatments and to promote the treatments with higher profitability.

Spa-Call Centre Management: Answering incoming internal calls to greet, schedule

appointments, and service clients in a friendly and professional manner. Attentiveness

and promptly respond to clients needs on phone. Explanation of Spa products, services,

and treatments to clients and assist them with determining their individual needs.

Initialization, development and maintain personalized relationships with clients.

Efficiency in responding to member questions, comments, and concerns. Activity

suggesting upgrades or up-sells to services. Completing outgoing confirmation calls

daily. Actively communicate the Spa location, Sales & Promotions. Monthly Promotion

and selling Spa products, services, treatments and encourage clients repeat business.

Promote all Fitness programs, products, and services.

Spa Supervisor 02/2009-12/2011

Emirates Airline Timeless Spa Dubai Terminal 3

Airport

Ensure that the guests and visitors of the Spa receive the full range of advice

and services covering professional beauty, health spa, specialist treatments, that

accurate recommendations are made to ensure they receive requested and appropriate

treatments and client billing done efficiently.

In liaison with the Spa Manager, planning new treatments and techniques,

maintaining continuity of internal services, including, laundry and cleaning services to

promote increased sales, promote new packages and up-selling. This includes the daily

supervision of product sales and display, product stocks and distribution to

aestheticians. Control product stocks and ensure minimum wastage.

Have a clear understanding of the impact of treatments and services on the

health, well being, appearance, and medical conditions of their guests, and to make the

necessary recommendations to guests for their treatment regimes

Control and monitor the spa reception and switchboard, ensuring welcome,

consultation and associated services within this area. Assist in the routine daily and

weekly inspections of all treatment rooms for health and safety considerations, as well

as the hourly inspections needed to ensure treatment readiness prior to guest

treatments.

Managing spa call centre: Answering incoming internal calls to greet,

schedule appointments, and service clients in a friendly and professional

manner, maintain personalized relationships with clients and efficiency in

responding to member questions, comments, and concerns.

Additional sales follow-up: Besides the treatments, getting clients to spend

more in products, and gift vouchers and accessories and ensure we have a

proper system to keep track of extras by type of client and that my team is

prepared to sell.

Ensure that retail products and other cosmetics are available for customer

purchase, and professional products for treatments use. Keeping inventory of

our product lines, thus letting me know what products are most popular and

what products need to be ordered and re-stocked and keep separate

inventories.

Senior Call Centre Agent- Guest Service Agent (Promotion) 03/2006

-10/2008

Vida Hotels and Resorts

Dubai

Performing Standardized Check in and Check-Out Procedures for guests/groups

as well as VIP guests, registration cards filed and maintain guest profile

information for clients, company, agent and updated daily and oversee call centre

smooth operations.

Proficiency in Opera: System Rate availability is adhered to daily, updated,

capture and maintain accurate information in the Opera System, ensure the

security system is adhered to and all relevant guest account information is

checked and prepared.

Ensure Procedures relating to groups and guest payments is adhered to

and credit limits checked.

Exchange rates correctly calculated and Audit requirements for Front Office is

implemented, deviations reported on Cheques, forex,credit limits as well as third

party payment policies are adhered to.

All floats and banking is balanced daily and Stationary and stock is ordered and

kept within budgetary limits

Maintain accurate data for Frequent Guests and Process administration related

and Enrolments as per Frequent Guest procedures and Standards.

Guest complaints received in line with guest related security issues are adhered

to and Security of keys is maintained in liaise with the security department.

Maintain a professional image and appearance is maintained at all times in

accordance with the dress code. Grooming code and Departmental meetings and

Briefings are attended and follow up action taken where required.

Ensure all Guest requirements are anticipated, prepared for and expectations

exceeded and Incoming and Outgoing telephone calls to be handled

professionally and liaising with other departments for smooth service delivery.

To prepare the departmental documents & reports for the executive office,

for filing, the day's meeting & briefing documents of the front office team.

EDUCATION

Kericho Tea Secondary School - High School Certificate

Technology Frontiers College Computer Application Certificate

REFFRENCES:

Available upon request

Contact this candidate