Guest Experience Scheduling Coordinator

Silvia Calderon

*** **** ********** ****** * Delray Beach, Florida 33445

******@*****.*** 561-***-****

Executive Profile

Managed a profitable spa, salon and gym with over 100+ employees, supervisors and managers. One of my key strengths is in developing menus of comprehensive services that consistently generate incremental revenue. In addition, my focus was on maintaining a strong and efficient staff. My 25+ years of experience in the hospitality and spa industry has consistently enhanced my management skills.

Skill Highlights

Guest experience enhancement – Monitored guest feedback. Trip Advisor awarded Lapis Spa and Salon “The Best Spa for 2013, 2014, 2015, 2016, 2017, 2018.” Miami Magazine “Best Manicure/Pedicure in Miami”, rated Best Spa in Miami by Travel Magazine, Forbes 4-Star rated.

Leadership communication skills – Recruiting/training/retaining staff with a $9.5 mm budget.

Supporting Company’s best practices – Monitored revenue and controlled expenses.

Core Accomplishments

Successfully launched a well-received program of professional development courses for all staff.

Mentored and coached employees resulting in a 12% increase in productivity, and minimum turnover.

Highest positive response on Employee Surveys throughout the hotel

Since 2016 delivered 34% of all combined spa services during Miami Spa Month Program.

Professional Experience

John The Greek Painting 2019 – Present

Scheduling Coordinator

Liaison between the clients and the crew (average of 14-17 crew groups)

Continuous communication with contracted clients to learn particular details of their projects that may affect the starting of the project, color selection, other trades on the property.

Assigning appropriate crew to the project(s) considering the timeline of the project and number of crew needed for the project (Residential or Commercial).

Confirming with the client the date and time for the commencement.

Scheduling, confirming and sharing with the crew the Work Orders.

Recording all materials purchased for all the projects into the system (QuickBooks); including filing of all the documents in client’s files, vendors files and e-filing.

Constant communication with paint vendors to ensure materials were coded to the appropriate job numbers.

Reconciled at the beginning of the month all receipts by separate vendors to match vendor’s statement then to proceed to make payments to those statements.

Developed the Employee Handbook for the company

Developed forms for the staff to use for example: Time Off requests, Discrepancy of Payroll form, Interview Form for hourly staff, management and Subcontractors.

Developed an Interview Form, interviewed and hired candidates for Administrative and Subcontractors positions.

Developed and delivered Orientation Manual to On-Board Subcontractors in English and Spanish.

Developed Standard Operating Procedure (SOP) for numerous tasks in the office.

Developed Job Descriptions for all the positions in the company.

Developed office schedule for all administrative staff.

Developed internal inventory system for warehouse materials and office supplies.

Closed client’s files for the company by detailing on payments and expenses.

Lapis Spa at the Fontainebleau Resort 2009 - 2019

Assistant Director of Spa Operations

Effectively managed the day-to-day operations of spa, salon, gym operations to include maximizing staff utilization, promoting exceptional guest service and to ensure consistent guest satisfaction.

Participant of sales, marketing, services programming, fitness classes, conducting inventories, interviews, continues training, counseling and evaluating staff.

Spearheaded weekly meetings with departments of the hotel to promote exposure of our facilities and professional services to Meeting Planners. Results: 24% increase in revenue.

Accountable for the delivery of professional services including overall customer and staff satisfaction surpassing departmental goals.

Developed and directed strategy for launch of innovative spa and salon services that became #1 in the market 11 months after launch.

Lapis Spa at the Fontainebleau Resort 2008- 2009

Spa Consultant

The Palms Spa 2008

Spa Director

Spa Palazzo at Boca Raton Resort and Club 2002 - 2008

Assistant Spa Director

Saturnia Spa at Doral Resort and Country Club

Spa Services Manager 1999 - 2002

Spa Guest Services Manager 1997 - 1999

Languages: Fluent in English and Spanish

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