Spa and Recreation Manager

NENY TRISNAYANTI SCHWARZHAUPT

SENIOR SPA MANAGEMENT PROFESSIONAL

Senior Professional with more than 17 years international experience in Spa Operation Management and Spa Therapy. A sufficiently experienced hospitality professional with extensive skills in broad areas related to Spa and Wellness, pre-opening, leading people, project management, effective communication, quality management, hiring, development, budgeting, generated revenue and customer service. Good organizational skills, ability to manage time effectively, perform well under pressure and paying attention to details. PROFESSIONAL EXPERIENCE

AL RAHA BEACH HOTEL

February 2020 – Present

Spa and Recreation Manager

Responsible for co-coordinating the delivery of all recreational and spa facilities and services, providing service excellence to all hotel guests and club members. Provides guidance, direction and support to colleagues within the Recreation and Spa Department.

Ensures the safe and efficient delivery of all recreational and spa services and facilities to hotel guests and recreation members at all times.

Responsible to ensure the utmost due diligence is

practiced by self and all Recreation and Spa colleagues in regards to the safety of all hotel guest and recreation members whilst using the facilities.

Ensure self and all Recreation and Spa colleagues have complete knowledge of all recreation and spa services, facilities as well as other hotel services and facilities. Ensures that all hotel guests and recreation members are provided with the correct information and knowledge on use of the facilities as well as club rules and regulations for the safety and convenience of all users.

Conducts daily inspections of all recreational and spa facilities and surrounding areas to ensure the highest levels of cleanliness and all equipment’s are kept in a good state of repair.

SPA AND RECREATION MANAGER

LANGUAGES SPOKEN:

English, Indonesian and German

CONTACT:

Mobile: +971-*********

Email Address:

****.***********@*****.***

Driving License: No 1602246,

Dubai, UAE

PERSONAL DATA:

Date of birth:

23 November 1978

Gender: Female

Nationality: Indonesia

Working in conjunction with the Sales & Marketing

department creates sales and marketing plans to

promote membership and recreational and spa services. Working in conjunction with the Sales & Marketing

department attends sales calls to promote membership and recreational and spa services.

Participates in local community events as relevant to promote corporate social responsibility as well as create awareness of the Recreation and Spa.

Conducts performance evaluations as required regarding colleague probation periods, annual performance

reviews, promotion or transfer consideration and salary reviews.

Co-ordinate the preparation of the departmental annual budget and work to achieve the budget by monitoring and controlling the departmental operations, considering revenue and expenditure.

On an ongoing basis, control and analyses departmental costs to ensure performance against budget;

implementing corrective measures where necessary to produce positive business results.

GRAND MILLENNIUM DUBAI, UNITED ARAB EMIRATES

March 2018 – Jan 2020

Cluster Spa and Recreation Manager

Plan, organize, and manage the operation and

administration of the Spa, Gym and recreation.

Responsible for interviewing and hiring new staff

members

Maintained a high level of communications and ability to negotiate contract and pricing with our distributors Collaborated with marketing team to seek

opportunities to increase sales and generated

successful marketing ideas

Prepared annual budget and participated in monthly reviews with Finance team

Generated and increased Spa revenue

Full responsibility of P&L reports

Design, create the Sop’s, train the staff, budgeting and setting up of the system and menu as part of pre-

opening team.

Provide input for the design, development and

renovation of the Spa facilities in alignment with the industry trends and directions provided by the

company to enable the creation of competitive and

high-quality facilities.

Motivate and train all Spa associates for the provision of excellent therapy services to guests and maximize of their Spa experience, by advising correct

treatments and offering full product knowledge, in accordance with Spa protocol and accepted

certification practices.

AWARD & ACHIEVEMENTS:

Employee of the month in Ritz-

Carlton Bali

Employee of the month in Shangri-

La Hotel Dubai

Delight Customer impression

Best review Trip Advisor in Desert

Palm Hotel

Best Trainer nomination in Desert

Palm Hotel

Appreciation and recognition of

outstanding work and Remarkable

dedication to the success of Palma

Beach Resort

The best of Spa Heritage Hozpitality

Award in Palma Beach Resort

Appreciation of outstanding and

department achieving the best

revenue in Grand Millennium Dubai

Part of the Management Team

awarded as Spa Goers Favorite in

Middle East by Spa Finder

Part of the Management Team

awarded as Top 10 Best Spa Hotel in

the World by Hozpitality Award

Part of the Management Team at Ritz –

Carlton Bali awarded as Green Leaf

Foundation Top to the protection of

environment

COMPUTER SKILL:

Data Management with Microsoft

outlook

Microsoft Windows, Word, Excel and

PowerPoint

Fidelio System

Micros System and Touché system

Opera System

Spa Connect System

Spa Soft System

Ikosoft System

Shedul System

Manage the daily operation of the Spa, reviewing and ensuring that all facilities operate according to

standards, the employment shifts are arranged

according to the operation’s needs, administration of guests (e.g. bookings, payments, data base update) is performed accurately and that the inventory of the required supplies/material is always at the necessary level to enable the effective operation of the Spa. Ensure customers and guests receive friendly and

consistent personalized service from all team

members in order to promote the Group reputation of excellence and devotion for a luxury experience to all of its guests.

Review that all Spa facilities, personnel and services are in compliance with the processes and procedures of the company, the regulations set by the local

legislation and are equipped with the necessary

supporting documents and license, in order to enable the safe, legal and uninterrupted provision of services. Monitor the performance and effectiveness of the

designed wellbeing programs of the Spa, including

financial performance, guest feedback, Mystery

Shopper, etc., identifying areas for improvement and introduce modifications or new ideas to meet the

lifestyle aspirations of the Spa guests, increase the Spa customers and advance the Spa’s reputation.

Contribute to the preparation of the Spa budget and monitor the financial performance versus the budget so that areas of unsatisfactory performance are

identified, rectified promptly and potential

performance improvement opportunities are

capitalized upon.

PALMA BEACH RESORT AND SPA, UM AL QUWAIN,

UNITED ARAB EMIRATES

2016–2018

Spa and Recreation Manager

Manage and administer all Spa, Gym, Pool, Bowling

Club and Recreation operations in the Resort to

include guest service, product quality and innovation, merchandising and marketing generation, inventory

management and cost controls, budget and forecasting, report generation and facilitation

Increased treatment and membership revenues

Purchasing & Cost Control: Profit & loss monitoring – coordinate with accounts dept. on any irregularities in the financial statement of the department. Whilst also assisting in driving revenue. Budget monitoring – ensure that expenses are being monitored on a daily basis. Inventory monitoring – ensure that all products are of good standard are delivered on time. Basic product statistic reports –create product discrepancy report and

consumption that needs to be monitored. How to accurately project and compare monthly purchases to cost of sales by department. Product margin analysis – distribute reports to calculate profitability of each product and service. Assist in TRAININGS ATTENDED:

Certificate of Emergency first

response first aid and CPR

Certificate of Excellent of Leadership

2015

Certificate for Train the trainer in

Shangri-La Hotel

Certificate attendance for

introduction, first aid, Sport &

Recreation procedure, Guest

Relation, Rule and Regulation

emergency procedure

Handling guest complains

Certificate for select the Star

Fire & Safety Training

OPI Manicure / Pedicure – Dubai,

United Arab Emirates

Completed Great Leadership Training at

Certificate of Achievement

Eminence Spa Treatments and Products

Knowledge Training. Desert Palm Dubai,

2015

Kristen Florian Spa Treatments and

Products Knowledge Training. Desert

Palm Dubai, 2014

Sodashi Spa Treatments and Products

Knowledge Training. Al-Maha, Dubai,

2010

Babor Spa Treatments and Products

Knowledge Training. Al-Maha, Dubai,

2010

7 chakra relaxation treatment using

Arabian herbs. Dubai, 2009

Customer Delight Program. Shangri-La

Hotel, Dubai, 2008

Trainer skills 2 and knowledge training.

Shangri-La Hotel, Dubai, 2008

Customer Delight Programs. Shangri-La

Hotel, Dubai, 2008

Spa Treatment Course–Puspa Spa Training

School. Bali, Indonesia, 2007

Trainer skills 1 and knowledge training.

Shangri-La Hotel, Dubai, 2007

CBC Botanical Treatments Certification.

Dubai, 2006

Biodroga Spa Product Certification. Dubai,

2005

Casmara Spa Treatments and Product

Knowledge Training. Dubai, 2018

Alissi Bronte Treatments and Products.

Dubai, 2019

Traditional Chinese Medicine Concept.

Dubai, 2003

Eminence treatment and product

monitoring financial statements which includes preparation of Spa budgeting; Capital expenditures & profit & loss operation expenses monitoring. This also includes

yearly/monthly comparative reports, ratio & statistics. Prepare all orders for professional and retail Spa products. Staffing & Management: Internal staff incentive programs to inspire performers, mentoring, recognition, training and many more. Incentives are given to achievers and

recognized. Spa attendant and store keeper management - how to measure productivity and how they can perform well by daily coaching, monitoring and training. Staff

administrative assistance such as creation of Job

descriptions, accountability of each staff and effective roster preparation. Assistance in reviewing roster is done on a monthly basis to assure full staffing on busy season. Prepare and monitor staff incentive reports.

Operational Issues: Interpreting and producing weekly reporting data on product discrepancy and stock issuance discrepancy. Nurturing and maximizing good supplier relationships, documentation and process handling, with a control par stock system in place. Flexible and proactive to change in the daily operation, ensuring effective

communication in staff meetings. Accurate inventory control and monitoring by implementing monthly stock take

records. Monitors all consumables and guest supplies on a daily basis.

DREAMWORKS SPA, DUBAI, UNITED ARAB EMIRATES

2015 – 2016

Spa and Quality Manager

Manage a team of 80 employees and 14 branches

Implement and coach therapist and receptionist on

adopting the total quality management system across all the branches

Conducts weekly audit to ensure compliance across all Spa’s and brand standards

Executes the necessary decisions to keep branch

moving forward toward achievement of goals

Directs property quality efforts to address critical customer requirements

Assists with company-wide implementation of

company best practices

Facilitates process improvement, assuring use of the systematic processes, and improvement is achievable and measurable

Ensures that management practices at all levels are aligned with quality tools by providing training in quality sciences

Uses data collection methods to compile, display, track, and analyze defect trends

Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer

To reviews guest feedback with leadership team and ensures appropriate corrective action is taken

Respond and handles guest problems and complaints

Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction

EDUCATION:

CIBTAC, BABTAC & ITEC CHAIR, DUBAI,

UAE – 2014

Spa Therapy International Registered in

England no 01293645

SPA MANAGEMENT, BALI, INDONESIA -

2013

Bali Bisa. Leading Spa Therapy

International School, CIBTAC accredited

Purchasing, Communication, Human

Resources, Training, Standards and

Service, Spa Menu, Guest Service

Philosophy, Front Desk Operation,

Financial Matters and Marketing

GERMAN IMMIGRATION AND

LANGUAGE CLASSES FRANKFURT &

HANOI - 2011 – 2012

Akzente Language School Frankfurt,

Germany

Goethe Institute Hanoi, Vietnam

Language proficiency in spoken and

written German. Cultural conditioning to

European Society

SHANGRI-LA SPA ACADEMY

MANILA, PHILIPPINES - 2008

CIBTAC and ITEC Accreditations

Basic Spa Therapist Training, Traditional

Philippine “Hilot” Massage, Healing Hot

Stone Massage, Spa Retailing and

Customer Delight Program

P4B HOTEL AND TOURISM SCHOOL

BALI, INDONESIA – 1999

Diploma in Food and Beverage Hotelier

Tourism Core curriculum in hospitality

services

REFERENCES:

Ms. Clarissa Leonin, HR Manager Palma Beach

Resort.

contact number: 050-*******

Mr. Ahmed Hasem, General Manager Palma

Beach Resort

contact number: 009**-*********

Mr. Bilal Mehdi, HR Director Grand Millennium

Dubai

Contact number: 050 - 3968485

Models service behaviors that meet or exceed guest expectations

Conduct and attend any necessary training courses in- house or external

Ensure that Company Policies are followed at all times Conduct regular audits and reports back to General Manager Instigate regular one on one staff meetings to motivate and be aware of staff needs and aspirations Implement and live staff motivational tools as a leader, analyzes issues and identifies trends Set a standard at all times in professionalism, appearance and attitude as expected Responsible for the cleanliness of the immediate work area as well as the general property DESERT PALM HOTEL AND RESORT, MINOR GROUP

DUBAI, UNITED ARAB EMIRATES

2013 – 2015

Acting Spa Manager

In-charge of quality control and implementation of Standard Operating Procedures Liaison with senior resort management for formation of Spa budgetary goals Liaison with Spa management team for surveillance of revenue Supervision of Spa staff in their daily duties

Human Resource management in the Spa facilities, including staff scheduling Profit & Loss Monitoring – Coordinate with Accounts Dept. on any irregularities in the Financial Statement of the Department. Whilst also assisting in driving revenue. Budget Monitoring – Ensure that expenses are being monitored on a daily basis. Inventory Monitoring – Ensure that all products are of good standard are delivered on time Product Margin Analysis – Distribute reports to calculate profitability of each product and service Inventory control and coordination with vendors

Supervision of efficiency in client scheduling and therapy time utilization Coordinating Spa Team training and documentation of competencies Supervision of Licensing Regulations of Staff with local licensing authorities Team leader for all services provided at the Spa facilities Performance of daily Spa services, including: massage, facial, body treatments, etc. EMBELLIE SPA AND SALON, DOHA, QATAR

2012 – 2013

Assistant Manager

Promotion of Spa services and sales of products to achieve monthly revenue targets Coordination with IT department to upgrade and manage the Spa Website Management of staff scheduling and coordination with HR department In-charge of quality control and client satisfaction Dealing with client complaints and feedback

Sourcing high quality products, stock and linen

In charge of all equipment, repairs, redecorating and general maintenance Coordination and usage of contingency budget

Drafting and maintenance of all inventories for Spa & Salon and staff accommodation Carrying out disciplinary action when warranted

Coordination of vendor activities, supplier status, stock checks and order follow up In charge of all staff training and development

Updating and implementing all standard operating procedures Performing a variety of massage, facials, manicure / pedicure and body treatments when no therapists are available

Maintaining high level of personal competency in all Spa related services Participation in local conferences and continuing education for upgrading skills AL MAHA LUXURY RESORT AND SPA, DUBAI, UNITED ARAB EMIRATES 2010 – 2012

Head Therapist

Oversee all aspects of daily spa management and spa personnel In-charge of inventory control

Coordinating supply orders and maintaining log books Monitoring costs and implement measures for reduced spending Production of monthly incentive reports

Enforcement of company rules and regulations with staff members Responding to staff complaints and coordination with HR department Team leader for staff training programs

Performing personal services in a variety of massage, facials, body treatments, reflexology, manicure, pedicure, etc. Assisting customers with selection of spa services and ensuring optimal service delivery Participation and coordination of all promotional marketing activities- Team Leader for Quality Control and provision of the highest standard of service by closely monitoring room settings, hygiene and staff performance

Attendance of weekly strategic planning meetings, with presentations for increasing revenue, decreasing cost and enhancing staff efficiency

SHANGRI-LA HOTEL, DUBAI, UAE

2003 – 2010

Senior Spa Therapist

Overseeing all aspects of managing spa and personnel Closely monitoring inventory control by product supplies and maintaining logs Preparation of monthly incentive summaries

Personal performance of a variety of massage therapy techniques including Aroma Vitality Massage, Swedish, Balinese, Hilot, Shiatsu, Thai massage, Chi balance, Sports, Raindrop, Hot Stone, Aroma Therapy, 4-Hand and Reflexology.

Personal performance of facials, body treatments, manicure and pedicure Assisting customers with selection of spa services and ensuring optimal service delivery Product promotion, including marketing of moisturizing, deep cleansing, executive and firming facials. Marketing of honey & milk wraps, Chi skin polish, detoxifying body wraps, body scrubs, eye treatments, Chi foot and hand care Participating in all promotional marketing activities Performing spa personnel training and development

Maintaining monthly training reports of personnel

In-charge of Quality Control and provision of the highest standard of service by closely monitoring room settings, hygiene and staff performance

Conducting all administrative tasks required by the department and ensuring all employees attend work on schedule

THE RITZ CARLTON BALI RESORT AND SPA, BALI, INDONESIA 2000 – 2003

Spa Therapist

Marketing of Spa products and services to the client Closely monitoring products usage and supplies inventory Preparation of treatment rooms and ensuring cleanliness / hygiene Evaluated client’s specific needs and expectations to determine the best appropriate services and products to achieve satisfaction

Interacting with spa team members to provide a seamless customer experience Maintaining an exemplary professional standard in dress, personal grooming and health Performing a variety of massages, facials, body treatments and reflexology HOLIDAY IN RESORT AND SPA, BALI, INDONESIA

1999 – 2000

Spa Therapist

Oversee all aspects of the spa treatment rooms, changing rooms, steam room, sauna rooms and Jacuzzi Handling reception area duties, including opening and closing for each day Performing a variety of massage treatments to include body treatments, facials, manicure / pedicures, hair treatments, waxing and reflexology

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