Nomfundo Nomfy Mlambo
Manhattan Tower, Jumeirah Village Circle, Dubai UAE
DOB: 09 June 1989
Nationality: South African
Highly-skilled and determined Spa Operations Manager with extensive experience in Operations, team management, treatment quality, and Book4time set-up for pre-opening. I always provide a positive, tireless work ethic to all tasks for effective, and efficient operations to ensure high quality of guest experience. Excellent communication skills and leadership abilities to motivate driven staff to consistently meet quality of standards.
National Diploma - Somatology, Durban University of Technology, South Africa (2009-2011) Modules: Soma Techniques, Anatomy & Physiology, Biotics, Business Studies, Science, Nutrition. WORK HISTORY
Talise Spa, Madinat Jumeirah, Dubai UAE
Spa Operations Assistant Manager (January 2019 - date) o To oversee and be responsible for the Therapists, GSE, Reservations, and Spa Attendants. o Ensure the team follows correct standards laid out in LQA and Jumeirah standards. o To be a point of contact for the spa team and assist in resolving issues either guest or team related. o Spa guest relations, handling all guest complaints and overseeing TripAdvisor. o Innovation and creativity during the change of booking system from ResortSuite to Book4time. o Manage all corporate bookings in the spa and liaise with Hotel management for all VIP Bookings. o Update and upload any new treatments and products into the booking system. o Conduct and oversee team briefings.
o Assist all team members with career development, yearly appraisals, disciplinary requirements. o Uniform, grooming, service and treatment quality checks. o Daily checks of reception, facilities, treatment rooms and ensure to address concerned areas with concerned departments (Engineering/Landscape/Housekeeping).
o Update therapist weekly roster, oversee GSE and Spa attendants roster scheduling, and plan/approve all teams vacations throughout the year.
o Assist in recruitment and planning of training for all spa teams. The St. Regis, The Westin Dubai - Al Habtoor City, Dubai UAE Spa Supervisor (December 2016 – December 2018)
o Conduct training and demonstrations.
o Oversee press visits, PR and VIP visits.
o Responsible for opening and closing procedures.
o Attend management meetings Assist in recruitment, training, discipline, development and appraisal of spa therapists and Attendants.
o Motivate and communicate with all subordinate staff. o Oversee all therapists and spa attendants on duty. o Be aware of all treatments, promotions, and retail offered. o Achieve retail sales target.
o Monthly inventory and new orders.
o Assist in preparing scheduling and planning vacations for all therapists and spa attendants. o Understand the needs and aspirations of all therapists and spa attendants and receptionists within the facility and provide assistance with training and development. Lucrae General Trading LLC, Dubai UAE
Brand Training Manager (December 2015 – August 2016) o Provide training for all accounts.
o Set up training schedules for individual properties. o Meet with clients to discuss business strategies. o Provide support for Marketing and events.
o Devise different marketing tools and strategies. o Handle all training needs of clients which included the following product lines: REN, The Organic Pharmacy, Sundari, Miriam Quevedo, Moliabal.
o Provide all accounts with training materials and support regarding sales and training. o Conduct treatment experiences for new accounts.
o Travel to all accounts across the GCC to provide training. o Source and open new accounts.
o Manage current accounts and provide stock orders. o Inventory and stock control of all products.
o Provide pricing outline for treatments for all product lines. The Oyster Box Hotel Spa, Durban South Africa
Spa Therapist (December 2010 – December 2013)
o Perform treatments according to SOP Massages: Swedish, four hands, hot stone, hot lava shell, rungu, calabash, Himalayan salt stone, reflexology, pregnancy and Ionothermie slimming treatments o Facials: Dermalogica, Elemis, Nimue, OptiPhi, LaPrarie. o Full body waxing and full face threading.
o Manicures and pedicures.
o Body exfoliation and wraps.
o Turkish and Durban Hammam.
o Do monthly allocated cleaning duties Client consultations. o Rebooking and upselling treatments and reaching monthly retail targets o Answer the phone and make bookings.
Treatment and Service Quality Standards
Finance and Marketing
HR and Payroll
ON THE JOB TRAINING
● Train the Trainer 2016
● HR and Payroll Systems 2017
● Finance Basics and Revenue Management 2018
● Behavioural Based Interviewing 2019
● Dynamic Leadership Programme 2019
REFERENCES - Available Upon Request