ENRICA BUGNANO

Asti – ITALY

Available to transfer immediately

Mobile Phone: +39-371-***-**-**

e-mail: adgree@r.postjobfree.com

Tenacious, motivated, and results driven Spa Manager with great background in growing new business opportunities. Proven expertise in staff management while ensuring customer satisfaction. Adept at applying problem solving skills especially in high-pressure settings while remaining professional at all times. Adept at anticipating needs and professionally resolving customer service issues. Specialize in ensuring an optimal level of service. Offering progressive years of experience in spa operations, business, and customer service management. Proactive leader; capable of implementing quality standards to drive outstanding results. Excellent in overseeing spa operations to improve workflow and generate positive sales trend. Equipped with written and verbal communication aptitude and strong work ethic to effectively establish and cultivate solid customer relationships.

AREAS OF STRENGTH AND EXPERTISE

Business Analysis • Operations Management • Performance Management • Human Resources Management

• Procedure Development Leadership & Team Building • Business Management Methodology • Supplier & Warehouse Management

Budget & Management Control • Interpersonal Communication • Hi-impact decision Making

PROFESSIONAL EXPERIENCE

FAMILY OPERATION MANAGER (May 2020 – Currently)

Real estate transactions, e-mailing, document archiving, family management operations.

ACQUAPURA SPA AT FALKENSTEINER HOTEL & SPA JESOLO 5*– Jesolo Lido (VE), Italy Spa Manager (Mar 2017 – Jan 2020).

Performed different tasks such as Recruiting and Training Staff and in general coordination of my Team, monitoring of service standards in order to guarantee a good service to each guests. Marketing and consultation actions aimed increasing of Spa revenue. Attention to cost containment in order to maximize the profits. Coordination of the Spa activities and cooperation with different Hotels Departments in order to achieve a good performance of the Spa and the Hotel.

THE SPA AT ROSEWOOD CASTIGLION DEL BOSCO, 5*L – Montalcino (SI), Italy Spa Manager (Feb 2015 - Nov 2016)

Accomplish the team management, focus on the LQA Standard, monitor and achieve the budget with reduction of costs and maximize the revenue as well as direct all activities of the Spa. Use financial plans for spotting trends, measuring productivity and monitoring progress as well as control ongoing service and product margin analysis to ensure profitability.

• Implement opportunities for managing operational costs and boosting the bottom line, develop Spa's marketing strategy and ensure a consistent image is being portrayed.

• Anticipate, identify and ensure customer needs are being met in the best possible way by monitoring customer satisfaction with surveys, focus groups and comment cards.

• Develop and deliver credible, competitive, value-plus service to the customer and guide the staff to become caring problem solvers, cooperative, accommodating and fair.

ROSEWOOD HOTEL, 5* - London

Receptionist & Butler (Dec 2014 - Jan 2015)

I learnt about check-in and check-out procedures, which included welcoming guests, registering them, receiving the payment for accommodation and controlling the advance bookings and reservations. I was involved in back office registration card management, helping guests with their needs and requests and performing guest rooming.

• Involved in proper table setting and preparation of meals and drinks as well as in packing and travel preparations.

• Created a check list for suite inspections, undertook final preparation of each suite prior to guest’s arrival, handled guest’s messages and mastered the hotel guest history system.

• Entered guest preferences in the guest history system and updated it accordingly.

CDB SPA AT CASTIGLION DEL BOSCO HOTEL, 5*L – Montalcino (SI), Italy Spa Manager (Feb – Nov 2014)

Performed diversified tasks, which included pre-opening and start-up activities of the Spa. Before joining, it was managed by a contractor, I started and established a new spa. I participated in the development of new specific body products, named Castiglione Del Bosco.

• Ensured that the spa achieved or exceeded its set goals in relation to cost of operations and spa revenue, whilst providing high quality level customer service

• Interviewed new staff members. Trained, hired, motivated, evaluated and directed spa staff and ensured the tidiness and cleanliness of the spa facilities and the good working conditions of all the Spa equipment.

• Maintained the client database, scheduled appointments, managed temporary workers and employees and placed the orders of supplies and retail, also performing inventory control.

CHAMPNEYS DAY SPA, Guildford – Surrey (UK)

Beautician and Receptionist (Jul 2013 – Jan 2014)

• Worked as a receptionist, welcomed the guests in the beauty salon, met the guests’ needs and requests, booked the treatments and sold the products.

• Handled all the warehouse activities, inventory activities and carried out the beauty and spa treatments.

MANDIRA SPA AT THE LAC SALIN SPA & MOUNTAIN RESORT, 4*S - Livigno (SO), Italy Spa Manager (Jun 2011 - Apr 2013)

Accomplished various diversified tasks, which included team management, organizing the working schedule of the employees and performing expectations and customer service standards in accordance with the hotel policies and guidelines. Planned and managed spa services and programs.

• Trained staff about spa treatments and sale of products, assessed employees’ performance and suggested ways to improve it.

• I worked together with my team in order to maximize the revenue and reduce the costs.

• Refilled the stock of materials, products and equipment needed as well as worked with the promotion of new treatments and products in accordance with the hotel offers.

TERME DI PORRETTA HOTEL DELLE ACQUE & NATURAL SPA SRL, 4* - Porretta Terme (BO), Italy Wellness Centre Manager (Oct 2010 - May 2011)

• Carried out the redevelopment of the wellness, fitness and beauty services, organized the working schedule of the employees and promoted the wellness and fitness services.

• Developed a new concept of business that incorporated the hotel concept with the wellness treatments and the thermal water, for example by extending the opening time and arranging packages and new activities, also in the water.

ADLER THERMAE SPA, 5* - Bagno Vignoni (SI), Italy

Receptionist and Beautician (Oct 2008 - Mar 2010)

• Performed reception tasks such as booking treatments, welcoming guests and recommending a customized program of treatments for each guest in order to meet their needs and improve their level of wellness.

• Opened and closed the spa, carried out the beauty treatments and massages as well as recommended and sold the products based on the guests’ needs.

LA MINE DU BIEN ÊTRE - MONT BLANC HOTEL VILLAGE, 5* - La Salle (AO), Italy Wellness Centre Manager and Spa Therapist (Dec 2007 - Oct 2008)

WELLNESS CENTER YOU SPA - RADISSON HOTEL, Stansted - Essex (UK) Receptionist and Beautician (Dec 2006 - Nov 2007)

EDUCATION AND TRAINING

Wellting Training 1-2-3

Training in Aesthetic Equipment, Aesthetic Consulting Method, Customized Sales Method Programs WELLING S.r.l. Mantova (MN) Currently - 2020

At present: weekly English classes

Tanja Pasini – Professional translator and language teacher, graduated at the University for Interpreters and Translators in Trento (TN), Italy

PNL CERTIFICATION

ROBERTO RE ACCADEMY Milan 2020

Diploma – Master Coaching Professional Competence – Basic Level COACHING&COACHING S.R.L.

PROFESSIONAL COACHING SCHOOL OF MARINA OSNAGHI 2018

Certificate of attendance, English course

DUN LAOGHAIRE TUITION CENTRE Dublin, Ireland May 2012 Licensed practitioner of neuro-linguistic programming, NLP for sale NLP ITALY - COACHING SCHOOL Milan (MI), Italy Oct 2011 and Jun 2012

Spa Manager, Marketing, customer satisfaction, HR management, business management PROMO BEAUTY ITALIA Rome (RM), Italy 2009 - 2010

ESOL Entry Level Certificate (Speaking, Listening, Reading and Writing) (Entry 3) CAMBRIDGE UNIVERSITY UK 2007

Beautician certificate, Beauty and wellness treatments S.A.E.M. Asti (AT), Italy 2006

Secondary School Diploma in Accounting, Secretariat management and IT VOCATIONAL INSTITUTE FOR COMMERCIAL SERVICES AND TOURISM "Q.SELLA" Asti (AT), Italy 1995

IT SKILLS

TAC, Protel, Go Concierge, Opera, ASA management, Micros, Ericsoft Miami, and Microsoft Office

LANGUAGES

Native Language Italian

Fluent English written and spoken

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