Customer Service Cruise Ship

An accomplished Company Director, Luxury Spa Manager and Sales & Revenue professional, John has a unique and natural gift for identifying opportunities and increasing revenue efficiency. Established within the spa health and beauty business for over two decades he possesses a wealth of customer service experience and industry knowledge that can only come from numerous years developing in the trade. An enthusiastic, personable and confident personality whom has earned the respect and trust of employees, clients and key stakeholders throughout his long and successful career he offers a specialsed skill set consisting of;

Business Development Change Management Change Management

Delivering Consistently Outstanding Commercial Results Global Travel Operations

Multi-Site Management Business & Sales Analysis Customer Service

Sales & Operational Strategy Profitability & Growth Management Marketing

P&L / Budget Management B2B Management Strategy 4 Dramatically boosted revenues to an unprecedented degree within Global Resorts and Maritime divisions of Steiner Leisure & Mandara Spa, delivering significant revenue growth year on year from 2004, $300m to $400m within the spa sector of the company 4 Expertly and strategically reorganised revenue in Steiner Leisure’s European sector, resulting in $100k growth within 10 days 4 Greatly increased revenue by an average of 50% per week and exceeded every company target and record achieved by previous management, resulting in $2.5m expectations over 6 months 4 Worked cross-functionally with the board at Steiner Leisure to develop new own brand of hair products, and spearheaded the marketing and launch, resulting in a notably high profit margin 4 Achieved $333K in sales and revenue in the opening weekend of Planet Hollywood Resort & Casino in Las Vegas 4 Vastly increased revenues to $1m per month at Atlantis Hotel, stabilising business at 63% above previous levels while Spa Director 4 Developed a new ‘shared performance’ strategy that held teams accountable for their sales and motivated them to improve these 4 Successfully and firmly established Jon Russell Hair & Day Spa despite a challenging economic outlook for high street businesses 4 Maintains the higest of standards at every establishment, utilising a uniquely developed ‘customer first’ philosophy in which the clients needs, expectations and requirements are always fulfilled above and beyond what is expected whilst providing exceptional customer service and care, establishing and nurturing ongoing relationships that grow over the years through pathways of trust and quality 4 Creates an open, friendly, welcoming atmosphere for all staff and clients while consistently evolving the services, treatments and training on offer to continue to keep ahead of the trends and developments within the industry 4 Advances own knowledge, training and skills on a regular basis to lead from the front and encourage others to independently maintain the highest of standards and services, building upon an established reputation as a trusted, creative, skilled and valued individual 4 Exclusively responsible for effectively overseeing the entire revenue and operations of Mandara sister resort division operating in over 23 global resort spas, including Ritz-Carlton Hotels, Planet Hollywood Resort & Casino, Paris Las Vegas, Hilton Hawaii Village and Disney Resorts Florida & California, in addition to Bora Bora and French Pacific regions Jon Russell Hair & Day Spa Company Director 2011 - Present

• Successfully introduced, developed and established a new high-end hairdressing and beauty spa salon in Bicester, Oxfordshire during a period of industry downturn, gradually building it from the ground-up to maximise revenue and triple it in size

• Responsible for all aspects of operational, financial and people management within the business

• Personally controls business takings, administers payroll, recruits new staff and trains all colleagues

• Runs the salon with a ‘customer first’ philosophy, always fulfilling their needs, expectations and requirements above and beyond what is required, providing exceptional, high quality customer service and care while establishing and nurturing ongoing, long lasting relationships

• Maintains an open, friendly, welcoming unique atmosphere for all staff and clients while consistently evolving the services, treatments and training on offer to continue to keep ahead of the trends and developments within the industry

• Advances own knowledge, training and skills on a regular basis to lead from the front and encourage others to independently maintain the highest of standards and service equated with the Jon Russell Hair & Day Spa John Russell

Luxury Resort Director & Sales Manager

Glasgow, UK

T: 075**-******

E: advlo0@r.postjobfree.com

Jon Russell Hair & Day Spa

Steiner Leisure & Mandara

Owner / Company Director

Director of Sales & Revenue / Operations

Senior Sales Manager

Sales & Revenue Manager

Spa Director - Voyager of the Seas

Spa Director - Atlantis Hotel, Bahamas

Spa Director - Various Cruise Lines

2011 - Present

2004 - 2010

2003 - 2004

2002 - 2003

1999 - 2002

1999

1995 - 1999

KEY ACHIEVEMENTS

CAREER SUMMARY

CAREER DETAIL

Business Development: Accomplished in high level commercial acumen, unlocked routes to market and develop strategic plans for long-term growth. Successfully applies strategies to boost profits, providing businesses with excellent revenue levels in challenging economic climates. Leadership: A confident and inspirational leader who empowers staff to take ownership, and is highly passionate about training and mentoring individuals to build cohesive teams working collectively to achieve individual targets and company objectives. Customer Service: Establishes a customer first mentality in every role, leads on providing outstanding, first class, high quality service. Developing People: Drives and supports all staff through their career pathways. Demonstrates a friendly and outgoing approach to inspire staff and have more confidence and belief in their capabilities. Proven track record identifying potential in others and developing them. Organisation & Planning: Exceptional organisation skills, setting clear goals and delegating appropriate tasks to colleagues. Comfortable with the responsibility of handling multi-million-pound budgets and highly skilled in remote management, planning and implementing procedures. Change Management: Natural flair and drive for identifying areas for improvements. Proven capacity developing and delivering successful strategies to integrate value-adding changes that have directly led to operational and commercial growth. Working Under Pressure: Thrives under pressure, having consistently boosted profits in highly competitive sectors. Remains calm and composed to demonstrate sound decision-making and undertake extensive travel. Time Management: Strong time manager who can work to strict deadlines, experienced in prioritising and delegating skills. Communication: An articulate individual with excellent interpersonal, written and verbal skills. Has the ability to communicate effectively and establish rapport and trust with people at all levels. A positive and enthusiastic presence who is confident and assured when liaising with and presenting to senior management and stakeholders.

Problem Solving: A logical thinker who is highly adept at finding creative solutions to challenging problems. Possesses a track record of transforming failing businesses in addition to designing and implementing systems to promote ongoing efficiencies and improvements. Teamwork: A committed and hard-working team player with the ability to adapt to new tasks and conditions to promote the best interests of the team. Establishes an active and positive role in team situations, and brings high levels of energy and enthusiasm to the workplace. Loyalty: Proved loyalty and dedication by remaining with the same company for 15 years. Global Experience: Internationally experienced, has applied his operational, business and commercial acumen from a USA-focused corporate environment into the UK to build his own successful business. Is now open to travelling on a more regional and national level. Professional references are available on request.

Steiner Leisure & Mandara 1995 - 2010

Director of Sales & Revenue / Operations; 2004 - 2010:

• Successfully drove the development and performance of the global section of the world’s largest sea-based spa services provider

• Controlled strategic management across the commercial and operational performance of spa and leisure services across both the maritime division (Steiner Leisure) and global resort division (Mandara)

• Exclusively responsible for effectively overseeing the entire revenue and operations of Mandara sister resort division operating in over 23 global resort spas, including Ritz-Carlton Hotels, Planet Hollywood Resort & Casino, Paris Las Vegas, Hilton Hawaii Village and Disney Resorts Florida & California, in addition to Bora Bora and French Pacific regions

• Jointly responsible for the revenue and operations of 126 of the largest cruise ships in Steiner Leisure, including ships of Royal Caribbean, Celebrity, Carnival, Princess and Norwegian cruise lines

• Individually generated new business through media and strategic sales techniques, and monitored and reported on KPIs and sales targets against business plan, ensuring key milestones were consistently met and sales targets achieved or exceeded

• Identified, developed and implemented value-adding change management strategies to align with the rapid growth of the business

• Competently led, motivated and inspired teams to deliver high service standards, a positive customer experience and commercial targets, as well as playing a critical role in their training and ongoing development through the business

• Led on introducing a mentality where first class, quality customer service and care were the top priority and to be honoured, fulfilled and worked towards at all times individually and as a team Senior Sales Manager; 2003 - 2004:

• Successfully led on all aspects of sales including account management, business analytics and channel development

• Accountable for a budget of $160M and supervised the revenue of 45 businesses internationally

• Developed and mentored staff members, providing them with the skills and knowledge needed to excel Sales & Revenue Manager; 2002 - 2003:

• Supervised, developed and motivated 120 managers in order to meet and exceed company revenue and service objectives

• Handled operations of 55 separate cruise ship businesses in the Spa division, with a $360m budget and 1500 indirect reports Spa Director - Voyager of the Seas & Atlantis Hotel; 1999 - 2002:

• Efficiently integrated the operation of a hotel with a $1m+ turnover per month, 200 reports and a customer base of VIP, celebrity and high- net-worth individuals in 1999, in conjunction with senior management

• Managed all aspects of the operation of the spa, including managing staff and coordinating facility maintenance EDUCATION & TRAINING

Johnson & Wales University, Miami, USA • Remote Management and Sales & Marketing Processes Training KEY SKILLS & COMPETENCIES

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