LaVerne McGuigan
Alexandria
Summary
Experienced customer service professional with a proven track record of delivering measurable results across various roles within high-end spa, hotel, salon, and restaurant sectors. Notable achievements include devising and executing a targeted strategy to retain and upsell affluent clientele by leveraging detailed data analysis, implementing a successful loyalty program, and developing a comprehensive staff training program. Proficient in organizing corporate group events, conducting staff evaluations, implementing inventory control strategies, and personalizing guest experiences in a luxury boutique hotel setting.
Overview
20
20
years of professional experience
Work History
Assistant Salon Manager
Jon David Salon - Lee Heights and Rosslyn Location
01.2023 - Current
- Managed high call volumes while maintaining professional composure.
- Resolved customer complaints or problems to decrease escalation issues to Operations Manager
- Streamlined appointment scheduling process with an easy-to-use software system (Meevo), resulting in reduced wait times for clients.
- Ensure all schedules, services and products are up-to-date in Meevo and the utilization spreadsheet is current
- Coach, mentor and support salon professionals to learn, earn and grow while delivering our mission and client experience
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Built business through commitment to excellent customer service, strategic engagement and marketing strategies resulting in customer loyalty and retention.
- Maximized business efficiency by completing thorough and accurate daily management tasks such as overseeing registers, and delegating tasks.
- Established a positive workplace culture that fostered teamwork, open communication, and professional growth among staff members.
- Coached and trained employees to optimize performance and achieve demanding business objectives as well as the latest policies and procedures
- Investigated and resolved variances in inventory counts on monthly basis.
Store Manager
Storytellerz Boutique
01.2022 - 01.2023
- Assisted Store Owner in daily operations and management of store staff
- Monitored market trends and pricing strategies to remain competitive
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Increased average transaction value by upselling products, promoting add-ons, and cross-selling complementary items.
Lead Concierge & Concierge Supervisor
Nusta Spa
01.2010 - 01.2022
- Managed high call volumes while providing exceptional client interactions and maintaining professional composure.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Identified upselling opportunities to increase revenue generation.
- Bolstered customer retention by creating and offering unique service options and inspiring interest in new product lines.
- Planned, budgeted and managed corporate group events for up to 20 guests
- Assisted Spa Manager in overseeing the development of new spa treatments, the marketing of the spa, and the management of customer relations.
- Created and execute marketing and promotional strategies to attract new clients and retain existing ones; involving social media marketing, special packages, and partnerships
- Mentored junior concierge team members, fostering a supportive work environment conducive to professional growth.
Guest Service Representative
Red Door Spa
01.2014 - 01.2016
- Provided stellar level of services to affluent clientele, adhering to rigorous and exacting standards of the brand founded by Elizabeth Arden
- Helped to infuse other team members with company culture based on holistic energy
- Leveraged vast product & service knowledge to help build tailored packages around varying client needs and preferences, ultimately bolstering sales
- Ensured information about physical needs of clients was communicated to massage therapists, estheticians and nail technicians by reading each client’s intake form prior to appointments
- Conducted inventory control measures such as shipment reconciliation, pricing and stocking
- Managed sensitive information with utmost discretion, maintaining confidentiality at all times.
Lead Guest Service Agent/PBX Operator
Hotel Rouge
01.2006 - 01.2008
- Maintained high level of professionalism and discretion when dealing with guests.
- Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
- Maintained accurate records of guest information, billing details, and reservation history within the property management system.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Reduced caller wait times, ensuring swift and accurate call transfers to the correct extensions.
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Participated in ongoing training programs to stay current on industry trends, best practices, and emerging technologies affecting the hospitality sector.
- Demonstrated detailed knowledge of hotel amenities, services, policies, and procedures to provide accurate information to guests.
- Supported front desk operations, providing administrative assistance as needed to maintain smooth workflow.
Hostess
Old Ebbitt Grill
01.2005 - 01.2006
- Managed guest reservation requests, greeted customers with menus, oversaw digital seating list, offered suggestions to customers regarding aperitifs available at bar, and conveyed seasonal menu offerings as hostess for iconic Washington, D.C Restaurant adjacent to the White House
- Also familiarized myself with Washington historical lore to share with guests dining at restaurant while visiting in-town from around the country and the globe
- Answered phone calls to take orders, give information and document reservations.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Reduced wait times for guests by effectively coordinating with other team members during peak hours.
Education
Certificate of Completion - Massage Therapy
Heritage Institute
Falls Church, VASkills
- Verbal and written communication demonstrating proper phone and email techniques and etiquette
- Relationship Building
- Customer Service
- Active Listening
- Product Knowledge
- Excell in self-directing and self-pacing
- Recognize the importance of accuracy
- Complaint resolution
- Coaching and Mentoring
- Operations Management
- Product and Service Sales
- Reliability
Timeline
Assistant Salon Manager
Jon David Salon - Lee Heights and Rosslyn Location
01.2023 - Current
Store Manager
Storytellerz Boutique
01.2022 - 01.2023
Guest Service Representative
Red Door Spa
01.2014 - 01.2016
Lead Concierge & Concierge Supervisor
Nusta Spa
01.2010 - 01.2022
Lead Guest Service Agent/PBX Operator
Hotel Rouge
01.2006 - 01.2008
Hostess
Old Ebbitt Grill
01.2005 - 01.2006
Certificate of Completion - Massage Therapy
Heritage Institute
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