CHAKA DIANNA RA
Alpharetta,GA
Summary
Operations Leader with more than five years of progressive leadership experience driving operational excellence, technology adoption, process improvement, and organizational change within luxury hospitality. Backed by 20+ years in the spa and wellness industry, I bring deep customer empathy and firsthand operational expertise that enables me to understand client challenges, implement practical solutions, and build trusted partnerships. Experienced in customer onboarding, software adoption, workflow optimization, cross-functional collaboration, and change management. Passionate about helping organizations maximize technology investments, improve operational performance, and create exceptional customer experiences.
Overview
19
19
years of professional experience
Work History
Regional Spa & Wellness Director
Freedom Spas – Maui Portfolio
04.2025 - 05.2026
- Provided operational leadership across two resort spa locations, serving as the primary connection between leadership, employees, vendors, and technology to improve business performance and guest experience.
- Led the implementation and company-wide adoption of Esoma, a cloud-based operations platform that centralized communication, scheduling, SOPs, documentation, training, and workforce management across two resort locations.
- Personally onboarded and trained all staff on new systems and workflows, accelerating user adoption and improving operational consistency.
- Partnered closely with software development by providing operational insight, workflow recommendations, user feedback, and feature testing to improve the platform's effectiveness.
- Increased monthly spa revenue fivefold within seven months through operational optimization, staffing improvements, and expanded premium service offerings.
- Built standardized digital documentation, onboarding materials, and workflow libraries that reduced administrative inefficiencies and improved team consistency.
- Managed budgets, labor forecasting, inventory, purchasing, and vendor relationships while maintaining profitability.
- Negotiated service agreements with HVAC, housekeeping, laundry, and linen vendors to improve responsiveness and operational efficiency.
- Directed the launch of new luxury outdoor massage experiences, creating additional revenue streams and enhancing the guest experience.
- Led aesthetic improvements to spa facilities, elevating the overall guest environment while aligning with luxury resort standards.
Wellness Manager – Opening Leadership Team
Kilolani Spa | Grand Wailea, A Waldorf Astoria Resort
12.2023 - 04.2025
- Selected to help launch one of Hawaii's premier luxury wellness destinations following a $50 million renovation.
- Helped prepare and launch a 50,000-square-foot luxury spa, ensuring operational readiness before opening.
- Contributed to the spa earning Forbes Four-Star recognition within its first year.
- Managed onboarding, scheduling, coaching, and operational support for 80+ providers and staff.
- Led organizational change initiatives during a complex pre-opening environment involving multiple departments.
- Partnered with Engineering, Housekeeping, Retail, and Executive Leadership to maintain operational excellence.
- Executed weekly quality audits and implemented corrective action plans to ensure Forbes standards were consistently achieved.
- Supported treatment menu development, purchasing, budgeting, and inventory management.
Managing Massage Therapist
Grand Wailea, A Waldorf Astoria Resort
07.2021 - 12.2023
- Designed and implemented a digital scheduling and shift management system that improved communication and staffing efficiency.
- Coordinated operational transitions during three major spa relocations while maintaining uninterrupted guest service.
- Developed SOPs, operational workflows, and training documentation that improved consistency across teams.
- Collaborated with leadership, engineering, contractors, and providers to ensure smooth operational execution during major renovations.
- Recruited, trained, mentored, and onboarded therapists and support staff.
Founder & Owner
Aloha Pō Mobile Sleep Spa
01.2020 - 01.2022
- Founded and operated a mobile wellness business specializing in sleep-focused treatments.
- Achieved consistent profitability within the first three months of operation.
- Managed marketing, client acquisition, scheduling, vendor partnerships, online booking systems, and day-to-day business operations.
Massage Therapist
Grand Wailea • Maui Zen • Spa 415 • Burke Williams
01.2007 - 01.2021
- Delivered luxury spa treatments while consistently meeting Forbes and brand service standards.
- Built long-term client relationships through personalized care, communication, and exceptional customer experiences.
- Completed training in more than 30 therapeutic and specialty massage modalities.
- Supported front desk operations, retail sales, inventory management, and new employee onboarding across multiple luxury spa environments.
Education
Hospitality Management -
ECornell
03-2023
Skills
- Customer Success
- Client Relationship Management
- Customer Onboarding
- Implementation & Enablement
- SaaS Adoption
- Change Management
- Business Process Improvement
- Workflow Optimization
- Training & Facilitation
- Executive Communication
- Cross-Functional Collaboration
- Project Coordination
- Product Feedback
- Operations Strategy
- Hospitality Technology
Timeline
Regional Spa & Wellness Director
Freedom Spas – Maui Portfolio
04.2025 - 05.2026
Wellness Manager – Opening Leadership Team
Kilolani Spa | Grand Wailea, A Waldorf Astoria Resort
12.2023 - 04.2025
Managing Massage Therapist
Grand Wailea, A Waldorf Astoria Resort
07.2021 - 12.2023
Founder & Owner
Aloha Pō Mobile Sleep Spa
01.2020 - 01.2022
Massage Therapist
Grand Wailea • Maui Zen • Spa 415 • Burke Williams
01.2007 - 01.2021
Hospitality Management -
ECornell
CAREER HIGHLIGHTS
- Increased monthly spa revenue 5x within seven months through operational improvements and strategic service expansion.
- Led implementation and organization-wide adoption of a cloud-based operations platform across multiple business locations.
- Built onboarding programs, SOPs, and digital training resources for teams of 80+ employees.
- Helped launch Kilolani Spa, a 50,000-square-foot luxury wellness destination that earned Forbes Four-Star recognition in its first year.
- Successfully partnered with executive leadership, engineering, vendors, and frontline teams to drive operational improvements and technology adoption.