Chloe Jones
Charleston,SC
Summary
CAREER OBJECTIVE/PROFESSIONAL SUMMARY
Results-focused Spa Director with a proven track record of running an organized and successful spa and retail, while achieving high rates of customer satisfaction. Adept at effectively managing spa staff, leading to higher levels of productivity. Dedicated to remaining up to date with the latest spa service offerings and technologies. Bringing forth a commitment to providing clients with the most pleasurable spa experience possible. Operation included a 22,000 sq ft, 19 treatment room facility & salon, with 5 star ratings year over year.
Overview
4
4
years of professional experience
Work History
Director of Spa and Retail
Hotel Bennett
09.2025 - Current
- Directed daily spa, retail boutique, and fitness center operations, ensuring seamless guest flow and elevated service delivery.
- Achieved and maintained 100% guest satisfaction for spa facilities and fitness center through proactive service management, staff training, and attention to detail.
- Led retail strategy including product curation, pricing, merchandising, and promotions to maximize revenue and enhance guest engagement.
- Recruited, trained, coached, and evaluated spa, fitness, and retail teams to ensure consistent service excellence and brand alignment.
- Oversaw inventory management, purchasing, and vendor relationships to control costs and maintain optimal stock levels.
- Partnered with marketing and hotel leadership to execute seasonal promotions, special events, and revenue-driving initiatives.
- Managed schedules, payroll, and labor optimization while maintaining high morale and accountability.
- Resolved guest concerns with professionalism and discretion, strengthening loyalty and repeat visitation.
Spa Manager
Hotel Bennett
08.2024 - Current
- Oversaw daily spa operations, ensuring exceptional guest experiences and service quality.
- Developed and implemented staff training programs to enhance service delivery and team performance.
- Managed inventory and procurement of spa products, optimizing costs while maintaining quality standards.
- Collaborated with marketing teams to create promotional packages, increasing spa visibility and client engagement.
- Developed strong relationships with vendors to secure best pricing on products and supplies.
- Created customized treatment plans for clients based on their individual needs and preferences.
- Streamlined appointment scheduling for improved efficiency and increased bookings.
Spa Manager
Marriott Harbor Beach Resort And Spa
02.2022 - 08.2024
- Enhanced customer satisfaction by implementing innovative spa services and treatments.
- Developed and maintained relationships/positive brand perception with vendors and suppliers to ensure cost effective purchasing.
- Implemented marketing strategies, resulting in increased brand awareness, revenue growth and ancillary opportunities.
- Created and managed a budget for all spa operations, maximizing profitability.
- Marketed spa and wellness at various events, trade shows, and corporate gatherings, building business relationships.
- Coordinated with sales department to identify potential leads from incoming inquiries.
- Managed fitness center operations, detailed and executed entire remodeling and purchasing exclusive equipment.
- Programmed 30+ fitness classes monthly geared toward hotel guests, club members, and group clientele.
Rooms Operations Manager
Marriott Harbor Beach Resort And Spa
06.2022 - 02.2023
- Oversaw daily hotel operations, ensuring high standards of guest service and satisfaction.
- Managed staff scheduling, optimizing workforce efficiency and coverage during peak periods.
- Implemented training programs for new employees, enhancing team performance and service quality.
- Resolved guest complaints swiftly, fostering positive relationships and repeat business opportunities.
- Regularly analyzed guest feedback data to identify and address areas where improvements could be made, resulting in consistently high customer satisfaction ratings.
- Established a positive work culture that promoted teamwork, collaboration, and employee morale.
Education
Bachelor of Arts - Hospitality
University of Central Florida
Orlando, FL2022
Skills
- Staff Management
- Inventory Control
- Hospitality and Accommodation
- Customer Service Excellence
- Budget Administration
- Spa Operations
- Marketing strategies
- Financial Management
- Team management
- Budget management
- Staff development
Accomplishments
- Completed a post-graduate Voyager Program and oversaw three key departments in the hotel
- Featured biography in American Spa reaching 38,000 hospitality professionals.
- Recognized in Prestige Magazine, Harbor Beach CVB, and Visit Fort Lauderdale
- Nominated for Rising Leader within the entire company
- Recognized as Leader of the Quarter.
- Led and coached teams to consistently meet Forbes Five-Star service standards, contributing to top-tier guest satisfaction scores and luxury brand recognition.
- Maintained 100% guest satisfaction for spa facilities and fitness center through consistent service excellence and attention to guest experience details.
Timeline
Director of Spa and Retail
Hotel Bennett
09.2025 - Current
Spa Manager
Hotel Bennett
08.2024 - Current
Rooms Operations Manager
Marriott Harbor Beach Resort And Spa
06.2022 - 02.2023
Spa Manager
Marriott Harbor Beach Resort And Spa
02.2022 - 08.2024
Bachelor of Arts - Hospitality
University of Central Florida
Strengths
- Managed and motivated team of 40, exceeding expectations with a score of 94% in associate engagement and leadership excellence.
- Strong understanding of profit margins, markups, and sell-through performance
- Budgeting, forecasting, and P&L oversight for spa and retail operations
- Collaboration with marketing teams on social media, website features, and local outreach
Achievements
- Recognized as the hotels 'panelist' for all new hires, educating associates on all departments of the hotel.
- Led a 3-month refurbishing plan to elevate amenities, replace façade, and rebuild arrival experience.
- Created an Elite Recognition program receiving a 77% YTD for "intent to recommend"