Summary
Overview
Work History
Education
Skills
Timeline
Generic

Craig Cozad

Mesquite,TX

Summary

Service-oriented Spa Manager committed to building engaged team and superior guest relations for maximum return on investment. Understands spa operations thoroughly and troubleshoots and resolves technical and personal issues resourcefully. Trains team members to put customers first and empowers staff members to take creative and independent action.

Overview

29
29
years of professional experience

Work History

Spa Supervisor/Lead Massage Therapist

The Ritz-Carlton, Dallas
10.2011 - Current
  • Ensure consistency in services provided across providers
  • Provide massage services to guests using props and/or products
  • Complete requisitions, stock, organize, and dispense products and supplies
  • Inspect work areas and tools/equipment to ensure conformance to company standards
  • Handle inappropriate guest or provider behavior
  • Assist management in hiring, training, scheduling, counseling, and motivating and coaching employees; serve as a role model
  • Enhanced guest satisfaction by implementing personalized spa experiences and attentive customer service.
  • Increased spa revenue by developing and promoting special spa packages and seasonal offers.
  • Managed staff scheduling effectively, ensuring adequate coverage during peak hours for optimal guest experience.
  • Trained and mentored new team members, fostering a positive work environment that supported employee growth.

Massage Therapist

Spa Nordstrom, Galleria Dallas
10.2010 - 10.2011
  • Assess clients' soft tissue condition, joint quality and function, muscle strength, and range of motion
  • Confer with clients about their medical histories and problems with stress or pain to determine how massage will be most helpful
  • Provide clients with guidance and information about techniques for postural improvement and stretching, strengthening, relaxation, and rehabilitative exercises
  • Massage and knead muscles and soft tissues of the body to provide treatment for medical conditions, injuries, or wellness maintenance
  • Enhanced client relaxation by utilizing a variety of massage techniques tailored to individual needs.
  • Increased client satisfaction by providing exceptional service and maintaining a clean, comfortable environment.
  • Maintained client relationships with correspondence

Regional Human Resources Director

Rent A Center
01.2003 - 12.2004
  • Serve as a link between management and employees by handling questions, interpreting and administering contracts and helping resolve work-related problems
  • Analyze and modify compensation and benefits policies to establish competitive programs and ensure compliance with legal requirements
  • Advise managers on organizational policy matters such as equal employment opportunity and sexual harassment, and recommend needed changes
  • Perform difficult staffing duties, including dealing with understaffing, refereeing disputes, firing employees, and administering disciplinary procedures
  • Identify staff vacancies and recruit, interview and select applicants
  • Plan, direct, supervise, and coordinate work activities of subordinates and staff relating to employment, compensation, labor relations, and employee relations
  • Represent organization at personnel-related hearings and investigations
  • Plan, organize, direct, control or coordinate the personnel, training, or labor relations activities of an organization
  • Analyze statistical data and reports to identify and determine causes of personnel problems and develop recommendations for improvement of organization's personnel policies and practices
  • Maintain records and compile statistical reports concerning personnel-related data such as hires, transfers, performance appraisals, and absenteeism rates
  • Study legislation, arbitration decisions, and collective bargaining contracts to assess industry trends.

Regional Human Resources Manager

Wherehouse Music
08.1999 - 01.2003
  • Serve as a link between management and employees by handling questions, interpreting and administering contracts and helping resolve work-related problems
  • Advise managers on organizational policy matters such as equal employment opportunity and sexual harassment, and recommend needed changes
  • Perform difficult staffing duties, including dealing with understaffing, refereeing disputes, firing employees, and administering disciplinary procedures
  • Identify staff vacancies and recruit, interview and select applicants
  • Plan, direct, supervise, and coordinate work activities of subordinates and staff relating to employment, compensation, labor relations, and employee relations
  • Represent organization at personnel-related hearings and investigations
  • Maintain records and compile statistical reports concerning personnel-related data such as hires, transfers, performance appraisals, and absenteeism rates
  • Analyze training needs to design employee development, language training and health and safety programs
  • Develop, administer and evaluate applicant tests.

Employee Relations Specialist

Sprint PCS, Mobile Telephone Company
06.1998 - 08.1999
  • Enhanced employee engagement by developing and implementing innovative training programs.
  • Reduced turnover rates by identifying areas of concern and addressing employee issues proactively.
  • Streamlined HR processes for improved efficiency, including updating policies and procedures manuals.
  • Collaborated with management to develop strategies for addressing employee concerns, resulting in a more positive work environment.
  • Managed investigations into reported workplace incidents, ensuring proper documentation and follow-up actions were taken.
  • Negotiated resolutions between employees and managers, fostering better communication and working relationships.
  • Facilitated conflict resolution sessions, leading to increased productivity and overall workforce satisfaction.

Employee Relations Specialist

Sprint PCS, Mobile Telephone Company
06.1995 - 06.1998
  • Enhanced employee engagement by developing and implementing innovative training programs.
  • Reduced turnover rates by identifying areas of concern and addressing employee issues proactively.
  • Streamlined HR processes for improved efficiency, including updating policies and procedures manuals.
  • Collaborated with management to develop strategies for addressing employee concerns, resulting in a more positive work environment.
  • Managed investigations into reported workplace incidents, ensuring proper documentation and follow-up actions were taken.
  • Negotiated resolutions between employees and managers, fostering better communication and working relationships.
  • Facilitated conflict resolution sessions, leading to increased productivity and overall workforce satisfaction.

Education

BS/Psychology -

CALIFORNIA STATE UNIVERSITY
San Bernardino, CA
12.1994

Certificate - Human Resources Management

CALIFORNIA STATE UNIVERSITY
San Bernardino, CA
12.1994

Skills

  • Leadership
  • Health and Safety
  • Appointment Management
  • Service Strategy
  • Staff Management
  • Employee Motivation
  • Customer service excellence

Timeline

Spa Supervisor/Lead Massage Therapist

The Ritz-Carlton, Dallas
10.2011 - Current

Massage Therapist

Spa Nordstrom, Galleria Dallas
10.2010 - 10.2011

Regional Human Resources Director

Rent A Center
01.2003 - 12.2004

Regional Human Resources Manager

Wherehouse Music
08.1999 - 01.2003

Employee Relations Specialist

Sprint PCS, Mobile Telephone Company
06.1998 - 08.1999

Employee Relations Specialist

Sprint PCS, Mobile Telephone Company
06.1995 - 06.1998

BS/Psychology -

CALIFORNIA STATE UNIVERSITY

Certificate - Human Resources Management

CALIFORNIA STATE UNIVERSITY

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Craig Cozad