D. Monique Frazier
New York,NY
Summary
Efficient, positive, and detail-oriented luxury hotel professional with a strong passion for understanding and catering to client preferences to deliver exceptional service.
Overview
17
17
years of professional experience
Work History
Spa Coordinator
Four Seasons Hotels and Resorts
08.2018 - Current
- Address guest inquiries via internal chat, text, email, and phone on a daily basis
- Utilize Book4Time software to schedule, check-in, and checkout guest in an efficient manner
- Receive annual Forbes training and testing to maintain an elevated standard of service
- Monitor access of residential, hotel, and local guests
- Maintain extensive knowledge base of all spa treatments, products, and retail items
- Work closely with other hotel departments to ensure seamless service for guests and residents
- Assist in training new hire coordinator and attendant staff
- Oversee upkeep of entire wellness floor, and utilize Hot Sos to ensure maintenance is upheld
Spa Supervisor
Shibui Spa at the Greenwich Hotel
12.2016 - 08.2018
- Utilized Microsoft Outlook to address guest queries, communicate between internal hotel departments, and communicate with spa vendors
- Utilized the Book4Time software to manage guest appointments and spa technician schedules
- Assisted with hiring and training new spa concierge members
- Maximized efficiency through time management and staff supervision to boost productivity
- Tracked retail and professional inventory of products and supplies, and placed necessary orders
- Managed group and corporate large party reservation requests.
- Oversaw upkeep of entire facility and notified maintenance for service repairs
Spa Concierge
Shibui Spa at the Greenwich Hotel
12.2014 - 12.2016
- Use of hotel operating system, Opera, to create spa itineraries and post charges for in-house guests
- Compute bills, collect payments, and make change for guests
- Review accounts and charges with guests during check out process
- Answer inquiries pertaining to services, booking, and product
- Hands on experience in providing exceptional customer service and resolving customer issues
- Inform guests of various product lines, and meet specific company and personal sales goals
- Gain knowledge and training of all new services, product lines, and innovations, then conveyed this knowledge to customers
- Open and close spa efficiently
Spa Concierge
Bliss Spa at the W Hotel
04.2008 - 12.2014
- Address guest inquiries via internal chat, text, email, and phone on a daily basis
- Utilize Book4Time software to schedule, check-in, and checkout guest in an efficient manner
- Receive annual Forbes training and testing to maintain an elevated standard of service
- Monitor access of residential, hotel, and local guests
- Maintain extensive knowledge base of all spa treatments, products, and retail items
- Work closely with other hotel departments to ensure seamless service for guests and residents
- Assist in training new hire coordinator and attendant staff
- Oversee upkeep of entire wellness floor, and utilize Hot Sos to ensure maintenance is upheld
Education
Bachelor of Arts - English
Washington State University
Pullman, WA05.2006
Skills
- Exceptional communication
- Appointment Scheduling
- Forbes trained
- Proficient in Book4Time, Outlook, Hot Sos, Birchstreet, Opera
- Multi-Task Management
Timeline
Spa Coordinator
Four Seasons Hotels and Resorts
08.2018 - Current
Spa Supervisor
Shibui Spa at the Greenwich Hotel
12.2016 - 08.2018
Spa Concierge
Shibui Spa at the Greenwich Hotel
12.2014 - 12.2016
Spa Concierge
Bliss Spa at the W Hotel
04.2008 - 12.2014
Bachelor of Arts - English
Washington State University
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