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
New York Downtown, NY
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
New York
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
New York
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
New York
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