Elisha Reyes
Summary
Service oriented Spa Supervisor and Coordinator 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
17
17
years of professional experience
Work History
Spa Supervisor and Coordinator
Bamford Wellness Spa, 1 Hotels SoBe
05.2021 - Current
- Oversee front desk operations, ensuring efficient check-in/check-out processes for all clients.
- Educate new hires on company policies, procedures, and best practices, contributing to a well-prepared team of professionals.
- Well versed in time blocking software programs such as Book4time
- Provide exceptional customer service by promptly responding to inquiries and resolving customer issues, resulting in a 95% customer satisfaction rating.
- Effectively communicating with customers via phone and email, ensuring clear understandings of their needs and delivering personalized solutions.
- Maintaining a high level of spa products and treatment knowledge to assist customers with their purchases and best decision making on their service preference
- Responsible for weekly/monthly inventory and ordering supplies; Retail, front-desk, spa products professional use, and cleaning supplies.
- Efficiently handle all incoming and outgoing correspondence, including sorting mail, drafting emails, and answering phone calls to ensure timely communication
Conference & Events Manager
INTERCONTINENTAL HOTEL GROUP at THE CROWNE PLAZA
08.2017 - 10.2020
- Developed and maintained customer service standards and ensured all customer inquiries were handled professionally and in a timely manner
- Created and maintained event calendars and timelines to ensure events ran smoothly and efficiently
- Coordinated and managed pre-event and onsite logistics, including arranging for decorations, catering and transportation.
- Ensured smooth event transition with thorough pre-event walkthroughs and detailed day-of coordination efforts.
- Coordinated seamless transportation logistics, ensuring timely arrivals and departures of guests and VIPs.
- Managed administrative logistics of events planning, event booking, and event promotions.
Lead Concierge
INTERCONTINENTAL HOTEL GROUP at THE CROWNE PLAZA
08.2017 - 06.2019
- Part of pre-opening and opening team (Opened September 2017)
- Guided and managed a team of 15 in delivering excellent customer service and support to hotel guests
- Provided local knowledge to visiting tourist and guests
- Trained and supervised new hires
- Fostered positive relationships with fellow staff members across various departments to ensure seamless collaboration in addressing guest needs or concerns promptly.
- Answered incoming calls and responded to customer inquiries with accurate information
Spa Supervisor
CAUDALIE
07.2016 - 08.2017
- Oversaw a team of 6 spa associates
- Trained and mentored new team members, fostering a positive work environment that supported employee growth.
- Maintained and organized spa inventory such as ordering spa supplies and retail products
- Provided exceptional customer service, resolving client concerns quickly and professionally while maintaining composure in stressful situations.
- Continuous education on products and company standards
- Maintain knowledge on ingredients for clients who may have allergies
- Organized spa events; ordered food & beverage, decorations
- Monitored customer satisfaction and responded to customer complaints
Beauty Coordinator and Fragrance Specialist
Co Bigelow Apothecary
11.2013 - 07.2016
- Conducted promotional events to showcase new fragrances, generating excitement among customers and driving sales growth.
- Cultivated positive relationships with vendor representatives, staying informed about upcoming launches and promotional opportunities.
- Oversaw that all beauty sections were well stocked and organized
- Effectively educated clients on proper fragrance, skincare, and cosmetic application techniques, which lead to enhance their overall experience and resulting in a 40% increase in sales
- Communicated daily inventory boosts necessary to achieve weekly goals
- Prepared and personalized gifts for VIPs at gift wrapping stations
- Coordinated monthly training for all associates.
Salon Spa Supervisor
THE CANYON RANCH
05.2012 - 11.2013
- Supervised a team of 8 stylists, offering guidance and support to ensure excellent customer service
- Managed day to day operations of the salon and spa, ensuring the highest levels of customer satisfaction and service
- Implemented and maintained salon and spa policies and procedures
- Developed and maintained relationships with clients to ensure repeat business
- Assisted in the selection, hiring, and training of new employees
- Ensured that all salon and spa equipment was properly maintained and serviced
- Monitored inventory levels and placed orders for supplies as needed.
Spa Operations Manager
WHotel Bliss Spa
05.2007 - 05.2012
- Part of Miami Beach Pre-opening and Opening Team(Opened January 2010)
- Educated and coached 26 Spa Employees
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Onboarded new employees with training and new hire documentation.
- Implemented innovative marketing campaigns that boosted brand awareness and generated significant sales leads.
Education
Associate Degree in Nursing -
Orange County Community College
Middletown, NYSkills
Effective communication and interpersonal skills
Active listening
Patience
Customer Service
Organizational abilities
Empathy
Team Leadership
Time Management
Staff Training and Development
Fluent Bilingualism (English/Spanish)
Timeline
Spa Supervisor and Coordinator
Bamford Wellness Spa, 1 Hotels SoBe
05.2021 - Current
Conference & Events Manager
INTERCONTINENTAL HOTEL GROUP at THE CROWNE PLAZA
08.2017 - 10.2020
Lead Concierge
INTERCONTINENTAL HOTEL GROUP at THE CROWNE PLAZA
08.2017 - 06.2019
Spa Supervisor
CAUDALIE
07.2016 - 08.2017
Beauty Coordinator and Fragrance Specialist
Co Bigelow Apothecary
11.2013 - 07.2016
Salon Spa Supervisor
THE CANYON RANCH
05.2012 - 11.2013
Spa Operations Manager
WHotel Bliss Spa
05.2007 - 05.2012
Associate Degree in Nursing -
Orange County Community College
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