Emma Clem
Newport Beach,CA
Summary
I am an experienced professional with strong team building, leadership and customer service skills. I additionally maintain thorough knowledge of luxury hospitality standards and expectations as well as spa related treatments and facilities.
Overview
4
4
years of professional experience
Work History
Spa Manager
Resort at Pelican Hill
Newport Beach
2023.10 - Current
- Stepped in as acting Spa Director for 7 months during a leadership turnover in the spa.
- Oversaw and managed a busy spa operation during a management transition to the Marriott brand.
- Resolve guest complaints in a timely manner.
- Oversee the Resort's Fitness Departments and worked closely with third-party vendors to facilitate and schedule seasonal and daily fitness offerings.
- Handle all employee related inquires (45+ employees)
- Perform administrative duties, such as financial reporting, weekly payroll processing, and timecard management.
- Actively recruit and train qualified professionals for all spa positions.
- Manage the daily operations of the spa, including scheduling staff members, ordering supplies, and maintaining inventories.
- Evaluate staff and draft annual reviews.
- Evaluate employee performance on an ongoing basis, provide coaching, and feedback to enhance productivity.
- Identify opportunities for improvements within the spa's operational structure.
- Maintain high standards of cleanliness throughout the facility.
- Develop and implement spa services policies, procedures, and standards.
- Work closely with outside vendors to determine new product lines and services to enhance the spa portfolio.
- Work closely with Sales to coordinate group bookings and events.
- Attend contracted group Pre-Cons as a Spa Representative.
- Work closely with Marketing to develop seasonal and targeted promotions to drive brand exposure and generate revenue.
- Provide employees with feedback on how to improve performance and increase profitability of spa services.
Assistant Spa Manager
Four Seasons Hotels and Resorts
Westlake Village
2020.10 - 2022.07
- Oversaw/supervised spa staff (70+ employees).
- Oversaw/Assisted with project management in a spa facility renovation, attended weekly renovations meetings with team and vendors.
- Recruited, trained, and monitored performance for all spa employees.
- Anticipated spa and salon guest concerns addressed problems quickly and to the satisfaction of guests.
- Ensured day-to-day standards and procedures are adhered to.
- Facilitated interviews, trainings, and onboarding for new and current employees.
- Ensured all administrative duties were completed in a timely manner.
- Coordinated group bookings/events.
- Handled and resolved all guest inquiries in connection with hotel and membership services.
- Handled member and guest interactions with the highest level of hospitality and professionalism.
- Created weekly schedules for spa employees.
- Conduct weekly labor meetings.
- Complete timecard management and payroll bi-weekly.
- Complete daily walkthroughs of spa facilities to ensure proper maintenance, and tasks were kept up to date.
- Assist the front of house operations with check-in/check-out processes.
Spa Supervisor
Four Seasons Hotels and Resorts
Westlake Village
2020.10 - 2022.07
- Supervise and provide performance evaluations for spa/salon employees.
- Oversee front and back of house operations, equipment, and facilities in the spa.
- Organize and facilitate quarterly spa inventory.
- Coordinate group bookings and events.
- Conduct site meetings with planners and group coordinators.
- Assist upper management with the training and onboarding of new spa employees.
Guest Services Receptionist
Four Seasons Hotels and Resorts
Westlake Village , CA
2020.10 - 2022.07
- Managed check-in and check-out procedures, reservations, and payments.
- Responded to guests in a timely manner, including email, telephone, and in-person inquiries.
- Corrected guest issues promptly with knowledgeable and friendly service.
- Worked closely with in-room dining, housekeeping, maintenance, and security to meet all guest needs.
- Welcomed a large volume of guests and improved the overall customer experience.
- Shared key hotel and spa information to guests and provided details about separate outlets on the property.
- Provided administrative support to management and maintained an organized workspace at the front of house areas during high-volume periods.
Education
High School Diploma -
Thousand Oaks High School
Thousand Oaks, CA2018-06
Some College (No Degree) -
Moorpark College
Moorpark, CASkills
- Schedule Coordination
- Performance Evaluations
- Facility Maintenance
- Appointment Scheduling
- Employee Coaching
- Reliability
- Attention to Detail
- Self Motivation
- Problem-Solving
- Teamwork and Collaboration
- Team Leadership
- Interpersonal Communication
- Conflict Mediation
- Strong Organizational Skills
Accomplishments
- Acted as Spa Director through the end of the fiscal year/through the beginning of a management transition to Marriott.
- Graduated Irvine Companies "PREP" Program- a leadership growth program for employees looking to grow in management.
- Two separate leadership promotions within in a year- Four Seasons Hotels and Resorts.
Referances
- Ronnie Amick- Spa Director, JW Marriott, Vancouver
- Akram Alkawasmeh- Spa Director, Four Seasons Hotels and Resorts
Timeline
Spa Manager
Resort at Pelican Hill
2023.10 - Current
Assistant Spa Manager
Four Seasons Hotels and Resorts
2020.10 - 2022.07
Spa Supervisor
Four Seasons Hotels and Resorts
2020.10 - 2022.07
Guest Services Receptionist
Four Seasons Hotels and Resorts
2020.10 - 2022.07
High School Diploma -
Thousand Oaks High School
Some College (No Degree) -
Moorpark College
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