Erica Bonet
New York,NY
Summary
Dedicated Hospitality/Spa & Beauty industry professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
20
20
years of professional experience
Work History
Assistant General Manager
THE WELL
08.2023 - Current
- Increased customer satisfaction by addressing and resolving concerns in a timely manner.
- Developed and implemented new operational procedures, streamlining daily tasks and improving overall efficiency.
- Managed financial aspects of business, including budgeting, forecasting, and cost control for optimal profitability.
- Mentored staff members, fostering supportive work environment that enhanced employee performance and retention.
- Assisted in recruitment, hiring, and onboarding process for new employees to build skilled workforce committed to excellence in service delivery.
- Analyzed sales data to identify trends and opportunities for menu expansion or modification based on customer preferences.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Collaborated with other departments to establish productive and timely completion of projects.
- Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
General Manager - Soho Works
Soho House New York
02.2022 - 01.2023
- Reduced operational risks while organizing data to forecast performance trends.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Analyzed market trends and competitor activities to create competitive advantages.
- Interacted well with customers to build connections and nurture relationships.
- Set clear expectations and created positive working environment for employees.
- Quickly identified problem situations and skillfully resolved incidents to satisfaction of involved parties.
- Maintained facility and grounds to present positive image.
- Managed administrative logistics of events planning, event booking, and event promotions.
- Coordinated with sales and marketing teams to publicize and promote events.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations
Spa Operations Manager
Soho House New York
02.2021 - 02.2022
- Maximized efficiency through time management and staff supervision to boost productivity.
- Recorded product sales into spa's weekly income report.
- Generated reports to track spa performance and make recommendations for improvement.
- Oversaw calendar to manage team schedule and keep shifts appropriately staffed.
- Conducted regular staff meetings, informing team members of new spa services and policies.
- Handled high priority clients while managing day-to-day activities of spa and employees to maximize profits.
- Developed and implemented marketing and promotional strategies to increase awareness of spa and attract new customers.
- Managed expenses and controlled costs through proper salon budget development and monitoring.
- Conducted internal audits of spa finances and completed basic accounting functions to maintain accurate records.
- Led spa tours for new members to familiarize guests with services provided.
- Trained and supervised spa staff on best practices, sales techniques and customer service.
- Recommended spa treatments and services, boosting sales and bringing in new clientele.
- Managed activities related to staff training, treatment procedures, inventory management and marketing.
- Worked with suppliers to identify cost savings opportunities resulting in 30% reduction in expenses.
- Skilled at working independently and collaboratively in a team environment
- Cultivated interpersonal skills by building positive relationships with others
- Acted as a team leader in group projects, delegating tasks and providing feedback
- Worked effectively in fast-paced environments
Spa Manager/ Spa Director
Park Hyatt Hotel
11.2017 - 06.2019
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Developed and implemented business strategies to achieve business goals and stay competitive.
- Managed and motivated employees to be productive and engaged in work.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Managed activities related to staff training, treatment procedures, inventory management and marketing
- Inspected salon stock, identifying shortages, replenishing items and maintaining consistent spa inventory
Spa Operations Manager
Peninsula Hotel
09.2014 - 11.2017
- Analyzed and reported on key performance metrics to senior management.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Mitigated business risks by working closely with staff members and assessing performance.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Developed and implemented strategies to maximize customer satisfaction.
- Developed and maintained relationships with external vendors and suppliers.
- Interacted well with customers to build connections and nurture relationships.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Skilled at working independently and collaboratively in a team environment
- Cultivated interpersonal skills by building positive relationships with others
- Acted as a team leader in group projects, delegating tasks and providing feedback
- Gained extensive knowledge in data entry, analysis and reporting
- Worked well in a team setting, providing support and guidance
Spa Reception/Membership & Group Sales Manager
Peninsula Hotel
12.2010 - 09.2014
- Led team of marketing professionals, offering mentoring and coaching to build knowledge and skills.
- Mentored local personnel on best practices and protocols to maximize productivity.
- Established, initiated and optimized business development strategies based on company targets, product specifications, market data, and budget factors.
- Analyzed and reported on KPIs to validate and demonstrate success of marketing campaigns.
- Generated sponsorships with related and partnering entities to enhance marketing objectives.
- Conducted market research to identify new opportunities and target markets.
- Worked effectively in fast-paced environments
- Identified issues, analyzed information and provided solutions to problems
Spa Concierge/Group Coordinator
Mandarin Oriental Hotel Group
11.2003 - 12.2010
- Conducted routine inspections to check quality and compliance with established specifications.
- Monitored team performance to identify productivity improvement opportunities.
- Delegated tasks strategically and monitored progress for timely completion.
- Attended staff development meetings and workshops and applied information from those events into daily activities.
- Maintained and updated departmental files, various project files and other individual filing systems monthly.
- Resolved conflict quickly to limit operational disruption and maintain positive, productive working environments.
- Trained new team members by relaying information on company procedures and safety requirements.
- Reviewed daily requirements and forecasts and delegated work for optimal coverage.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Prepared, calibrated, and monitored production levels to achieve targets.
- Created and distributed departmental reports.
Education
Liberal Arts
Medgar Evers College of The City University of New York
Brooklyn, NYPsychology
Kaplan University
Skills
- Financial Management
- Customer Service
- Risk Management
- Google Docs
- Program Development
- Vendor Negotiations
- Microsoft Office
- Staff Training
- Employee Scheduling
- Profit and Loss
- Project Planning
- ADP Workforce Now
- Paycom
- Retailer Event Coordination
- Department Oversight
- Customer Interaction
- Proficient in various Spa booking systems
- Recruitment
- Verbal and written communication
- Exceptional interpersonal communication
- Coaching and mentoring
- Efficient multi-tasker
Languages
Spanish
Native or Bilingual
Additional Information
Soho House, New York - Awarded Manager for the Year 2021
Timeline
Assistant General Manager
THE WELL
08.2023 - Current
General Manager - Soho Works
Soho House New York
02.2022 - 01.2023
Spa Operations Manager
Soho House New York
02.2021 - 02.2022
Spa Manager/ Spa Director
Park Hyatt Hotel
11.2017 - 06.2019
Spa Operations Manager
Peninsula Hotel
09.2014 - 11.2017
Spa Reception/Membership & Group Sales Manager
Peninsula Hotel
12.2010 - 09.2014
Spa Concierge/Group Coordinator
Mandarin Oriental Hotel Group
11.2003 - 12.2010
Liberal Arts
Medgar Evers College of The City University of New York
Psychology
Kaplan University
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