Summary
Overview
Work History
Education
Skills
Timeline
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Katelyn Thomas

Atlanta,GA

Summary

Highly motivated and organized individual with over 4 years of experience in spa customer service and management. Versed in solving range of daily issues with efficient and professional yet positive attitude. Adapts easily to changing demands and learns new information quickly. Accomplished leader and team manager.

Overview

3
3
years of professional experience

Work History

Front Desk Lifestyle Consultant

Massage Heights
09.2023 - Current
  • Increased client retention by building strong relationships and providing exceptional service.
  • Successfully completed sales bootcamp to enhance sales techniques, resulting in consistently maintaining a top number of memberships sold within spa as a Front Desk Lifestyle Consultant.
  • Demonstrated ability to significantly increase "elevation" percentage, which represents upgrades on services booked, leading to higher sales and increased profitability for the spa.
  • Utilized a welcoming and friendly personality to effectively sell and upsell spa services, contributing to enhanced customer retention and satisfaction.
  • Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
  • Enhanced customer satisfaction by providing efficient and professional front desk services.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Scheduled, coordinated and confirmed appointments.
  • Diligently maintained schedule maximization, ensuring optimal utilization of appointments and resources to enhance operational efficiency and customer satisfaction.
  • Resolved customer issues quickly and notified supervisor immediately when problems escalated.
  • Collected room deposits, fees, and payments.

Spa Front Desk Manager

HueVine Wellness and Spa
01.2021 - 08.2023
  • Managed team of 5 licensed estheticians, overseeing their performance for customer experience and flow.
  • Ensured efficient utilization of "Vagaro POS system" for handling all guest operations, including appointments, follow-ups, and technician scheduling and marketing.
  • Demonstrated efficiency, organization, and multitasking abilities in managing various responsibilities at HueVine Spa, including customer service, appointment scheduling, inventory management, and administrative tasks.
  • Personally managed customer interactions via phone and in person, handling appointment bookings, inquiries, and resolving issues.
  • Optimized customer experience throughout spa to deliver seamless and exceptional customer experience from arrival to departure. (Thus boosting our Google rating to 4.8 stars)
  • Implemented follow-up strategies to maintain strong customer connections and encourage repeat visits to HueVine Spa
  • Played key role in meeting weekly and monthly retail goals by motivating staff to effectively promote and sell products.
  • Collaborated with Spa Owner as A liaison to provide unique experiences for VIP customers, including managing beverage and food flow, special attention catering, and organizing special events.
  • Managed retail inventory and ensured attractive retail presentation to enhance product visibility and sales.
  • Prepared to open or close spa operations as needed, demonstrating flexibility and readiness to handle operational responsibilities.
  • Actively participated in promoting Marketing and Brand Awareness initiatives to drive business growth and customer engagement.
  • Lead social media influencer outreach project to encourage influencers totaling over 200K followers to come in and showcase spa in a positive light

Education

Bachelor of Arts - Business Administration And Management

Clark Atlanta University
Atlanta, GA
05.2026

Internship -

Orange Internship
Syracuse, New York
05.2023

Skills

  • Excellent customer service skills
  • Strong organizational and time management skills
  • Proficient in using various spa software programs and tools
  • Ability to work in a fast-paced environment
  • Strong communication and interpersonal skills
  • Ability to work independently and as part of a team
  • Retail Management
  • Building rapport

Timeline

Front Desk Lifestyle Consultant

Massage Heights
09.2023 - Current

Spa Front Desk Manager

HueVine Wellness and Spa
01.2021 - 08.2023

Bachelor of Arts - Business Administration And Management

Clark Atlanta University

Internship -

Orange Internship

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Katelyn Thomas