Katelyn Thomas

Atlanta,GA

Summary

Dedicated leader with 3 years in spa operations and 4 years in customer service. Skilled in leading teams, optimizing processes, and maintaining service excellence. Proficient in spa management software, problem-solving, and promoting spa programs. Strong leader with excellent communication skills and a passion for delivering personalized, memorable guest experiences.

Overview

years of professional experience

Work History

Assistant Retreat Director (Assistant Manager

Massage Heights

09.2023 - Current

Increased client retention through strong relationships and exceptional service.
Completed sales bootcamp, consistently achieving top membership sales as an assistant retreat director.
Significantly increased service upgrades, boosting sales and profitability.
Utilized a friendly personality to effectively sell and upsell spa services, enhancing customer retention.
Managed high-volume phone calls, directing inquiries for prompt resolution.
Provided efficient and professional front desk services, enhancing customer satisfaction.
Greeted guests and managed check-in process.
Scheduled, coordinated, and confirmed appointments.
Maximized schedule utilization for optimal operational efficiency and customer satisfaction.
Resolved customer issues quickly and escalated problems when necessary.
Boosted positive customer reviews

Spa Front Desk Supervisor

HueVine Wellness and Spa

01.2021 - 08.2023

Managed a team of 5 estheticians, providing leadership and coaching for skill development.
Ensured efficient use of POS system for guest operations, including appointments, follow-ups, and scheduling.
Delivered personalized service with a professional attitude to guests and team members.
Demonstrated efficiency in customer service, appointment scheduling, inventory management, and administrative tasks.
Handled customer interactions, including appointment bookings and issue resolution.
Optimized customer experience, boosting Google rating to 4.8 stars.
Implemented follow-up strategies to maintain strong customer connections and encourage repeat visits.
Motivated staff to meet weekly and monthly retail goals through effective product promotion.
Prepared work schedules, trained concierge and attendants, and maintained beverage and amenity supplies.
Managed retail inventory and enhanced product visibility and sales.
Flexibly handled opening and closing spa operations.
Promoted marketing and brand awareness initiatives to drive business growth.
Maintained a calm demeanor in a fast-paced environment, comfortable around guests in a state of undress.

Property Management Assistant

Douglas Management

06.2020 - 12.2020

Enhanced tenant satisfaction by promptly addressing maintenance requests and ensuring timely resolution.
Streamlined rent collection process for improved efficiency and reduced delinquencies.
Assisted property owner in conducting regular inspections to maintain property standards and address any issues proactively.
Coordinated for cost-effective maintenance services, contributing to budget control.

Education

Bachelor of Arts - Business Administration And Management

Clark Atlanta University

05.2026

Internship -

Orange Internship

05.2023

Skills

Leadership and team management in spa operations
Exceptional customer service with a focus on personalization
Proficiency in spa management software
Strong communication and interpersonal abilities
Effective problem-solving and guest recovery

Organizational skills in scheduling and inventory management
Sales and marketing experience for spa programs and products
Flexibility in managing varied responsibilities and assuming managerial duties
Proficiency in English, computer skills, and basic accounting

Timeline