Kristen Hilliard
Summary
Dynamic Spa Manager with a proven track record at Hand & Stone Massage and Facial Spa, excelling in customer acquisition and staff management. Enhanced client satisfaction through effective upselling techniques and rigorous hygiene standards, resulting in increased revenue and repeat business. Committed to fostering a high-performing team through ongoing coaching and performance evaluations.
Overview
9
9
years of professional experience
Work History
Spa Manager
Hand & Stone Massage and Facial Spa -Lightning Inc
02.2024 - Current
- Implemented stringent hygiene protocols, ensuring highest industry standards and client confidence.
- Coordinated special events, attracting new clients and boosting overall sales.
- Managed inventory control, reducing waste and lowering product costs.
- Improved staff skill sets with ongoing education on latest spa techniques, ensuring top-tier service provision.
- Managed activities related to staff training, treatment procedures, inventory management and marketing.
- Managed payroll processes, adhering to budget guidelines while maintaining adequate staffing levels at all times.
- Optimized inventory management, preventing product shortages and overstock situations.
- Trained and mentored staff members to achieve optimal performance levels and maintain high standards of service.
- Resolved client complaints with empathy and professionalism, maintaining high standards of customer service.
- Conducted regular performance evaluations, providing constructive feedback to enhance employee development.
- Enhanced team performance with regular motivational meetings and constructive feedback, leading to more cohesive and efficient team.
- Established a welcoming atmosphere for guests through exceptional customer service interactions from arrival to departure.
- Maintained cleanliness and safety standards within the spa facility, ensuring compliance with all regulations.
- Maximized efficiency through time management and staff supervision to boost productivity.
- Coached employees on upselling techniques, resulting in higher average ticket sales per guest visit.
- Utilized promotions, print and digital marketing to attract new clients.
- Conducted regular staff meetings, informing team members of new spa services and policies.
- Trained and supervised spa staff on best practices, sales techniques and customer service.
Regional Sales Director
Hand & Stone Massage and Facial Spa- Spiaggia LLC
04.2022 - 02.2024
- Boosted regional sales by implementing targeted marketing strategies and fostering strong client relationships.
- Analyzed customers'' feedback enabling improvements in product offerings leading to higher levels of satisfaction.
- Developed and executed sales plans for consistent growth in revenue and profitability.
- Created regional sales plans and quotas.
- Implemented effective training programs for new hires as well as ongoing professional development initiatives for existing staff members.
- Delivered exceptional customer service, resulting in increased retention rates, referrals, and repeat business from satisfied clients.
- Prepared and reviewed annual budgets.
- Exceeded quarterly and annual sales goals consistently by closely monitoring team performance and adjusting strategies accordingly.
- Evaluated store and individual performances.
- Led a high-performing sales team, providing coaching and mentoring to achieve ambitious targets.
Assistant Spa Manager
Hand & Stone Massage And Facial Spa- Spiaggia LLC
12.2020 - 04.2022
- Assisted in increasing spa revenue through effective upselling and promotion of additional services and packages.
- Improved customer satisfaction by consistently providing exceptional service and maintaining a welcoming spa environment.
- Maintained cleanliness and hygiene standards across all areas of the spa, contributing to a safe and comfortable environment for both staff and clients.
- Streamlined payment processing systems for efficient transactions at checkout.
- Organized special events such as holiday promotions or group bookings, ensuring smooth operations during high-traffic periods.
- Fostered strong relationships with clients, resulting in increased repeat bookings and referrals.
- Managed inventory effectively, ensuring adequate stock levels while minimizing waste and costs.
Lead Spa Sales Associate
Hand & Stone Massage And Facial Spa- Spiaggia LLC
08.2020 - 12.2020
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to build rapport and loyalty.
- Helped customers locate products and checked store system for merchandise at other sites.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
Verification Specialist
Universal Background Screening
02.2019 - 03.2020
- Verified client information by analyzing existing evidence on file.
- Determined appropriateness of payers to protect organization and minimize risk.
- Reduced errors in documentation by thoroughly cross-checking data against established parameters.
- Contributed to a positive work environment by actively participating in training sessions and sharing knowledge with team members.
- Upheld company reputation for integrity by consistently applying ethical standards during all stages of the verification process.
- Increased efficiency of the verification team through diligent collaboration and clear communication with colleagues.
- Applied problem-solving skills when faced with challenges or discrepancies during the verification process, seeking guidance from supervisors when needed.
- Maintained accurate records of all verifications performed, ensuring easy access and retrieval when required by audit or management review.
- Participated in regular performance reviews, using constructive feedback as an opportunity for growth and development within my role as a Verification Specialist.
- Prioritized workload efficiently, managing multiple cases simultaneously without compromising on quality or accuracy.
Pediatric Dental Assistant
Hilgers Pediatric Dentistry
11.2016 - 10.2018
- Collaborated with dental team members for seamless coordination of care for pediatric patients.
- Assisted dentists during procedures, effectively anticipating needs and reducing treatment times.
- Optimized patient flow in the dental office by coordinating with front desk staff, dental hygienists, and dentists for seamless transitions between appointments.
- Maintained a clean, safe environment in the treatment rooms, adhering to stringent sterilization protocols.
- Educated parents on preventative measures such as proper brushing techniques, flossing habits, and nutritional choices that contribute positively to their child''s oral health.
- Utilized digital radiography equipment to capture high-quality diagnostic images, aiding in accurate diagnoses and treatment planning.
- Ensured optimal oral health for pediatric patients with thorough teeth cleaning and fluoride treatments.
- Improved patient comfort by providing educational materials and addressing their concerns regarding dental procedures.
- Enhanced office efficiency by maintaining accurate patient records and scheduling appointments according to dentist availability.
- Prepared treatment rooms efficiently before each procedure, setting up instruments and equipment as needed.
- Continuously updated knowledge of pediatric dentistry best practices through ongoing professional development opportunities.
Education
No Degree - Dental Assisting
Altrain Dental Assisting Academy
Phoenix, AZ12-2016
High School Diploma -
Primavera Online High School
Chandler, AZ07-2016
Skills
- Health and safety regulations
- Appointment scheduling
- Facility maintenance
- Staff management
- Schedule coordination
- Performance evaluations
- Employee coaching
- Customer feedback analysis
- Customer acquisition
- Promotions coordination
- Upselling services
- Spa operations
- Client service management
- Hygiene standards
- Spa advertising
Timeline
Spa Manager
Hand & Stone Massage and Facial Spa -Lightning Inc
02.2024 - Current
Regional Sales Director
Hand & Stone Massage and Facial Spa- Spiaggia LLC
04.2022 - 02.2024
Assistant Spa Manager
Hand & Stone Massage And Facial Spa- Spiaggia LLC
12.2020 - 04.2022
Lead Spa Sales Associate
Hand & Stone Massage And Facial Spa- Spiaggia LLC
08.2020 - 12.2020
Verification Specialist
Universal Background Screening
02.2019 - 03.2020
Pediatric Dental Assistant
Hilgers Pediatric Dentistry
11.2016 - 10.2018
No Degree - Dental Assisting
Altrain Dental Assisting Academy
High School Diploma -
Primavera Online High School
Similar Profiles
Ashley BojorquezAshley Bojorquez
Spa Associate at Hand and Stone Massage and Facial SpaSpa Associate at Hand and Stone Massage and Facial Spa
Lisa CasaleLisa Casale
Licensed Massage Therapist at Hand and Stone Massage and Facial SpaLicensed Massage Therapist at Hand and Stone Massage and Facial Spa
Kayla SinghKayla Singh
Receptionist / Administrative & HR Support at Hand & Stone Massage and Facial SpaReceptionist / Administrative & HR Support at Hand & Stone Massage and Facial Spa
NICOLE GONZALESNICOLE GONZALES
Sales Associate at Hand & Stone Massage And Facial SpaSales Associate at Hand & Stone Massage And Facial Spa
Evelyn FetiEvelyn Feti
Spa Manager at Players Club & SpaSpa Manager at Players Club & Spa