LAURA CARTAGENA
Holiday,FL
Summary
Dynamic spa leadership professional with over 13 years of experience in luxury wellness environments, including renowned establishments such as The Tampa EDITION, JW Marriott, and Four Seasons. Licensed Massage Therapist and Esthetician with expertise in team training, service excellence, guest experience enhancement, and performance coaching. Proven track record in designing impactful training programs that elevate service consistency, boost therapist confidence, and drive retail performance while significantly enhancing guest satisfaction. Recognized for an empathetic leadership style that fosters high-performance teams and strong client loyalty, ready to transition into a Management role with a comprehensive foundation in operational support and luxury wellness leadership.
Overview
2
2
Languages
7
7
years of professional experience
Work History
Spa Trainer, Massage Therapist, Esthetician
The Tampa Edition
Tampa
11.2024 - Current
- Lead training and development initiatives for spa therapists and service providers in a luxury hospitality environment, ensuring consistency in treatment delivery, guest experience, and brand standards.
- Design and facilitate onboarding, service education, and ongoing coaching programs to strengthen team confidence in treatment protocols and product knowledge.
- Partnered with spa leadership to enhance service excellence, client satisfaction, retail performance, and team accountability.
- Collaborated with skincare and wellness brand partners to implement protocol training that improved product efficacy and treatment outcomes for an elevated guest experience.
- Mentored spa team members, cultivating a culture of professionalism and continuous learning to drive high performance.
Massage Therapist, Esthetician
JW MARRIOTT
Tampa
09.2021 - 11.2024
- Delivered exemplary guest service to luxury spa clientele at Forbes-recommended properties, enhancing overall guest experience.
- Specialized in massage and facial treatments including HydraFacial, Babor Skincare, Eminence facials, and body treatments, ensuring high-quality service delivery.
- Promoted enhancements and additional products pre and post-service, contributing to revenue growth.
Massage Therapist, Esthetician
Spa Oceana
Saint Petersburg
10.2019 - 11.2024
- Upsold services to guests, including "Service of the Month," increasing overall sales.
- Developed and nurtured relationships with diverse customer base, enhancing long-term client loyalty.
- Mastered core product capabilities and promoted benefits to current and prospective customers.
Education
Florida College of Natural Health
Skills
- Book4Time
- Brand Training & Team Development
- Retail and Enhancement Sales
- Spa Operations Support
- Forbes
- New hire training
- Hotshop
- Team leadership & Mentorship
Languages
English
Spanish
Luxury Resort Experience
Four Seasons Resort Orlando at Walt Disney World. The Vinoy Resort & Golf Club. Mandara Spa Lowes Portofino at Universal Studios. Mandara Spa at Walt Disney World Resort. Gaylord Palms Resort & Convention Center. Sandpearl Spa.
Timeline
Spa Trainer, Massage Therapist, Esthetician
The Tampa Edition
11.2024 - Current
Massage Therapist, Esthetician
JW MARRIOTT
09.2021 - 11.2024
Massage Therapist, Esthetician
Spa Oceana
10.2019 - 11.2024
Florida College of Natural Health