Marbella Abascal Hernández
Miami,FL
Overview
22
22
years of professional experience
Work History
Spa and Retail Manager
The Spa at Mandarin Oriental, Miami
Miami, FL
08.2022 - Current
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Staged merchandise and stocked sales floor to stimulate impulse sales.
- Coached, managed and developed teams to provide exceptional service and achieve sales goals.
- Maintained store staff by recruiting, orienting and training employees.
- Effectively managed inventory controls and re-orders within budget guidelines.
- Resolved conflicts among staff, maintaining a harmonious workplace.
- Oversaw inventory management, including ordering, receiving, and stock optimization.
- Fostered a positive work environment, encouraging teamwork and employee engagement.
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
- Supervised staff to ensure customer satisfaction and proper performance of duties.
- Developed strategies for increasing sales and improving customer service.
- Hired, trained, mentored, and evaluated staff members on a regular basis.
- Conducted inventory management activities such as receiving shipments and maintaining stock levels.
- Resolved customer complaints in an efficient manner while ensuring customer satisfaction.
- Created weekly schedules for store employees according to labor laws and budget constraints.
- Negotiated contracts with vendors for supplies, products, and services.
- Attended trade shows, conferences, and other industry events to stay current with trends.
- Oversaw all aspects of merchandising within the store including product placement and display design.
- Monitored inventory, cash, and payroll processes to keep location running smoothly.
- Managed visual merchandising, maintaining standards and elevating customer experience.
Assistant Spa Manager
The Spa at Mandarin Oriental, Miami
Miami, FL
09.2019 - 08.2022
- Maintained an organized inventory of products, materials, and supplies.
- Provided exceptional customer service to guests at all times.
- Tracked employee performance and provided feedback for improvement.
- Oversaw daily operations to ensure smooth running of the spa facility.
- Resolved any conflicts or disputes between customers or staff members in a professional manner.
- Assisted in the development and implementation of spa policies and procedures.
- Developed and implemented training programs for staff members.
- Ensured that all equipment was properly maintained and serviced on a regular basis.
- Organized special events such as promotional activities, workshops.
Spa Supervisor
The Spa at Mandarin Oriental, Miamj
Miami , FL
05.2018 - 08.2019
- Provided daily supervision of spa staff to ensure efficient operations and customer satisfaction.
- Ensured compliance with safety regulations and maintained a safe, clean working environment.
- Conducted monthly meetings with staff to discuss operational strategies and updates.
- Resolved conflicts between staff members in a professional manner.
- Interacted directly with customers to provide excellent service and address any complaints or concerns.
- Tracked employee attendance records ensuring adherence to company policies regarding punctuality.
- Provided employees with feedback on how to improve performance and increase profitability of spa services.
Spa Learning Quality Trainer
The Spa at Mandarin Oriental, Miami
Miami, FL
05.2017 - 06.2018
- Developed and conducted comprehensive quality training programs for new hires.
- Created and maintained detailed training materials to ensure consistency in the delivery of quality standards.
- Conducted regular assessments to measure employee understanding of quality processes.
- Provided guidance and support on best practices related to quality assurance.
- Monitored progress of trainees by observing their performance during practical exercises.
- Developed case studies, role-plays, videos, and other interactive activities to enhance learning experience.
Spa and Retail Concierge
The spa at Mandarin Oriental , Miami
Miami , FL
03.2016 - 05.2017
- Greeted customers and answered their inquiries regarding hotel services, amenities, and local attractions.
- Responded promptly to all customer inquiries via telephone, email or face-to-face contact while maintaining a friendly demeanor.
- Offered personalized concierge services such as booking spa appointments or arranging transportation needs for guests.
- Maintained a professional presence at the front desk area by adhering to dress code standards.
- Developed strong relationships with key partners in order to ensure smooth operations between departments.
- Acknowledged and greeted guests entering or leaving building, promoting pleasant environment.
Store Merchandising Manager
Gap
Miami , FL
09.2012 - 03.2016
- Created visual displays in store windows and on sales floors to attract customers.
- Monitored competitor pricing and adjusted pricing accordingly.
- Provided leadership, motivation and guidance to subordinate staff members.
- Supervised stockroom operations including receiving, stocking, replenishment and returns processing.
- Maintained records of inventory transactions such as receipts, shipments, price changes.
- Worked closely with marketing team to develop promotional materials for upcoming events.
- Organized clearance items into attractive displays in order to maximize sales potential.
- Inspected merchandise regularly for defects or damage prior to putting out on floor for sale.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Delegated work to staff, setting priorities and goals.
Store General Manager
TAHA Shoes
Miami, Fl
02.2003 - 03.2013
- Developed and implemented strategies to improve customer service, increase sales, and maximize profitability.
- Monitored store operations including inventory control, budgeting, pricing and merchandising.
- Maintained a safe working environment by adhering to all safety regulations and policies.
- Hired, trained and supervised staff members in accordance with organizational guidelines.
- Established performance goals for employees and monitored progress towards those objectives.
- Analyzed sales figures and forecast future sales volumes to plan promotions accordingly.
- Resolved customer complaints promptly while maintaining excellent customer service standards.
- Planned monthly work schedules to ensure adequate coverage during peak business hours.
- Managed inventory tracking and physical inventory counts to minimize loss.
- Trained and mentored associates to teach daily tasks and procedures.
- Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
- Built customer confidence by actively listening to concerns and complaints and quickly resolving issues.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Established store tactics and strategies to achieve operational performance and sales goals.
Education
Associate of Arts - Licenciada En Educación Preescolar
Universidad Pedagógica
Maracay, Aragua 07-2001
Skills
- Staff recruitment
- Employee Scheduling
- Cash Management
- Business Administration
- Staff Management
- Inventory Control
- Operations Management
- Business Development
- Customer Service
- Team Training
- Visual Merchandising
- Quality Assurance
- Leadership Development
- Budget Planning
- Driving business growth
- Relationship selling
- Complaint resolution
- Team training and development
Timeline
Spa and Retail Manager
The Spa at Mandarin Oriental, Miami
08.2022 - Current
Assistant Spa Manager
The Spa at Mandarin Oriental, Miami
09.2019 - 08.2022
Spa Supervisor
The Spa at Mandarin Oriental, Miamj
05.2018 - 08.2019
Spa Learning Quality Trainer
The Spa at Mandarin Oriental, Miami
05.2017 - 06.2018
Spa and Retail Concierge
The spa at Mandarin Oriental , Miami
03.2016 - 05.2017
Store Merchandising Manager
Gap
09.2012 - 03.2016
Store General Manager
TAHA Shoes
02.2003 - 03.2013
Associate of Arts - Licenciada En Educación Preescolar
Universidad Pedagógica