MHIA GONZALEZ
Bayside,NY
Summary
Bilingual leader in spa and wellness operations with hands-on experience in staffing, inventory, client service, and front-line sales. Builds accountable teams through training, performance feedback, and detailed KPI reporting while partnering with leadership on promotions, hiring, and operational improvements.
Overview
11
11
years of professional experience
Work History
Spa Operations Manager
Hand & Stone Massage and Facial Spa
Williamsburg, NY
02.2026 - Current
- Directed daily spa operations by managing staff schedules, reinforcing service standards, and coordinating workflows among sales associates, massage therapists, and estheticians to enhance service delivery.
- Led coaching efforts for membership conversion, prebooking, retail sales, and client follow-up, while reviewing performance and identifying improvement opportunities.
- Oversaw client issue resolution, membership freezes and cancellations, inventory control, cash handling, and opening and closing procedure.
- Collaborated with owner on hiring, training, staff accountability, promotional campaigns, and community outreach initiatives.
- Measured and reviewed performance via KPIs and metrics.
- Created detailed performance reports for individual departments to identify trends and inform strategic decisions.
Location Director
LaserAway
Tribeca, NY
11.2025 - 02.2026
- Led daily location operations, coordinating team coverage and client scheduling to ensure consistent service delivery.
- Supervised staff schedules, performance, and patient service standards.
- Coached staff on client engagement and sales performance, aligning training with location goals to enhance service standards.
- Resolved client concerns and collaborated with leadership to uphold operational and brand standards.
- Monitored compliance with medical spa policies and safety protocols.
- Assessed inventory levels for laser treatments, supplies, and equipment needs for laser treatments.
Luxury Sales Associate
Joanna Vargas
New York, NY
10.2025 - 12.2025
- Provided personalized treatment and skincare recommendations, boosting retail sales and ensuring high client satisfaction.
- Delivered welcoming luxury front-desk experience, coordinating appointments and client flow while enhancing communication with estheticians.
- Maintained client records and processed payments while professionally resolving service concerns.
Center Manager
European Wax Center
Brooklyn, NY
02.2022 - 09.2024
- Directed daily operations for a high-volume center, ensuring efficient workflows and enhancing client experience.
- Trained and developed front-desk associates and estheticians through targeted coaching and performance feedback, and improved service quality.
- Improved booking and customer service processes, contributing to a 20% increase in repeat clientele.
- Analyzed KPIs to guide staffing, local marketing, and operational improvements; partnered with regional leadership on promotions and product launches.
Manager in Training
European Wax Center
Bayside, NY
10.2022 - 01.2023
- Completed leadership training in operations, HR procedures, performance evaluations, and retail sales strategies to enhance team capabilities.
- Facilitated onboarding and coached staff on service delivery, product knowledge, and upselling to improve customer experience.
- Coordinated scheduling, inventory management, client engagement, and daily team operations to ensure smooth workflow.
Guest Service Associate
European Wax Center
Rego Park, NY
02.2021 - 08.2022
- Managed appointment scheduling and front-desk service to enhance guest experience in a high-volume environment.
- Coordinated client flow with estheticians and resolved guest concerns to improve guest retention.
- Built client relationships and recommended skincare products and services to drive team sales goals.
Office Manager
Doctor Edward Pineles
Fresh Meadows, NY
05.2020 - 03.2021
- Managed front-office operations, patient scheduling, intake, and medical records.
- Coordinated with physicians and staff to enhance appointment flow, resulting in reduced patient wait times.
- Managed insurance verification, billing support, and confidential communications, ensuring compliance with HIPAA regulations.
Art Keeper and Collection Archivist
Cisneros Collection
New York, NY
06.2015 - 03.2020
- Researched provenance, prepared condition reports, and coordinated artwork transport and exhibition logistics to maintain collection standards and facilitate access.
- Cataloged, organized, and preserved private art collection to ensure long-term integrity and accessibility.
- Developed a digital archiving system to improve access to collection records.
Education
John Jay College of Criminal Justice
04-2023
Skills
- Spa operations
- Membership sales
- Sales Performance
- Client Retention
- Performance Metrics
- Operational Reporting
- Inventory Management
- Staff coaching
- Payroll management
- Conflict management
- Community Engagement
- Bilingual Communication
Timeline
Spa Operations Manager
Hand & Stone Massage and Facial Spa
02.2026 - Current
Location Director
LaserAway
11.2025 - 02.2026
Luxury Sales Associate
Joanna Vargas
10.2025 - 12.2025
Manager in Training
European Wax Center
10.2022 - 01.2023
Center Manager
European Wax Center
02.2022 - 09.2024
Guest Service Associate
European Wax Center
02.2021 - 08.2022
Office Manager
Doctor Edward Pineles
05.2020 - 03.2021
Art Keeper and Collection Archivist
Cisneros Collection
06.2015 - 03.2020
John Jay College of Criminal Justice