Patty Rook
Wildomar,CA
Summary
Seasoned Director of Operations with significant experience in overseeing daily operations, improving efficiency, and leading successful teams. Proven leadership skills demonstrated through management of cross-functional teams and strategic planning initiatives. Track record of implementing operational improvements that increase productivity and reduce costs.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Director of Operations
Osmolarity Lab, Inc.
Temecula, CA
11.2021 - Current
- Manage overall organizational operations, including budgeting, staffing, and performance management.
- Implement strategic initiatives enhancing operational efficiency and trimming costs to boost profitability.
- Create and implement operating protocols to enhance consistency, improve quality, and workflow.
- Developed training programs for new employees as well as existing staff members.
- Maintained budgeting documents for accurate tracking of expenses.
- Conduct routine process audits to guarantee adherence to industry rules and company guidelines.
- Analyzed data trends and identified potential risks or opportunities associated with operations.
- Manage employee recruitment, onboarding, and development.
- Implement targeted strategies based on survey feedback to increase overall satisfaction metrics.
- Create a comprehensive annual marketing plan encompassing marketing materials and promotions.
- Design and manage workplace training sessions that boost employee engagement.
- Develope and maintain client relationships to grow business and improve account retention.
- Manage and optimize payroll, retirement benefits, licenses, taxes, permits, and insurance policies.
Director of Spa
Glen Ivy Hot Springs
Corona, CA
12.2017 - 11.2021
- Led a diverse team with responsibility for overseeing the activities of 7 leaders, managing an annual workforce of 120 employees, and coordinating the work assignments for 60 seasonal workers
- Formulated projections and trends using data analysis
- Facilitated executive meetings in the absence of the GM.
- Facilitated clear communication of ongoing projects and deadlines to team members
- Streamlined processes through the development and implementation of efficient policies and procedures.
- Contributed in creating detailed expense and revenue budgets on a regular basis
- Executed staffing decisions in accordance with company policies
- Coordinated special events, such as media events or retreats, at the spa facility.
- Oversaw daily operations of the spa including staffing, scheduling, sales, inventory control, maintenance, and safety protocols.
- Monitored customer feedback to identify areas of improvement in service offerings.
- Initiated and maintained effective relationships with vendors and suppliers.
- Managed inventory control procedures, completing a successful product line transition for Skin Care.
- Researched industry trends to stay up-to-date on current developments in the field.
- Provided support to team members regarding customer service issues or product knowledge questions.
- Analyzed financial statements regularly to assess profitability of the business.
- Ensured that proper sanitation procedures were followed at all times according to state regulations.
- Organized training programs for employees on new treatments or products offered by the spa.
- Conducted regular performance reviews to evaluate employee productivity and effectiveness.
Director of Operations
01.2014 - 12.2017
- Directed the operations and logistics of a multi-million dollar business.
- Developed and implemented operational strategies to maximize efficiency, reduce costs, and improve customer satisfaction.
- Managed day-to-day operations of a large staff in multiple departments.
- Coordinated activities between different departments to ensure successful completion of projects.
- Analyzed financial data to make informed decisions on cost savings initiatives.
- Created policies and procedures for improved workflow processes.
- Provided leadership and guidance to managers and supervisors.
- Conducted performance reviews for direct reports and provided feedback for improvement opportunities.
- Implemented systems for monitoring employee attendance, scheduling, payroll.
- Developed training programs for new employees as well as existing staff members.
- Resolved customer service issues in a timely manner while maintaining high levels of customer satisfaction.
- Monitored inventory levels to ensure adequate stock was available at all times.
- Facilitated meetings with key stakeholders to discuss progress towards objectives.
- Identified areas where process improvements could be made resulting in increased productivity.
- Analyzed data trends and identified potential risks or opportunities associated with operations.
- Worked with management team to develop operational goals aligned with business strategy.
- Recognized employees for demonstrating excellent service resulting in increased company morale.
Spa Director
Glen Ivy Hot Springs
Corona, CA
02.2003 - 01.2014
- Advanced from lower-level positions until achieving executive status.
- Spa Director
- Operations Administrator
- Salon Manager
- Spa Supervisor
- Guest Services Supervisor
- Spa Coordinator Lead
- Spa Coordinator
Education
Associate of Arts - Art
Riverside Community College
Norco, CA06-2003
Skills
- Proficient in Microsoft Programs
- Workflow Optimization
- Program Development
- Long-Term Planning
- Performance Management
- Conflict Resolution
- Client Engagement
- Office Management
- Project Management
- Financial Reporting
- Forecasting & Budgeting
- Change Management
- Human Resources
- Marketing
- Payroll
- Merchandising
Consultingexperience
- GOCO Hospitality, Los Cabos, Mexico, 01/2019, Consulted for the Viceroy Los Cabos, Mexico to assist in the re-opening of The Spa at Viceroy Los Cabos. Worked closely with the General Manager and the Spa Director to create policies and procedures, address safety concerns, educate staff and create a menu of services. Provided guidance on product line choices and assisted in creating vendor relationships. Created rituals and services authentic to the history and culture of the area. Provided a detailed report with a timeline of items that would ensure the success of the re-opening and crucial feedback for the leadership team.
- Osmolarity Lab, Inc., 10/2019, Consulted for Osmolarity Lab, Inc., a Medical Aesthetics and Wellness Center that produces tailored treatments for individual needs with the goal of reaching peak performance, wellness, and individual confidence. Assisted with strategic planning, project management, marketing, and employee development until offered a full-time position in 2021.
Certification
ISPA Certified Spa Supervisor
This certification is nationally recognized in the hospitality industry.
Timeline
Director of Operations
Osmolarity Lab, Inc.
11.2021 - Current
Director of Spa
Glen Ivy Hot Springs
12.2017 - 11.2021
Director of Operations
01.2014 - 12.2017
Spa Director
Glen Ivy Hot Springs
02.2003 - 01.2014
Associate of Arts - Art
Riverside Community College