SPA OPERATIONS SUPERVISOR tại MANDARIN ORIENTAL HOTEL(MOKUL)

5/2012 → 3/2016 (3 năm 9 tháng)

KUALA LUMPUR, MALAYSIA.

• Familiarity/prior experience regarding the pre-opening process for the newly refurbished Spa, Fitness Centre and Pool. • Provided effective time management and operating skills to manage and motivate team of 22 employees. • Conducted trainings and mentored department staff to commit to Integrated Management System (IMS), ISO14001 Environmental Management System, 18001 Occupational Health and Safety Management System (OHSAS), ISO 22000 Food Safety Management System. • Created and initiated ResMax standard Checklist (Quality Track International) for Spa department in 2012, which was highly recognized and set as the compulsory checklist by the Department Manager. • Developed and reviewed all Standard Operating Procedures with the Spa department staff. • In charge of Inventory as well as ordering Retail and Professional products, Guest supplies, and Non-Guest Supplies for The Spa and Fitness Wellness Department based on monthly inventory and usage analysis. • Developed a successful Spa promotional plan in liaising with the Spa Manager leading to an increase in revenue.

ASSISTANT SPA MANAGER tại MANDARIN ORIENTAL HOTEL(MOKUL)

4/2016 → 7/2018 (2 năm 2 tháng)

KUALA LUMPUR, MALAYSIA.

• Managed a team of 25 co-workers in the Spa and Fitness Department ensuring guests received 5-star customer service. • Accounted for and maintained all essential operations functions of the Spa and Fitness facility. • Reviewed Spa treatment turnover reports regularly to ensure maximization, full utilization of professional therapists’ time, waste minimization, and all financial goals were met or exceeded as expected. • Checked daily figures against the budget and made the proper decisions for any schedule adjustments, if necessary. • Assessed all mystery shopper, Mandarin Oriental Quality Assurance (MOQA), Quality Track International (Resmax), and Fire, Life, Health, Safety, Security and Environment (FLHSSE) reports. • Conducted appraisal as well as appropriate training, verified checklist enhancements, and created, as well as, implemented an action plan to further improve services in different areas of the Spa to achieve 100% guest satisfaction. • Worked side by side with my Spa Director and fellow colleagues to successfully achieve both short-term and long-term department goals. • Fostered mutual respect to and from fellow co-workers and became a mentor/trainer to newly hired employees.

INTERIM DIRECTOR OF SPA & WELLNESS tại MANDARIN ORIENTAL HOTEL (MOTPE)

2/2019 → 9/2019 (7 tháng)

TAIPEI, TAIWAN

• Successfully helped inspire others via my goal-oriented managing skills, excellent communication, engaging personality, passion, professionalism, and “being of service”, during the hotel’s search for a new Spa Director. • Provided direction and supervision to all 35 Spa, Fitness Wellness and Pool employees, as well as, help be a mentor to them. • Instilled awareness of and emphasis on both Spa offerings and retail products available to continually increase revenue. • Met with potential suppliers and distributors regarding new luxury brand products for purchase to enhance the Spa department, customer experience, and further increase in revenue. • Promoted new membership, increase participation, and maintain strong relationships with all members and staff. • Coordinated the daily organization and administrative functions of the Spa department, ensuring all reports and data are submitted accurately and on time to the required hotel departments. • Attended meetings with upper management regarding the Spa’s current status, outlook, profit & lost, budget & forecast, guest satisfaction, inventory, growth opportunities, creative new promotions as well as risk management. • Made it a priority to exceed client expectations, ensuring complete happiness through advanced preparation, anticipating any possible needs, and face to face communication.

SPA OPERATIONS MANAGER tại MANDARIN ORIENTAL HOTEL (MOTPE)

7/2018 → 7/2020 (2 năm )

TAIPEI, TAIWAN

• Successfully implement new innovative ideas to promote the Spa department and create more visibility throughout the entire hotel catering to members, hotel guests and non-members. • Organize and supervise the Spa, Fitness Wellness, Pool and front desk operations. • Manage 35 Spa and Fitness Wellness employees, ensuring they provide the highest quality of service for both departments. • Responsible for the appropriate scheduling and coverage of both the Spa and Fitness Wellness operations. • Promote new membership, increase participation, and maintain strong relationships with all members and staff. • Establish a monthly reporting system to monitor key performance indicators, operational expenses, project updates, and Legendary Quality Experience (LQE) activities. • Always lead the Spa department regarding its commitment to follow all local and corporate policies and procedures ensuring total compliance with both hotel and LQE standards of operation to provide exceptional service. • Closely monitor the daily, weekly, and monthly financial performance of the Spa operations providing solutions to improve any potential problem areas and assisting in implementing successful corrective measures. • Foster mutual respect to and from fellow co-workers and became a mentor/trainer to newly hired employees. • Recruited, hired as well as manage performance appraisal process for team members to give them updates, build their skill-set, help the them grow, coaching and motivate them. • Positively, patiently, and expeditiously handle any guest complaints to complete resolution to exceed customer satisfaction.

100% Attendant in Year 2017

12/2017

NA

Leader of the Month

4/2017

NA

Certificate of Recognition- 5 Years Outstanding Service

12/2016

NA

Delighted Mystery Shopper MOQA

3/2016

NA

100% Perfect Call for Spa Reservation

8/2013

NA

Achieved 100% Mystery Shopper 2008

5/2008

NA

Achieved 100% Mystery Shopper

12/2007

NA

Top Achiever of SPA LQE Test

9/2007

NA