Ayu DEWI
VANCOUVER
Summary
Dynamic Spa Experience Manager with a proven track record at Fairmont, excelling in guest experience management and team building. Expert in financial analysis and operations management, I have successfully enhanced service quality and implemented training programs, resulting in improved guest satisfaction and operational efficiency. Passionate about delivering exceptional spa experiences.
Overview
7
7
years of professional experience
Work History
Spa Manager
Fairmont
Vancouver
06.2024 - Current
- Manage the daily operations of the spa, including scheduling staff members, ordering supplies and maintaining inventories.
- Perform administrative duties such as budgeting, financial reporting, payroll processing, client tracking and billing systems.
- Develop and implement spa services policies, procedures and standards.
- Actively recruit and train qualified professionals for all spa positions.
- Spearheaded creation and implementation of programs focused on key-client business needs.
- Evaluate employee performance on an ongoing basis; provided feedback to enhance productivity levels.
- Identified opportunities for process improvements within the spa's operational structure.
- Maximized team performance through effective recruitment, hiring and training strategies.
Spa Experience Supervisor
Fairmont Pacific Rim
Vancouver
08.2022 - 06.2024
- Oversee daily operations to ensure efficiency and quality.
- Monitor employee productivity to provide constructive feedback and coaching.
- Conduct regular quality checks and audits to ensure adherence to Forbes 5-Star standards.
- Collaborate with other departments to coordinate workflow processes between teams.
- Evaluate employee performance through periodic reviews and document results accordingly.
- Recruit, hire, train, mentor, coach, evaluate staff as necessary.
- Develop and implement operational policies and procedures to ensure efficiency and accuracy of workflows.
- Manage financial budgets, reporting, and forecasting activities.
- Assist with contract negotiations with vendors and suppliers.
- Conduct regular staff meetings to communicate goals, updates, and expectations.
- Address and resolve guest complaints and feedback promptly and effectively.
- Track financial performance, including revenue, expenses, and profitability.
- Manage inventory levels to ensure availability of necessary products and supplies.
Spa Experience Coordinator / SEC Trainer
Fairmont Pacific Rim
Vancouver
01.2022 - 08.2022
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Motivated and encouraged team members to communicate more openly and constructively with each other.
- Developed and coordinated trainings to help individuals learn company policies and procedures and job tasks.
- Facilitated orientation and training classes to communicate policies and procedures to new hires.
- Developed training materials, manuals, procedures and visual aids to effectively achieve organizational goals.
- Conducted training classes for employees on features and operation of products, client tools and processes.
- Designed training performance evaluations and provided training follow-up to incorporate feedback into future modules.
- Identified and communicated to management regarding areas needing additional training.
Spa Experience Coordinator
Fairmont Pacific Rim
Vancouver
06.2021 - 01.2022
- Greeted guests and members upon arrival to create positive first impressions.
- Guided guests through facility tours explaining spa resources and amenities.
- Personalize the experience as elegantly as possible for all guests, adhering to forbes standards.
- Monitor daily spa activities and team performance to check cleanliness, assess performance and handle high-priority clients.
- Streamline organizational procedures and maintained optimal spa functionality during high-traffic times.
- Coordinate facility schedules to maximize usage and efficiency.
- Work successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Work closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Prioritize and organized tasks to efficiently accomplish service goals.
- Demonstrate self-reliance by meeting and exceeding workflow needs.
- Demonstrate leadership by making improvements to work processes and helping to train others.
- Motivate and encouraged team members to communicate more openly and constructively with each other.
Head, Administrative Assistant
Wedgewood Hotel and Spa
Vancouver
06.2020 - 06.2021
- Working alongside other Head Departments in the Hotel.
- Managed daily operations of the Spa including placing and tracking orders for spa supplies and equipment.
- Enforcing internal policies and procedures to ensure the safety of the clients and also the employees.
- Supervising spa operations like scheduling, training, ordering supplies, opening and closing store and keeping a record of the cash register and cash deposits.
- Created, documented and implemented administrative processes to reduce process gaps and effectively train team members in proper protocols.
- Establish spa budgets and financial goals.
- Recruit, interview, or hire employees.
- Develop or implement marketing strategies.
- Assisting General Manager and Owner, such as filing, generating reports and presentations, setting up for meetings.
- Providing real-time scheduling support by booking appointments and preventing conflicts.
- Maintain polite and professional communication via phone, e-mail, and mail.
- Anticipate the needs of others in order to ensure their seamless and positive experience.
- Oversaw staff correspondence, record tracking and data communications, resulting in improved automation of office operations.
- Verified and logged deadlines in response to daily inquiries and requests.
Spa Coordinator
Trump International Hotel, Tower Vancouver
Vancouver
02.2020 - 08.2020
- Attended all scheduled meetings.
- Maintained the highest level of product knowledge and all spa services offered.
- Ensured that all guests receive treatments in accordance with the treatment expectation, brand practices and the spa standard of excellence.
- Maintains the highest level of guest privacy and confidentiality.
- Responded to customer inquiries or complaints.
- Directed facility maintenance or repair.
- Scheduled staff or supervised scheduling.
- Inventory products and ordered new supplies.
- Developed staff service or retail goals and guided staff in goal achievement.
- Performed accounting duties, such as recording daily cash flow, preparing bank deposits, or generating financial statements.
- Reserved treatments over the phone and through email.
- Upsold spa treatments.
Beauty Concierge
Nordstrom Pacific Centre
Vancouver
12.2018 - 02.2020
- Assist the department manager in achieving department volume and productivity goals by developing and executing a business plan.
- Create schedule and sales reports on Excel.
- Ensure salespeople are delivering outstanding customer service by teaching, coaching and leading by example.
- Developing and maintaining productive relationships with department and store managers, divisional retail merchandiser and other leaders.
- Assist customers with a variety of transactions through a seamless and friendly experience.
- Demonstrate expertise in all technologies used in the store environment.
- Defuse customer situations and provide resolution in a timely and effective manner.
- Ensure the security and privacy of customer information through education, compliance and resolution of issues.
- Motivate and inspire others to adopt initiatives such as our Nordstrom Rewards program.
Assistant Operational Manager
WeFixTech Vancouver
Vancouver
11.2018 - 11.2018
- Directed team members to provide exceptional service to all guests and vendors, maintaining a professional relationship with established businesses.
- Coached employees to work together to carry out daily functions and meet service objectives.
- Assessed, optimized, and elevated operations to target current and expected demands.
- Collaborated with staff to maximize customer satisfaction, streamline procedures, and improve bottom-line profitability.
- Interacted with customers to provide information in response to inquiries, concerns, and requests.
- Identified issues to be escalated to a higher priority per customer specifications.
- Followed up and scheduled callbacks to customers where necessary.
Education
Project Management -
Cornell University
Some College - Business Administration
Fraser International College
VancouverSkills
- Project management
- Financial analysis
- Team building
- Guest experience management
- Staff training
- Operations management
Education and Training
other
Accomplishments
- Successfully secured an outstanding 92% rating from Forbes for the entire department.
- Honored with the 'Leader of the Quarter' award in September 2024 for exceptional performance and leadership.
- Consistently maintained high customer satisfaction ratings.
- Recognized as one of the Forbes Incentives Winner of 2021.
- Earned a 5 star from Forbes Travel Guide Stars 2020.
- Quickly promoted to a Head Spa Department and an Administrative Assistant from a Coordinator position.
Timeline
Spa Manager
Fairmont
06.2024 - Current
Spa Experience Supervisor
Fairmont Pacific Rim
08.2022 - 06.2024
Spa Experience Coordinator / SEC Trainer
Fairmont Pacific Rim
01.2022 - 08.2022
Spa Experience Coordinator
Fairmont Pacific Rim
06.2021 - 01.2022
Head, Administrative Assistant
Wedgewood Hotel and Spa
06.2020 - 06.2021
Spa Coordinator
Trump International Hotel, Tower Vancouver
02.2020 - 08.2020
Beauty Concierge
Nordstrom Pacific Centre
12.2018 - 02.2020
Assistant Operational Manager
WeFixTech Vancouver
11.2018 - 11.2018
Project Management -
Cornell University
Some College - Business Administration
Fraser International College