Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline

Lisa McKinlay

13A High St, Woonona,NSW

Summary

Effective manager with a background of over 15 years experience in the spa and beauty industry. Highly motivated, with a passion for excellent customer service, and a strong understanding of the day spa market, and all that a luxury service entails. Proven ability in training and mentoring staff to achieve their full potential. Excellent reputation for driving overall operational improvements, boosting target achievement, client satisfaction and staff retention.

Overview

15
15
years of professional experience

Work History

Asst Manager/ In-spa Trainer

Endota Spa
Gymea/Kiama , NSW
05.2018 - Current
  • Daily efficient management of Spa, ensuring smooth operation of booking schedule and roster.
  • Front of house, guest services. Greeting spa guests warmly, creating positive first impression of spa.
  • Lead spa tours for new guests to familiarise them with services provided.
  • Training and development of team to achieve high level of customer service, sales results and targets.
  • Maximise efficiency through time management and staff supervision to boost productivity.
  • Recruitment.
  • Interviews and inductions.
  • Complaint handling and resolution.
  • Conduct performance reviews.
  • Increased customer satisfaction by resolving issues.
  • Drive operational improvements which result in increased client satisfaction and re-bookings.
  • Oversee upkeep of entire facility and notifying maintenance for service repairs.
  • Stock control and ordering.
  • Monitor employee performance and developed improvement plans.
  • Educate staff in policies, procedures and products.
  • Conduct monthly staff meetings.

Head Therapist and In-spa Trainer

Endota
Gymea, NSW
05.2017 - 05.2018
  • Developed team communications and therapist skills leading by example and mentoring.
  • Devoted time to increase staff awareness of the 'little things' that make a perfect treatment and worked to implement.
  • Raised retail sales by 17% through training and development of staff.
  • Increased customer satisfaction, re-bookings and retail sales through relentless pursuit of perfection, with guidance and training.
  • Developed training 'cheat sheets' to outline correct endota protocols and performed training in spa, as required.
  • Developed training programmes and assessed performance.

Owner/Manager/Therapist

Otford Valley Sanctuary Day Spa
Otford, NSW
12.2008 - 05.2017
  • Founded and managed Boutique Day Spa business.
  • Created full treatment menu and website.
  • Managed day-to-day business operations, as therapist and owner - including accounting, performing treatments, marketing, stock control, PR, gift voucher sales.
  • Recruited and trained staff members to assist as business grew.
  • Created and monitored promotional approaches to increase sales and profit levels.

Education

Spa & Beauty Therapy

Professional College Of Beauty And Spa Therapy, Wollongong, Australia

Certificate of Pre-Natal Massage Therapy - 32hrs Intensive Training And Education

Mothercare Massage Association, Wollongong, NSW
03.2009

Remedial Massage Course - Remedial Massage Techniques

WEA Illawarra, Wollongong, NSW
09.2008

Diploma I.H.B.C - BeautyTherapy

Swindon College Of Hair & Beauty, Swindon, United Kingdom
09.1994

Skills

  • Excellent front of house/customer service skills
  • Spa operations experience
  • Employee training and mentoring
  • Strong communication skills
  • Sound decision maker
  • Strong hands-on management style
  • Recruitment and interviewing experience
  • Spa booking system knowledge
  • Team focused
  • Ability to supervise large team

Accomplishments

  • Received 'Excellence award' July 2020 for outstanding commitment to management and training role, by implementing strategies that contributed to team achieving high KPI targets.
  • Received the endota 'Brand Ambassador' award within 12 months of employment.
  • Achieved status as one of top endota trainers in the region, recently being offered the position of NSW area trainer.

Timeline

Asst Manager/ In-spa Trainer - Endota Spa
05.2018 - Current
Head Therapist and In-spa Trainer - Endota
05.2017 - 05.2018
Owner/Manager/Therapist - Otford Valley Sanctuary Day Spa
12.2008 - 05.2017
Professional College Of Beauty And Spa Therapy - , Spa & Beauty Therapy
Mothercare Massage Association - Certificate of Pre-Natal Massage Therapy, 32hrs Intensive Training And Education
WEA Illawarra - Remedial Massage Course, Remedial Massage Techniques
Swindon College Of Hair & Beauty - Diploma I.H.B.C, BeautyTherapy

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