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Work Background
Betclic GroupSafer Gaming Analyst
May. 2023
bet365Safer Gambling specialist
Apr. 2022 - May. 2023
Aesthetic VirtueOperations Manager
Oct. 2019• Co-ordinate all patient appointments and follow ups in Harley Street, London and also in Malta • Recently working with the director on designing a new training course focusing on luxury medi spa management. • Patient Liaison in Harley Street and in Malta • Manage company social media accounts • Liaising with web designers with regards to website updates and SEO • Planning and executing all marketing, PR, and promotional material • Developing and implementing numerous ideas and initiatives regarding patient experience and satisfaction. • During this role I also continued to further my studies in order to have the appropriate certification and be able to perform advanced aesthetic treatments such as micro needling, laser hair removal and chemical peeling. Instructors have recognized me as an extraordinarily fast learner, strong communicator, and strategic problem solver • Customer experience and journey management and co –ordination • Implementation of SOPS for the clinics’ operations
Social Discovery VenturesVIP Account Manager
Jul. 2017 - Nov. 2021MaltaManaging VIP Customer’s accounts • Handling and resolve any customer complaints pertaining to their account and their experience on the company’s projects • Using soft skills to identify customer’s patterns and to offer appropriate solutions and also boost company sales and revenue • Maintain records of Customer interactions and transactions, record details of inquiries, comments and or complaints; • Communicate and coordinate with internal departments (including remote offices as needed); • Provide feedback and suggestions on the efficiency of the customer service process i.e.: adoption/Implementation of necessary changes for customer service improvement. •Build relationships with Customers, manage their accounts and maintain constant contact to determine their satisfaction and any relevant feedback to improve the service offered.
VistaJet InternationalAccount Executive
Jul. 2016 - Jun. 2017• Dealing with very high end clientele both regular and ad hoc service users • Delivering a seamless experience to include catering needs, accommodation if applicable, transportation and any requests that may arise from the first point of contact up until the service has been rendered in full. • Following up and building relationships with regular clientele • Liasing with the sales team for both existing clients and new clients
Marion Mizzi WellbeingArea Spa Director
Oct. 2015 - Jul. 2016Malta• Adhering to budgets and monitoring P&L • Focusing on improving and enhancing customer experience both hands on and via different channels (emails, social media, telephone) from a procedure side • Staff training to implement the above • Day to day running of 3 spas • Developing and implementing numerous ideas and initiatives regarding cost control, inventory management, internal process improvement, employee relations, and guest satisfaction. • Effectively handling customer queries or issues • Assisting guests to plan and tailor make their spa experience to achieve the maximum results possible.
Canyon RanchDirector of Spa
Aug. 2014 - Sep. 2015• Ensuring a welcoming and inviting atmosphere for all guests while promoting spa products, treatments, and services as Spa Manager • Training, mentoring, and managing between 30 and 40 employees while driving and maintaining world-class hospitality and spa service standards. • Surpassed all targets by effectively leading a cooperative team of over 30 staff to continuously outperform retail sales, service sales and guest service goals. • Planning and executing onboard marketing and promotional events to invitation only VIP guest evenings. • Effectively responding to and resolving escalated and/or delicate customer issues including special needs, requests, or complaints.
The Nail SpaSpa Operations Manager
Nov. 2013 - Jun. 2014Abu Dhabi, UAEThe Nail Spa World Trade Centre Mall The Nail Spa Al Wahda Mall The Nail Spa Eastern Mangroves Marina Marquee Eastern Mangroves Marina • Pre opening set up of The Nail Spa's newest location in Abu Dhabi(Eastern Mangroves) • Launch of new Salon brand Marquee hair in Abu Dhabi • Launch of Kevin Murphy salon range in UAE • Launch of DDG skincare in Abu Dhabi • Launch of Heaven spa range in Abu Dhabi • Co-ordination of soft launch for Eastern Mangroves • Full Day to day running of 1 location (Eastern Mangroves) including: • Finance reports • Monitoring Service & Retail revenue • Pushing staff to achieve targets • Ensuring Brand Standards and SOPs are adhered to • Monitoring Staff Progress • Overseeing operations for all other locations in Abu Dhabi • Liaising with Head Office in Dubai to maintain smooth operation in Abu Dhabi • Liaising with PR & Marketing Department for promotion of Abu Dhabi locations • Co-ordinating continuous press reviews and events
Myoka spasTraining & Spa Manager
May. 2011 - Oct. 2013MaltaAssisting the managing director and offering support to the existing team in the running of 4 spas at the following locations in Malta: Myoka 5 Senses Spa, The Hilton Hotel - Team of 15 therapists, 10 treatment rooms, 2 receptionists Myoka Lotus Spa (Starwood Spa Collection) at Le Meridien Malta, Team of 15 Therapists, 10 treatment rooms, 1 receptionist Myoka Sands Spa at The Radisson Golden Sands, Malta - Team of 10 Therapists, 8 treatment rooms, Separate Ayurveda Section with another 8 rooms and 2 Ayurveda Specialists Myoka Dolmen Spa, The Dolmen Hotel, Malta -10 Therapists, 1 receptionist, 7 treatment rooms • Training on brand standards, retail skills, upselling, treatments and reception skills in all 4 spas for new and existing employees • Treatment Training services at existing spas and new spas • Setting targets and assisting spa managers in achieving and exceeding them • General Supervision of 4 spas • Handling stock orders for company • Assisting the managing director in the running of 4 spas • Using brands: La Prairie, Clarena, Decleor, Thalgo
Purple PatchouliSpa Manager
Mar. 2010 - Apr. 2011Bahrain• Chain of boutique city spas across Bahrain • Started as spa manager for the Al Ali Mall branch and assisted in the opening of one more branch in Riffa later on • Re design of collateral • Re design of treatment menu, to include hair services • Implementation of brand standards • Design of guest journey
AltaCareAesthetic Brand Manager
Sep. 2008 - Jan. 2010Malta/Rome• Coordinating promotions for skincare brand, both in Malta and in Rome • Designing body and facial treatments • Training therapists for the above treatments (Team of 6 in Piazza di Spagna Office in Rome and 4 in Malta office) • Researching potential clients both locally and overseas and generating new business • Travelling for training and also marketing for new clients
Fota Island ResortSpa Treatment Supervisor
Apr. 2006 - Nov. 2008County Cork, Ireland• 25 treatment rooms, responsible for 20 therapists • Setting up the Spa • Co-Ordination on Staff Training during pre-opening • Hands On in house training for staff once the spa was open • Introducing new Promotions to increase revenue • Setting targets for therapists and making sure they were achieved • Coordinating Retail training to maximize revenue • Duty Management shifts • Working around budgets and constantly working towards generating revenue
Steiner Leisure LimitedAssistant Spa Director
Oct. 2004 - Feb. 2006• Promoted to Asst Manager/Senior Therapist within 3 months on the first contract on board the Costa Atlantica • Involved in the management of the spa • Training of junior non experienced staff • Retail training for all staff • Constantly on call even during time off • Achieving weekly targets • Conducting seminars for passengers to maximize revenue through retail • Implementation of new strategies adopted from American Cruise lines to increase retail sales and staff productivity • Constantly under pressure to achieve targets and increase revenue • Merchandising and inventory control • Stock control
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