         ASSISTANT GENERAL/OPERATIONS MANAGER       Summary     Results-focused management professional offering ten years of progressive leadership experience. Transforms high-potential staff into outstanding leaders who demonstrate the creativity and savvy that is critical to financial and operational success.       Skills         Staff training  Supervision and trainingOperations management   Staff development  Inventory control  Cross-functional team management  Complex problem solving   Customer service-oriented  Appointment scheduling  Front desk management  Spa maintenance  Inventory maintenance  Employee interviewing and hiring  Payment tracking systems  Understands spa services  Meeting Maker familiarity  Knowledge of UPS and Fed Ex shipping systems  Hospitality industry knowledge  Attentive to detail  Multi-tasker extraordinaire              Accomplishments     Leadership   Served as key contributing member to Leadership team.    People Management:    Hired and mentored all staff  Streamlined the training of the departments    Financial Management:    Oversaw the budgets and inventory control    Created new manual for documenting all spa products.Served as Dermalogica product line expert.       Experience     01/2013   to   06/2015     Assistant General/Operations Manager    Company Name   －   City  ,   State       Managed team of 45 of professionals.Served as mentor to junior team members.Initiated program that standardized employee training and led to increase in customer satisfaction by 12%.        07/2012   to   01/2013     General Manager    Company Name   －   City  ,   State      Informed guests of spa services, programs and activities over the phone and in person. Addressed all guest complaints and referred any escalated situations to management.Checked members and guests in promptly for their appointments.Efficiently checked guests in and out using Millenium.Coordinated and booked all spa service appointments for individual and group clients.Assigned clients to spa therapists by aligning the client's needs with the spa therapists expertise.Addressed all member concerns with patience.Responded to customer inquiries in a friendly and professional manner.Verified end-of-day reports against credit and cash profits.Clearly communicated with each technician regarding any schedule changes.Executed all daily opening and closing procedures.Organized salon paperwork and office files.Introduced corporate policies, procedures and work rules to new spa employees.         08/2010   to   07/2012     Head/Esthetician    Company Name   －   City  ,   State      Advised guests on special events and product promotions.Mailed client forms and salon promotional documents.Informed guests of spa services, programs and activities over the phone and in person.Addressed all guest complaints and referred any escalated situations to management.Researched the various types of spa therapies and treatments to be better informed of spa services.Supplied guests with robes, slippers and locker keys.Efficiently checked guests in and out using spa biz.Instructed guests on facility safety measures.Coordinated and booked all spa service appointments for individual and group clients.Assigned clients to Spa Therapist by aligning the client's needs with the Spa Therapist expertise.Documented any observed safety hazards and reported them to management immediately.Addressed all member concerns with patience.Provided accurate product and merchandise information to customers.         11/2007   to   10/2009     Esthetician, Certified Laser Technician    Company Name   －   City  ,   State      Informed guests of spa services, programs and activities over the phone and in person.Addressed all guest complaints and referred any escalated situations to management.Researched the various types of spa therapies and treatments to be better informed of spa services.Instructed guests on facility safety measures.Documented any observed safety hazards and reported them to management immediately.Addressed all member concerns with patience.Provided accurate product and merchandise information to customers.Responded to customer inquiries in a friendly and professional manner.Suggested and sold spa services and retail products to customers.Advised guests on special events and product promotions.          Education and Training     2006       Bachelor Marketing/Management    University of Aesthetics            －   City  ,   State       Esthtician training        1993     Bacholrs  :   Marketing/Management    Emporia State University   －   City  ,   State       Marketing/ManagementCoursework in Business and ManagementCoursework in Marketing and Communications             Assosicates      Seward County Community College   －   City  ,   State       Coursework in Marketing and CommunicationsCoursework in Business and Management         Skills     banking, budget, interpersonal skills, client, customer satisfaction, customer service, general manager, hiring, human resource, Inventory, inventory control, Laser, managing, marketing, payroll, policies, profit and loss, quality, recruiting, retail sales, sales, sales training, surveys    