Directrice

• Jul 2021 - Present

Responsable administrative et cheffe d'équipe

• Jun 2020 - Jun 2021

Key Account Manager

• Feb 2018 - Feb 2020

Generate sales for a portfolio of accounts and reach the company's sales targets Seek out new customers and sales opportunities Dealing with customers' complaints/problems effectively Manage front of the house operations of the 3 buildings in Lausanne ensuring the highest standards of service and guest satisfaction Organisation of sales event (in-house) and visit of fairs and sales events (off-site) Research and analysis of sales relevant OTA's and magazines Generate sales for a portfolio of accounts and reach the company's sales targets Seek out new customers and sales opportunities Dealing with customers' complaints/problems effectively Manage front of the house operations of the 3 buildings in Lausanne ensuring the highest standards of service and guest satisfaction Organisation of sales event (in-house) and visit of fairs and sales events (off-site) Research and analysis of sales relevant OTA's and magazines

Spa Manager

• Apr 2017 - Jan 2018

Managing the daily operations of the 1700m² hotel Spa ensuring the highest quality service Preparing and analyzing monthly financial reports for the hotel management, annual budgeting and investment planning, optimizing revenue for the 11 treatment rooms Managing and motivating the Spa team consisting of 8 people. In charge of recruitment, training, support and internal conflict management Developing the annual Spa marketing plan including monthly and weekly promotions and Spa packages Setting up the new online spa booking engine as well as short term actions to drive additional revenue Developing relationships with guests and members to strengthen their loyalty to the Spa Working in partnership with the brand “Givenchy” in the sales of treatments and beauty products Implementation of new protocols for facials and massages Show less

Globetrotter

• May 2016 - Mar 2017

For a year, I have been travelling the world discovering new cultures, tasting local gastronomy, meeting people and learning about myself. This experience allowed me to have a new vision of our world and of myself contributing to making me a better person and a better manager! To learn more about my trip visit my blog, link below! For a year, I have been travelling the world discovering new cultures, tasting local gastronomy, meeting people and learning about myself. This experience allowed me to have a new vision of our world and of myself contributing to making me a better person and a better manager! To learn more about my trip visit my blog, link below!

Spa Manager

• Aug 2014 - Apr 2016

Managing the daily operations of the 2000m² hotel Spa ensuring the highest quality service by applying the standards of "Leading Hotels of the World"​Preparing and analyzing monthly financial reports for the hotel and corporate management, annual budgeting and investment planning, optimizing revenue of the 9 treatment rooms ensuring a high Spa Utilization Rate, managing costs focusing mainly on reducing casual staff payroll.Managing and motivating the Spa team consisting of around 25 people. In charge of recruitment, training, support and internal conflict management.Managing stock and supplies.Developing and implementing the annual marketing plan including an e-newletter, monthly and weekly promotions and Spa packages. Organizing various PR events for the 500 membership guests, setting-up actions to attract hotel guests to the Spa such as Spa welcome desk for groups and in-room visuals.Developing relationships with guests and members to strengthen their loyalty to the Spa. This includes handling complaints and designing customized Spa experiences.Creating the new Spa brochure focusing on Spa trends, introducing products and treatments by "Aromatherapy Associates"​, developing the offer of the brand "Kerstin Florian Int."​ Show less

Assisant Spa Director

• Oct 2010 - Jul 2014

After starting as Administrative Assistant to the Spa Director in October 2010, I have been promoted in April 2012 to the position of Spa Reception & Attendance Supervisor in charge of the management of both divisions. In June 2013, I took over the position of Assistant Spa Director extending my responsibilities to the whole department of the Spa.Responsibilities & Tasks: - Spa Director interim during the summer season 2012: elected "Leader of the quarter"​- Management and coordination of the Spa team: scheduling, recruiting, training and annual evaluations- Management of requests of high-end clientele (members or hotel guests), complaint handling and individual or group reservations- Optimization of daily treatments schedule and up-selling of memberships, products and treatments - Creation of newsletters, monthly and weekly promotions- Stock management, monthly inventories and accurate ordering of various supplies Show less

Front Office Receptionnist

• Jun 2009 - Sep 2010

Customization of check-in procedures of leisure and business customers following the quality standards of "Leading Hotels of the World"​ and "Swiss Deluxe Hotels"​ Handling individual and group reservations and clientele correspondence Managing customer requests and complaints, effective problem solving Front Office administration and responsible of opening and closing shifts Customization of check-in procedures of leisure and business customers following the quality standards of "Leading Hotels of the World"​ and "Swiss Deluxe Hotels"​ Handling individual and group reservations and clientele correspondence Managing customer requests and complaints, effective problem solving Front Office administration and responsible of opening and closing shifts

Front Office Intern

• Jun 2007 - Dec 2007

Food & Beverage Intern

• Jun 2005 - Dec 2005

Commis de cuisine et de salle (restaurant gastronomique, Room service, banquet) Commis de cuisine et de salle (restaurant gastronomique, Room service, banquet)

Food & Beverage and Housekeeping Intern

• Apr 2004 - Jun 2004