Hi, I’m
Heneritta Pins
Senior Spa Therapist
KUALA LUMPUR ,14
Summary
Knowledgeable spa Therapist with more than 10 years of experience offering professional massage treatments to relieve muscle discomfort and aid relaxation. Practiced in wide-ranging massage techniques and methods. Service-minded, patient and flexible in challenging environments. Confident spa therapist with knack for client relationship building and customer service. Possess great physical strength and judgement. Experience in massage healing techniques and methods.
Overview
15
years of professional experience
3
Languages
Work History
Lifestyles's Sdh BhdGrand Hyatt Kuala Lumpur
Spa Supervisor
10.2023 - Current
Job overview
- Enhanced guest satisfaction by implementing personalized spa experiences and attentive customer service.
- Collaborated with other department supervisors to create seamless guest experiences throughout the resort or hotel property.
- Increased spa revenue by developing and promoting special spa packages and seasonal offers.
- Managed staff scheduling effectively, ensuring adequate coverage during peak hours for optimal guest experience.
- Implemented effective marketing strategies to attract new clients and retain existing ones, resulting in increased bookings and repeat business.
- Created a positive work atmosphere by fostering open communication and teamwork among staff members, leading to higher employee satisfaction and retention rates.
- Trained and mentored new team members, fostering a positive work environment that supported employee growth.
- Oversaw daily spa operations, addressing any issues promptly to maintain high-quality service standards.
- Implemented new menu offerings and spa treatments based on guest feedback, continuously improving services to cater to diverse client preferences.
- Conducted regular performance evaluations for staff members, providing constructive feedback for continuous improvement in job performance.
- Greeted spa guests warmly to create positive first impression of establishment.
- Maintained front desk workstation by keeping it clean and organized.
- Led spa tours for new members to familiarize guests with services provided.
Grand Hyatt Kuala LumpurKuala Lumpur
Senior Spa Therapist
11.2014 - 10.2023
Job overview
- Developed custom training programs for newly hired therapists based on skill level assessments and performance evaluations.
- Performed comprehensive evaluations following each therapy session, tracking client progress toward achieving wellness goals over time.
- Maximized operational efficiency through strategic scheduling of appointments, optimizing therapist availability while minimizing wait times for clients.
- Conducted thorough consultations with clients to identify specific needs and recommend appropriate treatments.
- Designed VIP client program for returning guests to promote product sales and packages.
- Mentored junior therapists, elevating their skills and expertise in various treatment techniques.
- Introduced cleanliness inspection program for treatment rooms.
- Delivered exceptional customer service, resulting in positive reviews and repeat visits from satisfied clients.
- Maintained accurate inventory records, effectively managing stock levels to minimize waste while meeting client demand.
- Fielded client complaints and rectified issues.
- Enhanced client satisfaction by providing personalized spa treatments and therapies.
- Implemented stringent hygiene protocols, maintaining a safe and clean environment for clients and staff alike.
- Streamlined appointment scheduling for improved client experience and increased therapist efficiency.
- Efficiently resolved any client concerns or complaints, sustaining strong relationships with valued customers.
- Educated patients on treatment options.
Anggun SpaMaya Hotel Kuala Lumpur
Senior Spa Therapist
01.2013 - 09.2014
Job overview
- Demonstrated professionalism and dedication to client satisfaction through consistent punctuality, attention to detail, and commitment to high-quality service delivery.
- Provided attentive care during treatments, addressing any concerns or discomforts promptly and professionally.
- Collaborated with spa management to develop innovative treatment packages, attracting new clients and generating increased revenue.
- Booked appointments, answered phones, greeted clients, handled payments, and created client service tickets.
- Maintained a hygienic and relaxing spa environment, ensuring optimal wellness experiences for all guests.
- Provided safe, effective, and appropriate massage therapy techniques during customer appointments.
- Developed strong relationships with clients through empathetic listening skills and genuine concern for their wellbeing.
- Enhanced client satisfaction by providing personalized spa treatments and exceptional customer service.
- Delivered high-quality massages and body treatments, contributing to an overall positive guest experience.
- Conducted thorough consultations with clients to determine specific needs and recommend appropriate therapies.
- Managed appointment scheduling efficiently, maximizing therapist utilization and minimizing wait times for guests.
- Maintained client treatment records and designed long-term care programs for return customers.
- Utilized various massage modalities to address individual client needs, resulting in improved pain relief and relaxation outcomes.
- Educated guests on self-care techniques, promoting long-lasting benefits from spa services.
- Increased repeat clientele through the development of customized treatment plans tailored to individual needs.
- Contributed to a team-oriented work environment by effectively communicating with colleagues and supporting their efforts in delivering excellent guest experiences.
House Of Goenka Diamond Boutique Starhill Gallery
Sales Associate
04.2012 - 04.2013
Job overview
- Built relationships with customers to encourage repeat business.
- Solved customer challenges by offering relevant products and services.
- Generated new sales leads to achieve and exceed monthly sales goals.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to build rapport and loyalty.
- Answered customer questions about sizing, accessories, and merchandise care.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Engaged with customers to effectively build rapport and lasting relationships.
- Helped customers locate products and checked store system for merchandise at other sites.
- Prepared merchandise for sales floor by pricing or tagging.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Participated in team meetings and training sessions regularly for continuous professional development within the retail industry.
Steiner LeisureMandara Spa Renaissance & Sunway Hotel Resort & Spa
Spa Therapist
04.2009 - 04.2012
Job overview
- Demonstrated professionalism and dedication to client satisfaction through consistent punctuality, attention to detail, and commitment to high-quality service delivery.
- Provided attentive care during treatments, addressing any concerns or discomforts promptly and professionally.
- Collaborated with spa management to develop innovative treatment packages, attracting new clients and generating increased revenue.
- Booked appointments, answered phones, greeted clients, handled payments, and created client service tickets.
Education
HOSPITALITY ENGAGEMENT LEARNING PROGRAMMES (HELP)SHANGRI-LA RASA RIA HOTEL & RESORT
CERTIFICATE from HOSPITALITY
Mandara Spa Training Schools Magellan Sutera Harbour
Certificate from Body Treatment,facial, Massage
01.2009
SMK PEKAN KOTA BELUD, SABAH
DIPLOMA from STPM
2007
SMK PEKAN KOTA BELUD, SABAH
Certificate from SPM
2005
Skills
Spa operations
Knowledge of body scrubs
Customer consultation
Deep Tissue Massage
Swedish Massage
Aroma Therapy
Hot Stone Massage
Excellent team player
Balinese massage
Timeline
Spa Supervisor
Lifestyles's Sdh Bhd
10.2023 - Current
Senior Spa Therapist
Grand Hyatt Kuala Lumpur
11.2014 - 10.2023
Senior Spa Therapist
Anggun Spa
01.2013 - 09.2014
Sales Associate
House Of Goenka Diamond Boutique
04.2012 - 04.2013
Spa Therapist
Steiner Leisure
04.2009 - 04.2012
HOSPITALITY ENGAGEMENT LEARNING PROGRAMMES (HELP)
CERTIFICATE from HOSPITALITY
Mandara Spa Training Schools
Certificate from Body Treatment,facial, Massage
SMK PEKAN
DIPLOMA from STPM
SMK PEKAN
Certificate from SPM