SRI DEWANI BTE RIDWAN
Lifestyle & Wellness Operations
Petaling Jaya
Summary
- Highly motivated professional, offering progressive years of experience in the spa operations, business and customer service management.
- Solid background in spa and traditional beauty therapy, with strong emphasis in public relation management.
- Consistently exceed goals and customer service expectation. Skilled in developing and implementing standardized policies and procedures.
- Thorough knowledge of spa retailing operations.
- Thorough knowledge of Spa & Wellness services.
- Exceptional leadership qualities including strong desire to develop and promote subordinates.
- Remarkably professional with in-department ability to work with a multi- cultural staff in a multi task environment.
- Great regard for the workforce, concern for quality, hospitality and guest satisfaction.
- Adapt to analyzing the organization's critical business requirement and developing innovative and cost effective solutions to enhance comparativeness, increase revenues, and improve profitability.
Overview
20
20
years of professional experience
1987
1987
years of post-secondary education
Work History
Lifestyle & Wellness Manager
PARKROYAL COLLECTION KL
07.2024 - Current
- Developed an effective communications strategy to keep employees informed about upcoming events, available resources, and program updates related to workplace wellness initiatives.
- Collaborated with HR to integrate wellness initiatives into company culture, boosting morale and productivity.
- Managed a team of wellness professionals to ensure consistent delivery of high-quality programming across multiple locations.
- Measured the success of implemented wellness programs through data analysis and reporting, allowing for continuous improvement efforts.
- Monitored and evaluated program performance to determine value and quality.
- Coordinated marketing efforts to promote fitness and wellness programs.
- Demonstrated safe and correct forms for each exercise and piece of equipment.
Director of Spa & Wellness
Sofitel Kuala Lumpur Damansara
11.2022 - 07.2024
Spa Manager
Sofitel Kuala Lumpur Damansara
05.2021 - 10.2022
- The spa is consistently operating to Accor standards
- The spa operates with maximum profitability
- Relationships with all business partners are maintained and nurtured to mutual benefit
- The Sofitel Spa brand integrity is reinforced within all interactions of all employees
- Spa Employees are continually developed and challenged to maximize their potential
- The spa benefits from high capture rates through self-generated demand
- The guest experience is consistent
- Ambience, special touches and guest interaction are reviewed and corrected whenever they do not meet the required standards
- All materials and supplies needed to operate to the required standards are available without interruption
- Spa operational and financial figures are reported punctually and accurately
- Spa generates sufficient client feedback to provide relevant and reliable guest satisfaction data
- Spa operations manual is frequently reviewed and updated
- All aspects of manuals are implemented and monitored
- Regular communication in the form of conference calls, meetings and workshops with relevant personnel is in place
- Spa will receive an appropriate number of visits per year to support business performance
- Spa annual budget and follows up on their business performance against the budget a regular basis
- Spa Manager to analyze their P&L statements and take appropriate action to positively impact on their results
- Casual and in house promotions are developed and implemented and monitored to enhance revenue
- Spa capacity (Facilities, therapists) are scheduled to achieve maximum utilization
- Spa Manager to identify sales potential through effective visual merchandising and appropriate training activities
- All products and treatments are priced to sell and are in relation to each spa's client base
- Winner of Best Spa Hotel 2022 (Sofitel Spa Kuala Lumpur Damansara) By Haute Grandeur Global Hotel Awards
- Winner of the Best Spa for Sofitel Spa (Sofitel Kuala Lumpur Damansara) By The World Luxury Hotel, Spa & Restaurant 2022
Spa Manager
Avani Sepang Goldcoast
09.2017 - 05.2020
- Conduct training for spa skill treatment knowledge
- Manage spa administration
- Consistently earn highest rating in customer service quality surveys
- Coordinated and responded to complex customer for treatment request, resulting in increased sales and customer satisfaction
- Prepare daily & monthly report review and others
- Create new packages for group or corporate rates and quotations
- Frequent check on other department & give suggestion on marketing strategy
- Interpret financial report and provide skilled on (projected) Revenue vs Expenses
- Control ongoing service and product margin analysis to ensure profitably
Spa Manager
Jen Hotel By Shang-Ri La Puteri Habour Johor - Chavana Spa By Mandara
06.2017 - 08.2017
- (Pre - Opening Spa)
Spa Manager
Sunway Hotel Resort & Spa - Mandara Spa Malaysia
02.2016 - 05.2017
Spa Manager
Renaissance Hotel Kuala Lumpur - Mandara Spa Malaysia
03.2015 - 02.2016
- Conduct training for spa skill treatment knowledge
- Manage spa administration
- Consistently earn highest rating in customer service quality surveys
- Coordinated and responded to complex customer for treatment request, resulting in increased sales and customer satisfaction
- Prepare daily & monthly report review and others
- Create new packages for group or corporate rates and quotations
- Frequent check on other outlet & give suggestion on marketing strategy
Senior Spa Manager
Best Western Petaling Jaya - Seri Embun Spa
10.2014 - 02.2015
- Interpret financial report and provide skilled on (projected) Revenue vs Expenses
- Project and maintain acceptable payroll commitment
- Use financial plans for spotting trends, measuring productivity and monitoring progress
- Control ongoing service and product margin analysis to ensure profitably
- Implement opportunities for managing operational costs and boosting the bottom line
- Develop Spa's marketing Strategy and ensure a consistent image is being portrayed
- Proactive in developing publicity opportunities and effectively dealing with media
- Maintain and update all necessary internal and external signage
- Anticipate, identify and ensure customer needs are being met in the best possible way
- Monitor customer satisfaction with surveys, focus groups and comment cards
- Develop and deliver credible, competitive, value-plus service to the customer
- Guide staff to become caring problem solvers, cooperative, accommodating and fair
- Develop a Recruitment Kit for effective recruiting, screening, interviewing and hiring
- Develop Value Pack Proposals and maintain internal staff retention programme
- Implement ongoing skills training to ensure service standards are being upheld
- Develop and monitor Job Descriptions and Staff Goal Planning
- Maintain an update version of the Spa Procedure Manual and ensure compliance
- Develop and maintain Spa Literature, documentation and process handling requirements
- Attend Management meeting and convey all relevant information throughout the Spa
- Hold regular staff meeting to keep staff up to date on all aspect of the Spa's operation
- (Pre - Opening Spa)
Spa Manager
Sheraton Imperial Kuala Lumpur Hotel - Mandara Spa Malaysia
08.2009 - 10.2014
Spa Manager
Sofitel Johor Bahru - Mandara Spa Malaysia
06.2008 - 08.2009
- Conduct training for spa skill treatment knowledge
- Manage spa administration
- Consistently earn highest rating in customer service quality surveys
- Coordinated and responded to complex customer for treatment request, resulting in increased sales and customer satisfaction
- Prepare daily & monthly report review and others
- Create new packages for group or corporate rates and quotations
- Frequent check on other outlet & give suggestion on marketing strategy
Asst. Spa Manager
Swiss Garden Damai Laut Resort & Spa - Samsara Spa
08.2005 - 04.2008
- Manage Spa Administration
- Coordinated and responded to complex customer for treatment request, resulting in increased sales and customer satisfaction
- Prepare daily & monthly report review and others
- Create new packages for group or corporate rates and quotation
- Achievements: Nominated top 5 Best City Spa 2014 (Mandara Spa Sheraton) By Malaysian Lifestyle Magazine Award
- Best Treatment Package "Frangipani Body Glow" (Mandara Spa Sheraton) By Malaysian Women's Weekly Award 2014
- Best Urban Package Ultimate Indulgence Package (Mandara Spa Sheraton) By Harpers Bazaar Award 2015
Education
SPM -
SM Methodist Girls School
Ipoh, Perak'A' Level - undefined
Stamford College
Chartered Institute Of Marketing (CIM) - undefined
Stamford College
Intensive Beauty Course Certificate - undefined
PUSPITA MARTHA TILAAR BEAUTY SCHOOL
Skills
Employee engagement
Accomplishments
- Winner of Best Spa Hotel 2022 (Sofitel Spa Kuala Lumpur Damansara) by Haute Grandeur Global Hotel Awards.
- Winner of the Best Spa for Sofitel Spa (Sofitel Kuala Lumpur Damansara) by The World Luxury Hotel, Spa & Restaurant 2022.
- Nominated top 5 Best City Spa 2014 (Mandara Spa Sheraton) by Malaysian Lifestyle Magazine Award.
- Best Treatment Package 'Frangipani Body Glow' (Mandara Spa Sheraton) by Malaysian Women's Weekly Award 2014.
- Best Urban Package Ultimate Indulgence Package (Mandara Spa Sheraton) by Harpers Bazaar Award 2015.
Courses With Certificates
- HOSPITALITY INNOVATION STRATEGY IN DIGITAL ERA, 12/01/20
- ENTREPRENEUR RISK MANAGEMENT, 12/01/20
Reviews And Interviews
- Her World magazine
- Harpers Bazaar Malaysia
- Malaysian Women's Weekly
- Lifestyle Magazine
- Nona Magazine (malay)
- Mingguan wanita (malay)
- Metro (local paper)
- UnReserve Newspaper
Personal Particulars
Female, Married
Personal Information
IC Number: 721024-71-5028
Timeline
Lifestyle & Wellness Manager
PARKROYAL COLLECTION KL
07.2024 - Current
Director of Spa & Wellness
Sofitel Kuala Lumpur Damansara
11.2022 - 07.2024
Spa Manager
Sofitel Kuala Lumpur Damansara
05.2021 - 10.2022
Spa Manager
Avani Sepang Goldcoast
09.2017 - 05.2020
Spa Manager
Jen Hotel By Shang-Ri La Puteri Habour Johor - Chavana Spa By Mandara
06.2017 - 08.2017
Spa Manager
Sunway Hotel Resort & Spa - Mandara Spa Malaysia
02.2016 - 05.2017
Spa Manager
Renaissance Hotel Kuala Lumpur - Mandara Spa Malaysia
03.2015 - 02.2016
Senior Spa Manager
Best Western Petaling Jaya - Seri Embun Spa
10.2014 - 02.2015
Spa Manager
Sheraton Imperial Kuala Lumpur Hotel - Mandara Spa Malaysia
08.2009 - 10.2014
Spa Manager
Sofitel Johor Bahru - Mandara Spa Malaysia
06.2008 - 08.2009
Asst. Spa Manager
Swiss Garden Damai Laut Resort & Spa - Samsara Spa
08.2005 - 04.2008
'A' Level - undefined
Stamford College
Chartered Institute Of Marketing (CIM) - undefined
Stamford College
Intensive Beauty Course Certificate - undefined
PUSPITA MARTHA TILAAR BEAUTY SCHOOL
SPM -
SM Methodist Girls School
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