Suzie Adrina Ahmad
Spa Director
Kuala Lumpur,14
Summary
As a dynamic leader at One&Only Desaru Coast, drove substantial advancements in operations, guest experience, and revenue. Key achievements include streamlining processes and enhancing efficiency through operational restructuring, recruiting and building a highly skilled team, and earning the "Best Manager" award for exemplary leadership. Developed innovative guest experiences that significantly improved satisfaction and ReviewPro ratings, implemented robust training programs, and led strategic rebranding efforts to align with modern luxury standards. Additionally, partnered with luxury brand Augustinus Bader to integrate high-end products, elevating the guest experience, and driving the department to its highest revenue milestones. Committed to meeting big-picture goals by implementing day-to-day improvements while working closely with colleagues to uphold spa and customer service standards of excellence. Great problem-solver and goal-oriented manager.
Overview
15
15
years of professional experience
9
9
years of post-secondary education
7
7
Certifications
Work History
Spa Manager
One&Only Desaru Coast
Bandar Penawar, 01
4 2023 - Current
- As a dynamic leader at One&Only Desaru Coast, drove substantial advancements in operations, guest experience, and revenue
- Key achievements include streamlining processes and enhancing efficiency through operational restructuring, recruiting and building highly skilled teams, and earning the 'Best Manager' award for exemplary leadership
- Developed innovative guest experiences that significantly improved satisfaction and ReviewPro ratings, implemented robust training programs, and led strategic rebranding efforts to align with modern luxury standards
- These accomplishments have significantly positioned Kerzner for ongoing success and growth.
- Trained and mentored staff members to achieve optimal performance levels and maintain high standards of service.
- Managed activities related to staff training, treatment procedures, inventory management and marketing.
- Established a welcoming atmosphere for guests through exceptional customer service interactions from arrival to departure.
- Enhanced customer satisfaction by implementing innovative spa services and treatments.
- Created customised treatment plans for clients based on their individual needs and preferences.
- Maintained cleanliness and safety standards within the spa facility, ensuring compliance with all regulations.
- Recorded product sales into the spa's weekly income report.
- Implemented policies and procedures that optimised operational efficiency within the spa facility.
- Streamlined appointment scheduling for improved efficiency and increased bookings.
- Resolved conflicts between staff members or customers swiftly and professionally, fostering a positive work environment for all parties involved.
- Maximised efficiency through time management and staff supervision to boost productivity.
- Maximised profitability by analysing financial reports and adjusting operations as needed.
- Monitored industry trends, incorporating innovative techniques into existing service offerings when appropriate.
Director of Spa & Wellness
Ambong Pool Villas
12.2021 - 03.2023
- Increased spa revenue by 56.2% through implementing targeted marketing strategies and promoting high-margin services, resulting in a significant boost in profit
- Completion of the rebranding project was achieved within 1 year, resulting in a 30% increase in customer satisfaction and leading to a 30% boost in overall revenue
- Assembled and energised a new team, driving a 100% improvement in guest retention and a 97% surge in service quality
- Integrating local cultural influences into spa experiences leads to guest retention and a 98% improvement in positive customer feedback, positively impacting business outcomes
- Developed an exclusive spa treatment and wellness program.
- Directed procurement process, reducing costs by 32% while maintaining high-quality spa products, contributing to a 70% increase in profit margins.
- Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
- Formed strategic partnerships and connected with potential clients to drive business development.
- Drove business expansion by identifying new markets, conducting research, and developing targeted marketing campaigns.
Quality Analyst
Lavalen
Jakarta , Indonesia
10.2019 - 05.2021
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Monitored KPIs to proactively address bottlenecks and quality issues.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
- Developed training materials, SOPs and work instructions to supplement new team member onboarding.
- Analyzed quality and performance data to support operational decision-making.
- Developed comprehensive training materials for new hires, fostering a culture of knowledge sharing and continuous learning within the team.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Participated in departmental meetings to establish short- and long-term strategy.
- Improved product quality by implementing rigorous testing procedures and adhering to industry standards.
Spa Director
EQ Kuala Lumpur
Kuala Lumpur, Wilayah Persekutuan
02.2019 - 06.2019
- Resolved customer issues promptly to build loyalty.
- Directed all day-to-day operations of busy locations in Kuala Lumpur area.
- Developed strong relationships with vendors for better product pricing and quality.
- Introduced wellness programs that boosted repeat business from loyal customers.
- Enhanced guest satisfaction by implementing innovative spa treatments and services.
- Recruitment process and hiring new staff
- Procurement process for Pre opening
Director Of Spa
Resorts World Genting
Genting Highland, Pahang
08.2017 - 02.2019
- Collaborated with marketing team to create promotional materials for spa offerings.
- Stayed informed about industry trends, updating treatment menu to reflect client preferences accordingly.
- Conducted regular inventory checks, maintaining adequate stock levels while minimizing waste.
- Promoted a culture of exceptional customer service among the spa team members.
- Boosted overall revenue by designing attractive seasonal packages and promotions.
- Achieved high employee retention rates through competitive compensation packages and fostering a positive work atmosphere.
- Implemented successful updates to operations according to the latest market trends and customer preferences.
- Trained and supervised spa staff on best practices, sales techniques, and customer service.
- Handled high-priority clients while managing the day-to-day activities of the spa and employees to maximize profits.
- Conducted regular staff meetings, informing team members of new spa services and policies.
- Ensuring the team adheres to the Forbes standards
Director Of Spa & Recreation
Cyberview Resort & Spa
Cyberjaya, Selangor
02.2014 - 08.2017
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Improved project efficiency with strategic planning, resource allocation, and time management practices.
- Worked closely with organizational leadership and board of directors to guide operational strategy.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
- Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
- Managed both Spa & Wellness operations
- Drove business expansion by identifying new markets, conducting research, and developing targeted marketing campaigns.
Spa Manager
Cyberview Resort & Spa
Cyberjaya, Selangor
02.2013 - 09.2014
- Trained and mentored staff members to achieve optimal performance levels and maintain high standards of service.
- Utilized promotions, print and digital marketing to attract new clients.
- Managed activities related to staff training, treatment procedures, inventory management and marketing.
- Established a welcoming atmosphere for guests through exceptional customer service interactions from arrival to departure.
- Enhanced customer satisfaction by implementing innovative spa services and treatments.
- Oversaw upkeep of entire facility and notified maintenance for service repairs.
- Ensured strict adherence to sanitation protocols, protecting both guests'' health as well as the reputation of the spa business.
- Maximized profitability by analyzing financial reports and adjusting operations as needed.
- Coordinated special events, attracting new clients and boosting overall sales.
- Improved client retention rates by developing personalized follow-up communication strategies after each appointment.
Asst Spa Manager
Ytl Hotels
Cameron Highland, Pahang
08.2012 - 02.2014
- Enhanced overall spa experience for guests by creating tailored treatment plans based on individual needs and preferences.
- Streamlined appointment scheduling processes to increase efficiency and reduce wait times for clients.
- Managed inventory effectively, ensuring adequate stock levels while minimizing waste and costs.
- Developed marketing materials for promotions and events, driving awareness of the spa''s offerings within the local community.
- Increased employee morale by implementing team-building activities and encouraging open communication among staff members.
- Worked closely with other departments within the facility to ensure seamless coordination of guest experiences from arrival through departure.
- Improved customer satisfaction by consistently providing exceptional service and maintaining a welcoming spa environment.
- Implemented regular staff evaluations to identify areas for improvement, leading to increased team performance overall.
- Assisted in increasing spa revenue through effective upselling and promotion of additional services and packages.
- Regularly reviewed industry trends and competitor offerings to stay informed on best practices in spa management techniques and innovations in treatments or products available in the market.
Spa Management Trainee
Ytl Hotels
Malacca, 04
07.2011 - 08.2012
- Learned new materials, processes, and programs quickly.
- Shadowed senior team members to learn all related jobs and tasks.
- Attended training courses to build understanding of processes, techniques, and industry.
- Participated in on-the-job training, working closely with supervisors and coworkers and asking appropriate questions.
- Acted with integrity, honesty, and knowledge to promote the culture of the company.
- Supported departmental tasks to increase understanding of industry processes.
- Promoted positive collaboration among trainees, encouraging teamwork and problem-solving skills.
- Facilitated practical application of newly acquired skills through real-world scenarios and role-playing exercises.
- Handled day-to-day customer or client questions via telephone or email.
- Supported organizational objectives with help from existing employees.
- Performed administrative functions, answering phones and filing paperwork in support of the department.
Spa Therapist Cum Receptionist
Serenity Spa
Selangor
01.2009 - 01.2010
- 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.
- Maintained accurate records of client information, including preferences, allergies, and contraindications for future reference during appointments.
- 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.
Education
Diploma Beauty & Spa Management - CIDESCO
Pacific International Beauty Institute
Jakarta Indonesia 03.2020 - 05.2020
Certificate Of Competence -
Beauty Institute
Jakarta Indonesia 01.2010 - 05.2014
Diploma Anatomy & Physiology - CIBTAC
Pacific International Beauty Institute, Jakarta Indonesia
Jakarta Indonesia 01.2010 - 05.2011
Diploma in Body Massage - CIBTAC
Pacific International Beauty Institute, Jakarta Indonesia
Jakarta Indonesia 01.2010 - 05.2011
Diploma In Spa Therapy - CIBTAC
Pacific International Beauty Institute, Jakarta Indonesia
Jakarta Indonesia 08.2010 - 05.2011
Professional Certificate -
Spa National Standard COHES
Jakarta Indonesia 01.2008 - 05.2008
Professional Certification - Spa Therapy & Body Massage
Jamu Spa School
Bali Indonesia 10.2008 - 12.2008
Skills
Budget Planning
Customer Service Standards
Massages
Operations Management
Aesthetic Treatment
Project Management
Staff Development
Certification
Iso 17679 : Tourism And Related Service Iso International Organization For, 01/2016, 12/2016
Volunteer Experience
Malaysian Association of Wellness & Spa, Kuala Lumpur, Wilayah Persekutuan, Vice President, 02/2016, 02/2019
Timeline
Director of Spa & Wellness
Ambong Pool Villas
12.2021 - 03.2023
Diploma Beauty & Spa Management - CIDESCO
Pacific International Beauty Institute
03.2020 - 05.2020
Quality Analyst
Lavalen
10.2019 - 05.2021
Spa Director
EQ Kuala Lumpur
02.2019 - 06.2019
Director Of Spa
Resorts World Genting
08.2017 - 02.2019
Director Of Spa & Recreation
Cyberview Resort & Spa
02.2014 - 08.2017
Spa Manager
Cyberview Resort & Spa
02.2013 - 09.2014
Asst Spa Manager
Ytl Hotels
08.2012 - 02.2014
Spa Management Trainee
Ytl Hotels
07.2011 - 08.2012
Diploma In Spa Therapy - CIBTAC
Pacific International Beauty Institute, Jakarta Indonesia
08.2010 - 05.2011
Certificate Of Competence -
Beauty Institute
01.2010 - 05.2014
Diploma Anatomy & Physiology - CIBTAC
Pacific International Beauty Institute, Jakarta Indonesia
01.2010 - 05.2011
Diploma in Body Massage - CIBTAC
Pacific International Beauty Institute, Jakarta Indonesia
01.2010 - 05.2011
Spa Therapist Cum Receptionist
Serenity Spa
01.2009 - 01.2010
Professional Certification - Spa Therapy & Body Massage
Jamu Spa School
10.2008 - 12.2008
Professional Certificate -
Spa National Standard COHES
01.2008 - 05.2008
Spa Manager
One&Only Desaru Coast
4 2023 - Current
Iso 17679 : Tourism And Related Service Iso International Organization For, 01/2016, 12/2016
Issued, 02/2014, 02/2014
Coh 021 02654, 01/2011, 12/2011
P.0000302/Bm 01/Pibi Jkt / Ii /, 01/2011, 12/2011
Pisi.000007/Dipl Spa 01/Pibi Jkt / Ii /, 01/2011, 12/2011
615/Xii / Jss /, 01/2008, 12/2008
JSS
Similar Profiles
Khadijah Binti Mohd Yahya NurKhadijah Binti Mohd Yahya Nur
Auxiliary Police Officer at Desaru Coast DevelopmemtAuxiliary Police Officer at Desaru Coast Developmemt
MUHAMMAD NAQUIB BIN ABD SAMITMUHAMMAD NAQUIB BIN ABD SAMIT
Chef De Partie at One&Only Desaru Coast ResortChef De Partie at One&Only Desaru Coast Resort
Alvin Anak PrangAlvin Anak Prang
Commis Chef at Anantara Desaru CoastCommis Chef at Anantara Desaru Coast