MARIE YANNICK CONSTANTIN
Albion,PW
Summary
Customer Service Specialist dedicated to delivering exceptional service and driving customer satisfaction. Demonstrates a results-oriented approach in fast-paced environments, effectively mastering new skills. Proven track record of resolving customer issues through strong interpersonal skills, leading to increased loyalty and retention. Committed to collaboration and contributing positively to team success while seeking new challenges.
Overview
12
12
years of professional experience
Work History
Spa & Wellness Division Manager
Ninety-Six Hotel Collection
01.2024 - Current
- Supported sales team members to drive growth and development.
- Developed and implemented division strategies to maximize productivity and profitability.
- Facilitated communication between all levels of management throughout the division.
- Developed comprehensive reports outlining progress towards meeting strategic objectives.
- Analyzed industry trends to develop competitive strategies that meet organizational objectives.
- Monitored division performance against goals, objectives, budgets, plans, programs and initiatives.
- Established performance standards for employees to ensure efficient workflow and quality results.
- Maintained positive relationships with external vendors to ensure timely delivery of goods and services.
- Recruited and qualified large vendor and trade base to meet divisional objectives.
- Conducted regular employee reviews to assess job performance and identify training needs.
- Promoted improvements to cost-controls, quality assurance and waste reduction.
- Coached, developed and motivated team to achieve revenue goals.
- Resolved customer complaints regarding sales and service.
- Created and maintained budget for departmental operations, including personnel costs, materials, equipment and supplies.
- Conducted routine maintenance and repairs on mechanical systems and industrial equipment.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
Head of Wellness & Spa
Trimetys Hotels
01.2023 - 12.2023
- Responsible for the Quality Service Standards of the group Spas across Mauritius and Rodrigues
- Responsible for developing the Spa marketing strategies, business plan, annual budget, commissions quantum for Spa therapists
- Monitors Spa performance against SOPs and customer satisfaction, handling complaints whether justified or not
- Manages products stock lists, treatments costing, rosters
Spa Trainer
Rogers Hospitality
06.2013 - 10.2022
- Set up the Spa Training Academy - designing the courses, recruiting students, dispensing the training courses as per schedule
- Achieved 90% success rate on budgeted target
- Implemented a Wastage Management Process to manage operational costs of the business
- Designed the department's SOPs and protocols
- Ensured a CSAT index above target year in year out through constant monitoring and coaching of staff members
- Managed staff attrition to a low level through developmental, motivational and recognition programs
- Certified MQA trainer since 2013
Spa Trainer
Cinq Mondes Soins du Spa - Club Med
- Conducted training locally for the Mauritian entity, as well as internationally in Seychelles, Gabon and Egypt
- Managed the Spas KPIs and Quality Assurance, through customer feedbacks, requests and complaints
- Designed the Spa Training Manual and trained Spa Supervisors on a Train the Trainer basis
Education
Instructional Leadership & Tactical Management -
Knowledge of the Art Ltd
01.2019
Creating an executive presence for women -
Ng Training Solutions
01.2018
Collaborative engagement & developing skills for success -
Dale Carnegie
01.2015
Certificate in Reiki & Reflexology -
01.2014
Diploma in Beauty Therapy -
Jon Raymond International
01.2006
L.P.J De Rontaunay -
L.P.J De Rontaunay
Ile de la Reunion01.2001
Loreto Convent -
Loreto Convent Quatre Bornes
Quatre Bornes01.1998
Skills
- Innovation and creativity
- Staff training and development
- Customer relationship development
- Performance improvement
- Profit and loss analysis
- Staff motivation
Timeline
Spa & Wellness Division Manager
Ninety-Six Hotel Collection
01.2024 - Current
Head of Wellness & Spa
Trimetys Hotels
01.2023 - 12.2023
Spa Trainer
Rogers Hospitality
06.2013 - 10.2022
Spa Trainer
Cinq Mondes Soins du Spa - Club Med
Instructional Leadership & Tactical Management -
Knowledge of the Art Ltd
Creating an executive presence for women -
Ng Training Solutions
Collaborative engagement & developing skills for success -
Dale Carnegie
Certificate in Reiki & Reflexology -
Diploma in Beauty Therapy -
Jon Raymond International
L.P.J De Rontaunay -
L.P.J De Rontaunay
Loreto Convent -
Loreto Convent Quatre Bornes
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