Francesca Ferrari

This role sparked my passion for the luxury spa industry.

• I provided a wide range of high-end treatments, from massages and body therapies to Hydrafacial.
• Had the opportunity to collaborate with W Hotels globally to create personalised “WOW moments” for guests, enhancing their experience not only during their stay but also across other W properties, while consistently reinforcing the brand’s luxury standards.
• I supported guests throughout their entire journey—from initial consultation to aftercare—helping build strong relationships with both in-house and local clientele. I also developed front-of-house skills, including handling bookings, answering calls, and resolving guest complaints with a calm, solutions-focused approach.
• I ensured the spa environment remained consistently spotless and in line with 5-star standards.
• I worked closely with my team, often taking on leadership tasks to uphold service quality.
• Trained in Forbes' service standards.
• Worked and trained on ISHGA and Comfort Zone brands.

• Provided a range of personalised treatments in a busy, high-traffic spa environment, adapting techniques to suit each guest’s individual needs and preferences
• Delivered a warm and professional welcome to all clients, escorting them through spa facilities and ensuring they felt at ease throughout their visit
• Collaborated with the team to set up treatment rooms efficiently, managing turnover time while maintaining impeccable presentation and hygiene standards
• Supported daily spa operations, including laundry handling, restocking supplies, and contributing to general housekeeping tasks

My first role as a Spa Therapist taught me the foundations of delivering excellent guest care.

• I learned how to welcome and consult with clients, developing my own personalised consultation and aftercare approach.
• I began tailoring treatments to individual needs and gained confidence performing a range of massages and facials.
• This position also introduced me to basic administrative tasks, including using computer systems for bookings and client records.
• Began introducing appropriate retail products to clients post-treatment, offering tailored recommendations based on their concerns and preferences
• Collaborated with the team to ensure smooth service flow and a welcoming, professional atmosphere for all guests

• Promoted to Shift Leader, overseeing daily operations and team coordination during shifts
• Trained in liquor, wine, and food service to ensure high-quality customer experience and compliance with regulations
• Managed stock ordering, inventory control, and rotation of fresh produce using the FIFO system to minimise waste
• Handled cash transactions, till reconciliation, and financial assistance duties accurately and securely
• Dispensed medication under supervision in compliance with health and safety standards
• Applied alcohol licensing laws rigorously, including ID verification and adherence to authorised selling times
• Addressed and resolved customer complaints professionally, utilising strong customer service and mediation skills
• Efficiently managed deliveries, ensuring careful handling and prompt stocking of products to maintain store presentation

• Taking care of clients with physical, emotional and cognitive impairments including Alzheimer's, maintaining dignity and daily routines
• Handled household chores for clients, including laundry, dishes and changing sheets to maintain client comfort
• Assisted service users with getting up in the morning, including washing/bathing and dressing and maintaining personal appearance
• Dispensed and administered medications as directed by medical providers and family members increasing client quality of life
• Ensured service users retained individuality and personal dignity by promoting high standards of care and encouraging independence.

• Provided high-quality food and beverage service in a busy café/hotel environment, consistently delivering a warm and attentive guest experience
• Prepared a wide range of hot and cold drinks to barista standards, ensuring accuracy, speed, and product consistency during peak hours
• Took food and drink orders, managed table bookings, and handled special dietary requests with professionalism and care
• Maintained a calm and courteous tone of voice in all guest interactions, including during high-volume service periods
• Handled guest feedback and complaints diplomatically, resolving issues quickly while maintaining a positive atmosphere
• Worked collaboratively with kitchen and service teams to ensure smooth, efficient workflow and a seamless dining experience

• Maintained highest hygiene, food and drink standards
• Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
• Handled the till and balanced the cash register accurately
• Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
• Managed to do and ordered stock of bar stuff.

• Answered questions about menu selections and made recommendations when requested
• Delivered exceptional, friendly and fast service
• Maintained a professional tone of voice and words at all times, including during peak rush hours
• Effectively communicated with kitchen staff regarding customer allergies, dietary needs and other special requests.

• Delivered exceptional service by greeting and serving customers in a timely, friendly manner
• Politely answered phones promptly and recorded and confirmed reservations
• Welcomed and acknowledge all guests in a friendly, service-oriented manner.
• Escorted guests to their accommodations, providing clear explanations of house rules, available amenities, and how to use household facilities to ensure a comfortable and informed stay.

• Prepared table cheque and processed cash and card payments with accuracy
• Managed to take orders and bookings.
• Maintained clean and welcoming dining environment, ensuring a positive guest experience.
• Supported teamwork atmosphere among staff members through clear communication and collaboration during shifts.
• Managed cash transactions accurately, ensuring proper change was provided to customers as needed.
• Answered customers' questions, recommended items, and recorded order information.

• Washed and maintained catering and chef's equipment so that it was available for use at all times
• Cleaned all cutlery and crockery, maintained high standards of cleanliness
• Met all quality and time targets as well as hygiene and health and safety standards
• Completed weight and quality control checks of food products prior to leaving the unit.