Francesca Ferrari

• Part of the pre-opening team for a luxury, beauty-led spa, contributing to the launch and daily operations of a high-end spa environment in the heart of Edinburgh
• Delivering high-standard facial and body treatments in line with LQA luxury service standards and Skeyndor protocols
• Involved in the smooth running of daily spa operations, supporting both guest experience and treatment flow, while ensuring consistency in service delivery alongside standard spa therapist responsibilities
• Responsible for daily operational duties, including payments, Zenoti system processing, and end-of-day financial reporting

• Alongside my role at The Edinburgh Grand, I rent a private treatment space where I provide personalised massage services tailored to individual client needs
• Delivering predominantly remedial and therapeutic treatments, with a focus on recovery, muscle tension release and long-term wellbeing
• Building and maintaining a private client base, offering a more individual and results-focused approach compared to luxury spa experiences

• 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 (software: Book4Time), 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. (Software: Zenoti)
• 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 individual and personal dignity by promoting high standards of care and encouraging independence.

February 2020 – May 2021

Ciao Roma – Barista & Waitress, Edinburgh

• Bar and table service in a fast-paced hospitality environment, including payment handling and customer service

October 2019 – February 2020

Martone – Waitress, Edinburgh

• Front-of-house service, customer care and order management in a busy restaurant setting

July 2019 – October 2019

Ottoman Kitchen – Waitress, Southampton

• Restaurant service in a high-volume environment, supporting smooth daily operations

October 2018 – June 2019

B&B – Receptionist Assistant, Genoa

• Guest reception, bookings management and customer support duties

September 2017 – March 2018

Josna Indian Restaurant – Waitress, Genoa

• Table service, customer interaction and order handling in a busy restaurant environment

May 2017 – September 2017

Il Pestello d’Oro – Dishwasher, Genoa

• Kitchen support and maintenance of hygiene and operational standards