Gemma Mariani-Lamport

Team management: Maintaining a positive therapist team of 25+ therapist. Keeping a high treatment standard myself and throughout the team, organising rotas & authorising holidays, feedback on treatment audits, balancing treatment columns for optimal revenue and therapist moral, annual appraisals and weekly team meetings.

Duty manager: Responsible for oversee the daily running of a busy 5* spa. Maintaining the spa facilities (swimming pool, hydrotherapy, heat experiences, changing rooms, relaxation spaces, treatment rooms) including opening and closing procedures.

Revenue control: Achieving consistent targets based around treatment columns open (11+ on a 14 treatment room spa) and ensuring bookings are effectively scheduled to optimise revenue. Encouraging upsales by therapist and host team for upgrades and additional treatments. Retail targets throughout the team with incentives.

Brand representative: Assisting Gaia Skincare and our other partners with team training, guest workshops and members events.

Stock Control: Retail and Professional orders and stock take on a monthly basis. Encouraging therapist retail sales and provide motivation/training when needed. Monitoring the cost of product usage.

Guest Relations: Acting ambassador for any VIPs, journalist or perspective members. Dealing with any complaints satisfactorily with clean communication.

Delivering training to internal and external Gaia accounts:

Representing the brand with exceptional knowledge on their procedures and values. Planning and performing the structure of which treatments needs to be covered (depending on booking demand per venue.) Promoting longer standing therapist with their advance treatments and helping them progress in our Steps to Success program. Assessing the capabilities of the therapist before signing them of onto guest using audits and assisting along side couples treatments.

Promoting to potential accounts: Travelling around the country to perform Gaia treatments on perspective accounts and promote the high standard that the brand adheres to. Hosting perspective accounts in-house and allowing them an insight to how the Flagship Spa performs.

Team relations: Maintaining a close relationship to the sales, marketing and distribution teams. Needing all departments to align with the end result of a high treatment and product standard.

Self Employed Hypnotherapist, Psychotherapist and Masseuse:

Maintaining a consistent client base with up to 10 clients per week. Administrating consultations resulting in block bookings. Achieving life changing results for many people suffering from anxiety and depression. Coaching athletes through hypnosis to perform in competitions resulting in national level awards.

Responsibility: Attending regular supervision sessions with an experienced therapist to assure I am adhering to the correct standards and advice. Looking after my own mental and physical health and maintaining a professional balance in my own home where I host these sessions.

Prior to the spa opening I joined the Front of House Hotel team for 9 months before moving over to become a therapist.

Hotel Reception

Early procedures: Opening the hotel with being one of the first into the building. Ensuring the food and beverage team were staffed and capable. Reporting the end of days banking. Assisting with Housekeeping for the guest departures and stay overs. Checking out the residents and handling any complaints.

Late procedures: Handling check ins, hotel and room tours, restaurant bookings & assisting with luggage. Taking future reservations over the phone and email. Helping with events, such as weddings.

Spa Therapist:

Opening team: Supporting the company and directors while working along side a team of 20+ therapist to enjoy and train in a wide range of treatment skills. Launching, stocking and cleaning a new build destination Spa. Performing Gaia and Espa treatments to a high standard which has now reached an amazing referral rate.

Spa Therapist: Performing a high standard of treatments for elite hotel guest, members and spa day guests. Retail sales and optimising treatment revenue.

Spa Receptionist: Assisting with bookings, greeting and checking out all spa guests. Serving food and beverage and maintaining the high facility standards.

Spa Therapist on a Cruise Ship:

Performed Elemis Treatments to a busy high standard. Achieved high service and retail targets. Attended regular team training on maximising revenue and therapy standards.

Performed spa tours, treatment promotions and product seminars.