Jess Roberts

• Provided top-tier spa services across multiple locations, ensuring a seamless guest experience in both Croatia and Italy.
• Demonstrated the ability to work under varying conditions while maintaining professionalism and a commitment to excellence.
• Gained valuable cross-cultural communication skills by interacting with a diverse range of guests and colleagues.
• Strengthened problem-solving skills by adapting to new work environments and accommodation conditions.

• Completed intensive training covering safety procedures, customer service excellence, and cultural sensitivity in a luxury travel environment.
• Successfully undertook rigorous training in aviation safety, first aid, and customer experience best practices.
• Enhanced ability to work under pressure while maintaining a high level of professionalism and attention to detail.
• Gained exposure to luxury service standards and cross-cultural communication skills.

• Consistently delivered revenue and performance KPI targets through enthusiastic presentation and meeting client needs.
• Retained clients through exceptional service and delivery, including a personalised approach that met and exceed client needs.
• Tracked emerging industry trends to identify and expand services and product offerings for clients
• Answered clients' queries and requests by phone and email.
• Led the continuous development of team members to support customer experience and delivery

• Responsible for driving customer engagement in store to meet daily appointment and profit targets.
• Designed long-term personalised care plans for clients with varying beauty and aesthetic needs.
• Actively sought profit opportunities through targeted customer relationship development, continually meeting sales objectives.
• Fostered maximum engagement across all social media platforms, monitoring analytics to identify viable ideas, trends and growth patterns.

• Tracked and reported on KPIs, including total appointments secured and upselling on ticket sales to support organisation growth and financial goals.
• Followed up on upcoming appointments, reaching out before scheduled times to confirm and maintain customer interest.
• Coordinated daily workflow, prioritising competing tasks with exceptional time management and organisation skills.
• Working within a small team of highly ambitious individuals driving performance and customer service delivery.

• Tracked industry and consumer trends to determine business goals and identify opportunities to boost sales.
• Applied digital marketing tactics to drive business growth and awareness.
• Attended networking events, establishing solid relationships with other business professionals to support business growth.
• Ensured financial targets and accounting processes were managed successfully
• Provided customers with detailed information on products and services, personalising communication to clients needs

• Implemented updated productivity, quality and customer-service standards to improve company financial standing.
• Investigated and analysed emerging client issues, providing summaries and recommending preventative action. Reporting to accounts manager, financial director and CEO.
• Input sales, purchase and cash transactions to keep financial records up-to-date.
• Communicated with clients to facilitate payments and reduce outstanding accounts responded to 30+ customer enquiries per day via phone and email.

Beauty Therapist - TLC Medispa (January 2020 - October 2021)

Bar Supervisor - Shuttleworth House (April 2019 - January 2020)

During College:

Spa Therapist/Receptionist - Spa Experience (April - October 2018)

Customer Assistant (Winter Demand)- M&S (August - December 2017)

Receptionist - Heaven Beauty (March - June 2017)