Jessica Mcdonald
Knutsford,Cheshire
Summary
A highly motivated, reliable individual with a passion for organising and time keeping. Twenty years of offering high quality customer service with the last Five years working with a diverse customer base of high-net-worth clients from all over the world organising events, day trips, booking restaurants, flights, spa treatments and offering support with any other administrative tasks.
Overview
21
21
years of professional experience
Work History
Travel Concierge
Lusso Travel.
08.2022 - Current
- Organising client requests for dining and tourist attractions by researching various venues.
- Providing guests with options of upcoming activities and events.
- Creating reservations for clients using local contacts.
- listening and providing resolutions to any issues.
- Booking space for events and conferences that are best suited to the client and the event.
- Arranging transportation for clients on request.
- Scheduling deliveries of flowers, gifts and other products for guests.
- Creating Invoices for clients.
- Coordinating with housekeeping or the maintenance department to address needs of the clients.
Manager On Necker Island.
Virgin Limited Edition.
British Virgin Islands.
08.2018 - 06.2022
- Opening the Spa and Wellness department for Sir Richard Branson at his private home and retreat, Necker Island.
- Recruiting a team of hard working, knowledgeable individuals that supported the successful running of the island and Samudra spa.
- Creating memorable experiences for the clients (and their pets) through personal interaction, going above and beyond with all their requests.
- Overseeing itineraries and ensuring guests and the Branson family received the highest level of service.
- Adapting and prioritising last-minute changes in a controlled organised manor
- Creating healthy connections with the Branson family and guests, building relationships and trust
- Effectively managing guest expectations through day-to-day planning
- Organising regular charity events and supporting local schools after the devastation left by Hurricane Irma in 2017
- Autonomous management of staff budgets and targets
- Sourcing and purchasing furniture for the island, Creating new areas to dine and relax on the island.
- Collating and presenting figures to higher management. Building a strong relationship with the team, offering support and flexibility where needed.
- Promoting staff wellbeing.
- Creating a strong team with 100% satisfaction rate.
Spa Manager
Virgin Atlantic
Heathrow
04.2011 - 07.2018
- Managed inventory, supply orders and schedule demand to facilitate smooth spa operations.
- Achieved 100% customer satisfaction rating by training and mentoring spa and reception staff to deliver exceptional customer service.
- Led a shared team of 40 Spa, Hairdressing and Reception staff to continuously exceed sales targets.
- Developed spa menu.
- Kept up-to-date knowledge of and upheld compliance with health and safety regulations.
- Followed and implemented high company standards.
- Created safe working protocols and assessed employee capability levels to keep all staff safe.
- Liaised with senior management and provided ongoing reports to share business performance.
- Managed finances and administrative requirements to keep operating according to targets.
- Maintained strong working relationships with colleagues and senior management.
- Coordinated maintenance and cleaning work to keep facility in good condition.
- Answered queries and handled complaints to provide outstanding customer service.
- Set and managed budgets, controlling expenditure and keeping efficient use of resources.
Spa Therapist
Virgin Atlantic.
04.2007 - 07.2011
- Developed a loyal client base of repeat customers through outstanding levels of service.
- Provided a warm welcome to clients on arrival, offering refreshments for optimum customer comfort.
- Kept treatment rooms and communal spa areas spotlessly clean, maintaining a high quality environment.
- Increased retail sales thorough aftercare advice and product recommendations.
- Delivered consistently high-quality treatments.
- Promoted and upsold spa and body care products to clients to enhance massage experience.
- Created memorable client experiences by delivering a warm welcome, exceptional treatment process and outstanding post-treatment care.
- Maintained accurate treatment records, monitoring client progress and adjusting treatment methods to achieve desired result.
- Monitored inventory of spa supplies, promptly reordering low-stock items to maintain smooth delivery of services.
- Maintained exceptional client care standards through considerate communication and attention to detail throughout treatments.
- Interviewed client to gather information regarding history, past injuries and ailments.
- Identified massaged preferences and determined pressure points needed for clients.
- Consistently exceeded customer expectations by providing individualised ideas for wellness maintenance.
Spa Therapist
Shire hotels
Knutsford, Cheshire East
06.2002 - 06.2007
- Developed a loyal client base of repeat customers through outstanding levels of service.
- Increased retail sales thorough aftercare advice and product recommendations.
- offered Hot stone massages, Swedish massage, Manicures, pedicures, waxing and facials.
- Kept treatment rooms and communal spa areas spotlessly clean, maintaining a high quality environment.
- Maintained exceptional client care standards through considerate communication and attention to detail throughout treatments.
- Consistently exceeded customer expectations by providing individualised ideas for wellness maintenance.
- Promoted and upsold spa and body care products to clients to enhance massage experience.
Education
NVQ Level 2&3 - Beauty and holistic therapies.
South Trafford College
Stretford06.2004
9 GCSEs - English, Maths, Science, IT, Drama, French.
St Nicholas High School.
Hartford, Cheshire2001
Skills
- Excellent communication skills
- Diary management
- Event planning
- Self directed
- Travel bookings
- Problem solving
- Cash management experience
- Multitasking
- Strong work ethic
Languages
English
Native
Timeline
Travel Concierge
Lusso Travel.
08.2022 - Current
Manager On Necker Island.
Virgin Limited Edition.
08.2018 - 06.2022
Spa Manager
Virgin Atlantic
04.2011 - 07.2018
Spa Therapist
Virgin Atlantic.
04.2007 - 07.2011
Spa Therapist
Shire hotels
06.2002 - 06.2007
NVQ Level 2&3 - Beauty and holistic therapies.
South Trafford College
9 GCSEs - English, Maths, Science, IT, Drama, French.
St Nicholas High School.
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