KELLY DIANE STEPHENS
Solihull,West Midlands
Summary
With 26 years of experience in many fields of beauty, with varying degrees of accreditation and qualifications in this time-span.
Ability to mentor, coach small and larger teams within the Spa and Leisure industry to deliver exceptional out-turn customer/client satisfaction feedback.
Extremely passionate and driven individual.
Results - orientated professional with a passion for customer service excellence and team development.
Creative marketing strategies to enhance business outreach and client engagement in beauty and spa management.
A seasoned spa and wellness professional with extensive expertise in facial and body therapies, including Heaven and Tropics Facial Therapy, Caudalie Face & Body Therapy, and Lava Reflex Shell Therapy. Demonstrates proven inspirational team leadership skills and a calm presence under pressure, ensuring smooth spa operations while adhering to health and safety protocols.
Known for excellent communication skills and an approachable attitude, fostering positive client relationships. Career goals include advancing treatment protocols knowledge to enhance client satisfaction and spa service excellence.
Driven individual with proven ability in customer service and team leadership.
Possesses strong organisational skills and keen understanding of wellness practices. Dedicated to enhancing client satisfaction and optimising spa operations for maximum success.
Overview
20
20
years of professional experience
Work history
SPA & LEISURE MANAGEMENT, ACHILL GUEST HOUSE & SPA, SOLIHULL
Solihull
2021.12 - 2026.09
- 26 years of experience in many fields of beauty, with varying degrees of accreditation and qualifications in this time-span. Ability to mentor, coach small and larger teams within the Spa and Leisure industry to deliver exceptional out-turn customer/client satisfaction feedback. Extremely passionate and driven individual. Results - oriented professional with a passion for customer service excellence and team development. Leverages creative marketing strategies to enhance business outreach and client engagement.
- All aspects of beauty treatment, ranging from beauty and holistic.
- Locality beauty salon apprentice trainer accredited
- Maintained hygienic and organised treatment rooms, cleaning.
- Utilizing strong organisational skills to manage day-to-day operations and drive performance.
- Resolving customer complaints with diplomacy, maintaining a positive spa image an client relations.
- Monitoring client feedback to identify areas for improvement and enhance over all satisfaction.
- Outreaching to drive the business, social media, weekly and seasonal packages/offers to a-line with the seasons, trends and unusual events.
- Recruitment searches, interviewing and trade testing potential spa therapists, recruiting a brand new team, including all new members of staff, with health and safety procedures and treatment training.
- Diary and staff Rota management.
- Health and safety checks ensuring all areas and equipment are in compliance, pool tests, COSHH and risk assessments regularly updated.
- Organising and hosting private hire of the venue ensuring clients recieve a 5
- Star service.
Spa manager
Urban Spa - Everyone active, Bromsgrove
Bromsgrove
2017.09 - 2020.11
- My job role includes setting up and opening up this brand new spa.
- Recruitment searches, interviewing and trade testing potential new spa therapists, recruiting a brand new team, including all new members of staff, with health and safety procedures and treatment training.
- Designing outreach material to advertise the company. Organising outreach events such as local carnivals, wedding exhibitions, local events, open evenings, shopping events to enhance sales and build client base.
- Working with 3rd party companies such as spa seekers, treatwell and group-on, creating offers to promote the spa services to a wider range of the community. Managing social media sites, to also promote our daily offers, products of the month, images and competitions.
- Monthly HOD meetings to discuss payroll, profit and loss, discuss ideas for local events and how we can work collaboratively as a team, promoting all areas of the centre.
- Carrying out monthly stock counts & replenishing stock where needed, quarterly meetings with our product reps, to ensure we are up to date, with the latest products & treatments, arranging training when needed.
- Compiling monthly staff rota's, as well as day to day diary management, ensuring all staff working hours are fully maximised & putting on offer's, to fill-in any un-productive time. Work scheduling that improves employee performance & business profit's.
- Creating a constructive yet relaxed working environment, where operational development & team efficiency, is the number one priority.
- Motivating employee's to inspire, lead and develop staff. Providing focus and direction with new initiatives, providing progression paths, identifying training requirements of existing staff, by providing discipline & performance feedback.
- Holding weekly staff meeting's to update all staff, on any offer's that are running, ensuring all staff are confident in performing treatments, to a 5 star performance level. Updating staff on party booking's & any special requirements, which maybe required. Supporting staff with any extra training required, incentives & retail targets.
- Meeting & greeting clients on arrival, taking booking's, payments & dealing with any concerns or complaints, from any clients we may have. I thrive to ensure all guests are happy on departure, keen to give positive feedback and willing to return.
Assistant Spa Manager
Belfry Hotel & Golf Resort, Sutton Coldfield, West Midlands
Sutton Coldfield, West Midlands
2016.06 - 2017.10
- Leading & supporting a team of 16 beauty therapists & 4 reception staff
- Driving the business, maximising rooms at all time's, daily morning meeting's with all HOD's/general manager, to inform all staff of our daily offer's and promotions, to discuss VIP guests & any requirements needed & to report any issues, the day maybe faced with.
- 121's, therapists training & support
- Premier spa, uni focus experience, working rota's
- Control of health and safety policies & procedures
- Dealing with any complaints or concerns any client may have & implementing any changes that may need applying, meeting with staff members to discuss complaints & support the therapists with any issues.
Spa/Beauty Manager
The Spa @ Henley In Arden, Henley In Arden, Warwickshire
Henley In Arden, Warwickshire
2013.01 - 2016.06
- Proven management skills in day to day running of the spa, leading & supporting team member's.
- Exceptional knowledge of spa products & business principles
- Wide knowledge of various treatments, therapies & services of a spa operation
- Energetic & enthusiastic beauty therapist, with a lifelong passion to beauty & holistic therapies.
- 12 years experience of secretarial and administrative work, offering outstanding front of house customer services & communication skills.
- DBS checked to train/support students, studying all levels of beauty/spa, therefore able to work effectively as part of a team.
- I-Salon software trained, with 7 years experience.
- Well presented and well organised.
- Ability to work on own initiative and prioritise my workload effectively.
- Carrying out 2 hourly pool testing, ensuring all thermal room's are to a high hygiene standard & functioning properly. Weekly back-washing of the jacuzzi pool.
Duty Manager
The Spa @ Henley In Arden, Henley In Arden, Warwickshire
Henley In Arden, Warwickshire
2012.06 - 2016.06
- Being a registered key holder, opening & securing premises & general day to day running of the spa.
- Having a hands-on approach and leading by example, with possessing extensive knowledge of high end products & therapy services, working hard to ensure the service to customers is consistently high, ensuring that best practice is followed in safety, legality, & quality of service.
- Recruiting staff and promoting their continuous training and mentoring of new staff.
- Decision making and problem solving
- Cost control, budget control & financial management.
- Using automated computer systems to monitor stock control.
- Sales, marketing promotions & monthly offer's.
Beauty Therapist
The Spa @ Henley In Arden, Henley In Arden, Warwickshire
Henley In Arden, Warwickshire
2011.06 - 2012.06
- Performing all level 2 & 3 spa/beauty treatments, gaining many regular clients. Treatments such as microdermabrasion facials, microcurrent facials, elemis face and body treatments, OPI / IBD gel nails, spray tanning, indian head massage, hot stone massage, rasul treatment, hammam treatments.
- Competent in carrying out vital chemical & ph water pool tests, to ensure proper balance for client safety & comfort.
- During employment at the spa, I have undergone training in elemis face and body treatments, as well as gaining a broad knowledge of all elemis products.
Receptionist
James Hair Design, Solihull, Warwickshire
Solihull, Warwickshire
2010.02 - 2011.06
- General reception duties, working within a busy hair salon.
- Filing/photocopying client records
- Booking, scheduling appointments
Reception & Call Centre Agent
Centre Cadmore & Co Hair & Beauty, Solihull, Warwickshire
Solihull, Warwickshire
2007.01 - 2010.02
- General reception duties, working within 2 busy hair and beauty salons, with approximately 15 stylist staff, beauty therapists, nail technicians & holistic therapists.
- Taking incoming calls/booking's for both salons, transferring calls to necessary departments.
- I am a key-holder for both salons, I am responsible for securing both salons end of each day - Dickens Heath & Prospect Lane, Sharmans Cross.
Education
NVQ Level 3 Pass - Beauty Therapy Spa Route
Henley In Arden College Beauty Campus
Warwickshire 2011.01 - 2011.01
NVQ Level 2 Pass - Qualified Beauty Therapist
Warwickshire College
Warwickshire 2010.01 - 2010.01
GCSEs - undefined
Alderbrook Secondary School
Solihull 1997.01 - 1997.01
Skills
PRODUCT KNOWLDGE
- iiaa - Environ
- Espa
- Elemis
- Guinot
- Caudalie
- Dermalogica
- Natural Spa
- Nailtiques / OPI / / Jessica
- St Tropez / Sienna X
- Heaven
- Tropics
- Australian body care
KEY SKILLS
- Calm under pressure
- Problem-solving
- Communication skills
- Team building
- Leadership
- Public Relations
- Social media marketing
- Resourcefulness
- Upselling
- Marketing
- Programme development
- Spa operations
- Staff supervision and training
- Technical spa equipment handling
- Equipment handling
- Reporting compliance
- Experience with payroll systems
- Understanding of therapeutic practices
- Familiarity with beauty products
- Knowledge of spa treatments
- Human resources principles
- Inspirational team leader
- Treatment protocols knowledge
- Health and Safety regulations, COSSH, RIDDOR, Risk assessments
- Professional attitude
- Quality control standards
- Task delegation
- Digital booking systems
- Customer Service / complaints
- Attention to Detail
- Financial reporting
- Special event planning
Timeline
SPA & LEISURE MANAGEMENT, ACHILL GUEST HOUSE & SPA, SOLIHULL
2021.12 - 2026.09
Spa manager
Urban Spa - Everyone active, Bromsgrove
2017.09 - 2020.11
Assistant Spa Manager
Belfry Hotel & Golf Resort, Sutton Coldfield, West Midlands
2016.06 - 2017.10
Spa/Beauty Manager
The Spa @ Henley In Arden, Henley In Arden, Warwickshire
2013.01 - 2016.06
Duty Manager
The Spa @ Henley In Arden, Henley In Arden, Warwickshire
2012.06 - 2016.06
Beauty Therapist
The Spa @ Henley In Arden, Henley In Arden, Warwickshire
2011.06 - 2012.06
NVQ Level 3 Pass - Beauty Therapy Spa Route
Henley In Arden College Beauty Campus
2011.01 - 2011.01
Receptionist
James Hair Design, Solihull, Warwickshire
2010.02 - 2011.06
NVQ Level 2 Pass - Qualified Beauty Therapist
Warwickshire College
2010.01 - 2010.01
Reception & Call Centre Agent
Centre Cadmore & Co Hair & Beauty, Solihull, Warwickshire
2007.01 - 2010.02
GCSEs - undefined
Alderbrook Secondary School
1997.01 - 1997.01