Samantha Bance

• Launched and implemented the first Nail Technician Training Courses in Jamaica and India, expanding international education offerings.
• Delivered comprehensive training programs to cruise ship therapists, focused on upskilling in advanced spa and beauty treatments.
• Conducted classroom and practical training sessions, drawing on strong teaching and lecturing experience.
• Trained and supported teams with a focus on clear communication, professionalism, and service excellence.
• Ensured consistent delivery of exceptional treatment standards and upheld high training quality across all locations.
• Maintained regular collaboration with the Head of Training to align on goals, updates, and performance metrics.
• Facilitated training on product knowledge, service protocols, and treatment techniques to elevate the guest experience.
• Created detailed performance appraisals and issued certificates of completion upon successful course outcomes.
• Adapted training methods to accommodate diverse learning styles and multicultural teams, ensuring effective knowledge transfer at all business levels.
• Guided therapists in personalizing treatments to individual client needs, resulting in increased product recommendations and retail sales.

Vessels: Wind Spirit, Star Breeze, Crystal Esprit

• Improved customer service ratings by 60% and overall company ratings by 20%.
• Achieved a 30% year-on-year revenue increase in 2020 through effective team leadership and sales strategy.
• Surpassed seven individual cruise sales targets by approximately 20%—a first-time accomplishment for the company.
• Oversaw all aspects of daily spa operations, including facility upkeep, guest relations, team supervision, financial reporting, and inventory management.
• Led and motivated the spa team to consistently deliver exceptional service standards and high performance.
• Provided regular sales and productivity reports to the corporate office, contributing to strategic decision-making.
• Maintained a private treatment schedule for high-profile and VIP clients, ensuring a discreet and premium experience.

• Provided training and mentorship to junior therapists and new team members; supported with staff appraisals and performance development.
• Delivered a wide range of high-quality treatments, including massage, facials, manicures, pedicures, and body wraps.
• Actively promoted spa services and retail products, offering tailored home care recommendations to enhance client results.
• Monitored and managed stock levels, ensuring timely replenishment and availability of products and supplies.
• Delivered exceptional customer service, offering professional care and guidance both before and after treatments.
• Maintained clean, well-stocked treatment rooms and ensured the wider spa environment met hygiene and presentation standards.

Vessels: Disney Dream, Crystal Symphony, Crystal Serenity, Azamara Quest, Azamara Journey

• Boosted spa retail revenue by approximately 20% through effective aftercare consultations and tailored product recommendations.
• Built and maintained a loyal client base, achieving an impressive 82% repeat booking rate.
• Led engaging skincare workshops, resulting in a 50% increase in client bookings.
• Delivered a range of therapeutic treatments, with a specialty in the exclusive quartz crystal massage.
• Organised and executed promotional events, creating bespoke treatment packages that significantly increased spa engagement.
• Handled guest feedback and special requests with professionalism, ensuring a positive and personalised experience.
• Conducted regular staff meetings to communicate updates, and align on operational goals.

• Appointed as an Elemis Brand Ambassador, with a focus on enhancing brand visibility and product awareness.
• Developed and launched in-house promotional campaigns, resulting in a 20% increase in Elemis retail sales.
• Recognised with a Certificate of Excellence for outstanding customer service in the role of Senior Therapist.
• Led staff training sessions, supported new treatment rollouts, and managed successful product launch events.
• Effectively managed spa inventory, ensuring accurate stock control and full audit compliance.
• Provided personalised skincare consultations and product recommendations, tailored to individual client needs.
• Ensured strict adherence to health and safety standards, maintaining a safe and professional treatment environment.

• Initiated and implemented creative promotions and booking strategies to consistently meet daily revenue targets and maintain high appointment occupancy.
• Built strong interpersonal relationships with clients, colleagues, and management, contributing to a positive and collaborative work environment.
• Delivered a range of Elemis facial and body treatments, including hot stone massage and Hopi ear candling.
• Actively gathered and analysed guest feedback to drive service improvements and ensure an exceptional client experience.
• Set and achieved strategic performance goals aligned with the spa’s overall business objectives.