Successes & Achievements

The Spa at the lodge sonoma

interim spa director/task force - July-august 2022

Contracted by Trilogy Spa Holdings to provide interim spa director assistance in the newly re-opened spa (July 1, 2022). During the contracted period of 7+ weeks, the following tasks were completed and goals achieved with success:

• worked on-site for 7+ weeks

• completed initial installation of retail merchandise

• implemented spa food & beverage program

• hired, onboarded, and trained the front desk team

• hired and onboarded additional massage therapists

• completed biweekly payroll

• completed daily financial reporting

• communicated marketing needs to increase overall business volume

• scheduled spa providers to ensure maximum availability for scheduling

• refined the configuration of spa scheduling software (Book4Time)

• communicated construction final punch list for the newly refreshed spa facility

• assisted with the onboarding of the newly hired spa director

Thank you again for helping us and blending so seamlessly into the Trilogy family! I can’t wait for our next collaboration. - Michelle Kinney, Trilogy Spa Holdings, Chief Operating Officer

So many thank you's! You have been a rock and we are so grateful. - Brennan Evans, Senior Vice President

You are a spa angel! How do we thank you enough for all you have done? I'm beyond thankful and I know the Sonoma team is grateful for all you have done to get their spa ship heading in the right direction. I know we will be working together in the future. It's not goodbye but rather see you at the next project!! - Ingrid Middaugh, Regional Spa Director

The Spa at Pebble Beach

scheduling software conversion: March-April 2022

Contracted to assist with the scheduling and point-of-sale software conversion for 5 business centers at Pebble Beach (SMS HOST to SpaSoft). Included The Spa, Beach Club Fitness, Beach Club Tennis, Spanish Bay Fitness, and Spanish Bay Tennis. During the contracted period of 5 weeks, alongside the teams at Pebble Beach, the following tasks were completed and goals achieved with success:

• worked on-site for 30 days with the leadership team to ensure go-live success

• configuration of the resources, and activities for the 5 business centers noted above

• along with the SpaSoft trainer, assisted in the training of resort team members on the use of the new software (management, reservations, concierge, front desk, fitness trainers, tennis professionals

• refined the software configuration based on actual real-world needs (classes, activities, resources, commissions, sort order)

• communicated technical and user challenges to SpaSoft in a timely manner to ensure the correction of issues

• go-live date was met with no major challenges that were correctly quickly

• ensured that go-live results for point-of-sale translated accurately to reports for commissions and revenue reporting

It was such a pleasure to work with you. Your expertise proved invaluable. Thank you for working tirelessly with us to ensure a seamless transition. We appreciate you! - Lara Davidson, Spa Director, The Spa at Pebble Beach

the spa at sea island

interim spa leadership: October 2021-February 2022

Working alongside the Spa Director during leadership short-staffing/change period, accomplished the following achievements:

• esthetics department

  • revised process for assigning equipment to be evenly rotated to ensure fairness in availability

  • swapped 2 esthetics rooms with 2 massage rooms to allow for estheticians to be closer in proximity to their dispensary in this large spa

  • improved utilization of the dispensary by relocating supplies to a secured cabinet in this space for more efficient distribution of products

  • coordinated training on a new skincare line, Sapelo Skincare (product knowledge and hands-on)

  • coordinated the implementation of the updated kid’s facial products, Farmhouse Fresh

  • re-organized facial rooms (supplies, linens, etc) to provide more consistency from room to room

  • listened to and provided guidance to the estheticians to enhance overall team morale and spirit

• massage department

  • inventoried all equipment and supplies in each room the ensure operational success in each room

  • interviewed and trained 2 new massage therapists

• overall

  • completed twice daily pre-shift meetings for providers reviewing Sea Island standards and news of the day

  • assisted with finding coverage for provider requests and call-offs

  • simplified the room assignment process for massage and esthetics providers

  • trained new spa operations manager on basic procedures and processes with the providers

  • trained and coached new spa operations supervisors on best practices, processes and guidelines

  • provided suggestions for software improvements to the newly promoted assistant spa director (sort order, resource clean-up, activity clean-up)

  • completed linen inventory and provided suggestions for future inventories to ensure accuracy and ease of the process

Thank you Jenn for all your support- this experience was truly a luxury to have 3 executive spa directors all in one location at the same time! We sincerely appreciate your support! - Cecilia Hercik, Director of Spa & Wellness, The Spa at Sea Island

While you were at Sea Island a few short months you had a huge impact on the spa. Thank you! - Ella Kent, Director of Rooms, Sea Island

Soul Spa - The Westin Jackson

Interim spa director: January-October 2019

As the Interim Spa Director at Soul Spa at The Westin Jackson in Jackson, MS, Jennifer quickly recognized several areas for operational improvement and made adjustments that provided the following long-term results:

• increased departmental revenues year-over-year by 65% in the first 9 months of 2019

• increased departmental profit year-over-year by 300% in the first 9 months of 2019

• increased spa employee engagement by 24 points over the previous survey

  • increased teamwork score by 17 points

  • increased quality of life at work score by 9 points

• implemented SpaSoft changes to enhance the functionality of the software

  • yield management

  • provider schedules

  • clean up of database (activities and resources)

• reprinted spa collateral materials with service updates and weekday vs weekend pricing

• in coordination with the Marketing Manager, implemented enhanced social media posts to grow awareness

• updated the retail offerings and re-merchandised the retail space

• determined that the current skin and body product line was not providing the financial success needed

  • implemented the plan to update the menu of services with a better-suited, more price appropriate product line for this market

• hired four new spa providers and two support team members that allowed for the continued growth of treatment volume and improved guest experience