Dragana Pilic

Dynamic and goal-oriented professional with 10+ years of experience driving financial gains through managing and leading Spa operations to ensure exceptional customer service and satisfaction. A growth-focused individual with strong commercial acumen and demonstrated expertise in coordinating client service operations, executing strategies, conducting research, and monitoring key performance metrics to deliver revenue. Visionary thought leader with active involvement in managing client expectations, evaluating processes, and implementing effective organizational changes to increase productivity and for achieving organizational targets.

Excel at establishing and maintaining relationships with key stakeholders, clients, and staff members at all levels. Equipped with exceptional communication, negotiation, and interpersonal skills, instrumental in leading successful enterprise operations. Proven expertise in:

• Strategic Planning and Implementation
• Product Development / Brand Enhancement
• Market Research and Trend Analysis
• Client Acquisition and Retention

• Sales and Revenue Growth 
• Client Service Management 
• Process Improvement Initiatives
• Team Building and Leadership 

Spa & Recreation Manager

Kempinski Hotels, Djibouti – 08/2021 – Present

Responsibility for leading, managing, and driving performance at Kempinski Spa, Wellness & Recreation in alignment with Kempinski’s Brand Standards, Standard Operating Procedures

This involves managing the Kempinski Wellness & Spa team effectively to deliver a wellness-centered guest experience and drive and manage wellness initiatives and experiences throughout the hotel and complex reporting effectively to the General Manager

• Operated 30% above budget by a combination of sustained new revenue, inventory, and other cost controls.
• Increased controllable profit by 50% by leading a high-performance, compassionate, and caring team.
• Increased service levels via training and staff selection. The spa was continuously in the top 5% of guest-reported survey satisfaction with multiple months at 100% satisfaction.
• Maintain total financial management duties, budgeting, forecasting, payroll and scheduling, and product inventory/ordering duties.

General Manager | Wellness Director

MSF Pharm Aesthetic Clinic – Serbia - 07/2020 to 07/2021

• Overseeing the daily operations of Wellness facilities. Providing administrative support, overseeing staff members' hiring and training, coordinating guests care plans, planning budgets, establishing rates for services, and coordinating financial reporting.
• Direct, supervise, and evaluate work activities of medical, wellness, nursing, technical, service, maintenance, and other personnel.
• Manage all social media platforms.
• Remedy issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
• Apply strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.

Spa & Wellness Director 

Canyon Ranch Spas & Resorts – Tucson, Arizona/Celebrity cruises 05/2014 – 06/2020

Spearhead the management of a wide range of operations for ensuring the smooth execution of business activities by leading and supporting a team of more than 35 staff members. Forecasted and administered budget for reducing operational costs and maximizing profit margins. Creating and full responsibility for the budget.

Increased organizational and individual productivity through training and mentoring staff regarding sales techniques and professionalism. Ensured customer satisfaction by providing exceptional customer services, Forbes training, and development. Triggered revenue and enhanced guest satisfaction by inventing new events.

• Achieved and exceeded weekly and monthly targets up to $ 30K by developing and implementing tactical strategies. 
• Directed marketing management, special promotions, and events for increasing brand awareness and expanding business markets. 
• Launched new brands and services by customer demand, while organizing full marketing and events from conception to successful execution.
• Increased sales, decreased overhead, and organized & streamlined operational processes & protocols. Increased gross profit by 17%

Spa & Recreation Manager 

Wellness Hotel Park – Novi Sad - 2009 – 12/2013

• Overseeing all aspects of beauty, health, fitness, and thermal area operations. 
• Managing 15 staff members, overseeing facility maintenance, and developing budgets.
• Directed marketing management, creating marketing and promotions campaigns & special promotions, and events for increasing brand awareness and expanding business markets. Constant training and development of staff members by Informing staff members of job responsibilities, performance expectations, and client service standards.
• Developing staff service & retail goals and guiding staff in goal achievement and reaching their daily weekly and monthly KPIs

Assistant Spa Manager 2008-2009

Singidunum University

Bachelor of Business administration, Sales & Marketing (2020 -2023)

University of Professional Medical Studies

Bachelor of Medical Professional Studies, Aesthetics & Dermatology (2004 – 2008)

Cornell University 

Certificate in Hospitality Management – E - Cornell University (2022)