Kelly Smith

Passionate General Manager with over 11 years’ experience in the Health and Wellness industry. Skilled in leading teams, managing performance and driving business growth through P&L management, compliance and high service standards. Strong communicator and leader.

KELLY SMITH

WORK EXPERIENCE

July 2024 - Present The Bannatyne Group - General Manager - Hitchin

September 2019 – June 2024

Lead operations at a Premium Health Club & Spa serving 2,500 members, with a turnover of £2.6M and an EBITDA of £1.2M. Oversee a dedicated team of 50 staff members across a diverse facility that features an 11-bed spa, wet-side area, restaurant, three-floor gym, three studios, and offers 75 weekly fitness classes.

Key Successes:

The Bannatyne Group – Cluster Spa Manager – Colchester 

January 2019 – September 2019

In a dual site manager role, I oversaw our two flagship spas, achieving a total income of £3M. Lead and mentor a team of over 100 Spa Therapists across both locations, each equipped with an Elemis retail shop, to deliver exceptional guest experiences and drive operational success.

Key Successes:

• 5 Bubble Rating: Proudly achieved a prestigious 5 bubble rating from The Good Spa Guide, showcasing our commitment to excellence in spa services and guest experience.
• Therapist Recruitment & Training: Successfully recruited and trained 37 therapists, specialising in Elemis facials, body treatments, and lava shell massage techniques, enhancing the quality and diversity of our spa offerings.
• Increased Spa Yield: Boosted spa yield from £40 to £65 per hour through effective operational strategies and enhanced service delivery.
• Surpassed Income Forecasts: Grew spa income by an additional £80k over projections, demonstrating a strong ability to drive revenue and optimise financial performance.

May 2017-January 2019

Led a 30-bed treatment spa with 52 therapists, delivering exceptional service to up to 200 guests daily. Drove spa revenue to £1.8M by enhancing operational efficiency and guest satisfaction. Prioritised the well-being of both staff and clients, ensuring a positive and high-quality spa experience for all.

Key Successes:

• Spearheaded a £2.5M spa renovation, increasing capacity from 11 to 30 treatment beds and growing the therapist team from 15 to 52, all while upholding exceptional service quality.
• Founded the Bannatyne Training Academy, achieving accreditation from The Beauty Guild and enhancing staff training and development.
• Developed a work experience program with a local college, providing 30-hour placements for 8 students, fostering future talent in the industry.
• Recognised by the local college, becoming an endorsement for Level 3 students, and honoured by having one of the college’s salons named after our spa.

June 2013 – May 2017

Experienced Spa Therapist skilled in delivering a range of treatments including massages, facials, gel nails, intimate waxing and many more. Focused on client care, personalised consultations, and maintaining high hygiene standards. Committed to providing exceptional service and enhancing client well-being in a relaxing environment.

Beauty Therapy NVQ 2

Beauty Therapy VRQ 3

Pool Plant Operator Level 3

First Aid At Work

Pool Responder First Aid