LauraJane Hillhouse

I am a hardworking and strong individual who is always eager to learn and hungry for a challenge. As a highly motivated person, I have grown in both confidence and skill in every role. I have a wealth of knowledge and experience of the retail and beauty industry and consistently give outstanding customer service.

I am extremely reliable and diligent and will always go the extra mile to ensure that personal and team targets are met. My strong work ethic means that I often work extra hours to ensure tasks are executed.

Spa Manager at Fonab Castle Hotel (2021-06 – 2023-11)

• Managing daily spa operations
• Liaising with spa director and other HODS on a regular basis
• Able to perform treatments to the highest standards
• Staff development ie 1-2-1's
• Staff training through flow, ishga, matis and other brands used on site
• Excel spreadsheets
• Staff remuneration
• Rotas
• Monthly stock take
• Performing high end treatments
• Customer service
• Managing and handling complaints
• Ordering stock
• Pool testing and hygiene
• Backwashing of pools

Spa Manager at The Machrie (2019-11 – 2021-06)

• Rebranding the spa to perform at the highest level
• Staff training and development ie 1-2-1's, remuneration
• Rotas
• Stock stake
• Managing and handling complaints
• Weekly and monthly stock take
• Ensuring KPIs are met
• Staff incentives
• Liaising with fellow HOD'S and higher management
• Daily cash up

Spa Therapist at Neilson Active Holidays (2019-04 – 2019-10)

• Meeting and greeting guests
• Ensuring targets are hit 110% and above
• Completing spa treatments to a high standard
• Maintaining the cleanliness to treatment rooms and spa area
• Closing end of day, cashing up
• Teaching massage and skin care classes, to guests giving them a taster session
• Help with monthly stock take
• Beach side and pool side promotions
• Interact with guests at mix and mingle

Manager/Therapist at Sorbet Experience UK (2017-11 – 2018-06)

• Managed and developed a team of eight therapists by providing relevant assistance, in training, individual motivation and support, ensuring daily targets were reached
• Produce written reports by collecting, analysing and interpreting data relevant to the market, operations and staff performance, which led to transparent communication with senior management in south Africa, in order for them to make strategic decisions regarding future actions
• Leading strategy for new product development
• Interviewing and recruiting new staff
• Managing rotas
• Staff remuneration each month ensuring staff pay is correct
• Team one to one meetings, making sure that the individuals are happy within the work place and how we can help the brand to grow and develop
• Daily stock count and weekly inventory
• Managing front of house, Daily admin deliveries, emails, end of day cash up & banking
• Customer complaints and resolving any complications

Beauty Therapist & Sales Specialist/Assistant Manager at Sorbet Experience UK (2016-01 – 2017-11)

• Performing varied high quality treatments on guests including, facials, waxing, manicures and pedicures, gel application, threading and massage
• Front desk duties such as taking bookings and answering the phone
• Handling of cash and daily cash up
• Counting stock and stock control
• Entering and checking deliveries and invoices

Retail & Events Specialist at Dermalogica (2015-07 – 2016-01)

• Travelling to various locations around the UK & Dublin, these included Selfridges, Harvey Nichols, Liberty, Westfields & John Lewis
• Helping out the teams on counter to cover sickness or annual leave
• Performing 20 minute targeted treatments and also performing 60 minute treatments on certain sites, retailing to clients always aiming to hit 110% on a monthly & daily basis
• Setting up for events to help promote new products and skin health
• Having to manage myself
• Meeting deadlines, ensuring paperwork was handed in on time
• Liaising with company managers and directors on a regular basis

Skin Care Therapist at Dermalogica (2013-11 – 2015-06)

• Aiming to hit 110% targets on monthly & daily basis, as part of a team and an individual
• Retailing & concept targets are also met through treatments performed in store
• Keeping a positive attitude in the work environment with my colleges and clients
• Ensuring my product & treatment knowledge is kept at the highest standard to provide maximum customer service
• Ordering consumables for the week ahead
• Unpack deliveries and count stock on a rotated weekly basis
• Processing cash & card transactions
• Manually cashing up till, on a rotated basis
• Always follow health and safety
• I have received my expert status within the brand

Senior Therapist at The Grange Holborn Hotel & Spa London (2012-08 – 2013-11)

• Targets set on a monthly basis to upsell on treatments & retail products
• Managing a team of five
• Training the girls on skin treatments
• Help with staff rotas liaising with the manager
• Ordering stock
• Ensuring my appearance hair, makeup, uniform is immaculate. Meet and greet clients
• Provide clients with the correct forms and correct attire for the spa
• Ensure they have pleasant time
• Prep treatment rooms
• Making sure daily task sheets have been signed, lighting candles, check diaries, stock up towels, fill hot towel cabbies
• Taking cash/card/cheque/voucher payments from clients
• Receiving Expert status with Dermalogica

Therapist at The Grange St.Pauls Hotel & Spa Beauty (2012-02 – 2012-08)

• Ensuring my appearance hair, makeup, uniform is immaculate
• Meet and greet clients
• Provide clients with the correct forms and correct attire for the spa
• Ensure they have pleasant time
• Prep treatment rooms making sure daily task sheets have been signed, lighting candles, check diaries, stock up towels, fill hot towel cabbies
• Taking cash/card/cheque/voucher payments
• Providing excellent customer service

Purchase Ledger at Abbey Kings Park Hospital (2007-01 – 2009-07)

• Receive daily invoices & input data into excel as well as the use of SAGE
• End of month remittance relating to individual company accounts
• Submit monthly BACS payments & issue cheques
• Marry up invoices with correct purchase order
• Correspond with clientele over the phone, fax & email
• Help with reception duties as and when required

Receptionist at Abbey Kings Park Hospital (2005-11 – 2006-12)

• Responsible for greeting all persons who attend reception
• Screening people for security purposes before entrance
• Working the telephone switchboard, liaising with medical staff as required in relation the call
• Responsible for receiving payments regarding patient invoices as well as over the phone payments
• Inputting patient information into database
• Responsible for cashing up & securing monies each evening
• Compile brochures for distribution to patients

Underwriter at Prudential (2004-01 – 2005-10)

Life insurer

• Primary underwriting, agent contacts
• Following up leads with health professionals
• Working to deadlines
• Filing & distribution of policy documents
• Working in mailing room
• Processing all mail

Staff at Little Chef (2001-10 – 2003-12)

• Meeting, greeting and seating customers
• Trained in all aspects of food handling
• Taking orders, Preparing meals, Till operation

NVQ Level 2 & 3 in Beauty Therapy – Various (2009-09 – 2011-06)

Standard Grades – Dunblane High School