Ingrid

Learning & Development and Training Specialist with a BA in Industrial & Organizational Psychology and progressive experience designing, facilitating and evaluating learning interventions across hospitality, wellness and service environments.

Experienced in the full training cycle: identifying performance and capability gaps, conducting pre-assessments, defining learning objectives, designing programmes and SOP-based materials, facilitating practical and virtual training, and conducting post-training follow-up and coaching. Combines organizational psychology, operational leadership and hands-on facilitation to translate business needs into practical learning that improves service quality, employee capability, engagement and performance.

Interim General Manager (Westwood Hotel) & Wellness Manager - Superior Hotels Kenya - Nairobi, Kenya

(2025-01)

• Led staff upskilling programmes across selected properties, translating operational and service-quality needs into targeted learning interventions.
• Advised Executive leadership on capability, staffing, standards and performance-development priorities.
• Supported business development through wellness service innovations and structured team development.
• Led wellness operations across multiple properties while developing staff capability, service standards and performance systems.
• Developed comprehensive SOPs, indemnity forms and treatment menus adopted across properties to standardise service delivery.
• Managed fitness-wellness integration programmes, including trainer development and scheduling to improve guest experience.
• Increased spa revenue at Lake Naivasha Resort from KES 599,000 to KES 938,250, a 56.6% increase within six months, through targeted promotions and service packages.
• Established Chai Spa at Ridge Cabin Resort, including recruitment of staff, procurement, budget planning and menu development; achieved profitable operations within three months.
• Improved staffing systems, targets and incentives while reducing turnover.

Training Facilitator - Kicheche Safari Camps

(2025-01 - 2026-12)

• Designed and delivered customized training for lodge spa teams based on practical capability and service requirements.
• Facilitated practical therapy execution, professional ethics and guest-interaction learning.
• Mentored staff to apply learning on the job and deliver elevated, personalized guest experiences.

Training & Liaison Partner - Steve Andrews, International Spa Educator - Kenya and Barbados

(2023-01 - 2024-12)

• Coordinated luxury spa training programmes against international benchmarks across Kenya and Barbados.
• Design tailored learning interventions covering professionalism, communication and treatment efficacy.
• Coordinated wellness symposiums, self-care events and therapist webinars, including programme logistics and participant engagement.

On-Set Therapist - Showmax / Café Luna Films

(2023-01 - 2025-12)

• Provided mental-health support and emotional wellbeing sessions for film crews and cast.
• Delivered short individual and group sessions in fast-paced production environments.

Project Manager - Sunergos Africa

(2021-01 - 2022-12)

• Led brand-growth and operational-development projects.
• Implemented project-management systems including Asana and ClickUp to improve process efficiency.

Operations Manager - Sheri Palm Spa, JKIA

(2016-01 - 2017-12)

• Managed 23 therapists and maintained high service standards.
• Created in-house training modules and supported staff capability development.
• Continuously developed and improved SOPs and service processes.

Therapist - Dusit D2 Hotel, Smart Life Reflexology Clinic & Homecare Support

(2015-01 - 2015-12)

• Delivered holistic, hydrotherapy, herbal and physical treatments, with a strong focus on client experience and professional practice.

BA Psychology - Industrial & Organizational Psychology - United States International University (2010-01 - 2014-12)

Certificate in Counselling - Counselling - Amani Counselling Center (2021-01 - 2022-12)

Holistic Therapy (ITEC) - Holistic Therapy - Timeless Beauty College (2015-01 - 2015-12)