Coty Coty Gilliland

Operations and organizational-development professional with 13 years of experience improving people, processes, and service delivery across hospitality, wellness, education, and manufacturing environments. Experienced in team leadership, hiring and onboarding, workforce scheduling, workflow design, policy and SOP development, performance management, quality standards, and cross-functional implementation. Known for translating complex expectations into practical systems that strengthen consistency, accountability, employee experience, and day-to-day execution.

Assistant Retreat Director at Massage Heights – Lenexa City Center (2026-05 – Present)

• Coordinate daily retreat operations, opening and closing procedures, deposits, scheduling, staffing coverage, guest recovery, and team support in a high-volume wellness environment.
• Support hiring and onboarding while providing coaching, performance conversations, retraining, and clarification of role expectations and service standards.
• Identify communication, workflow, and accountability gaps; organize follow-through across leadership priorities, staff needs, and operating requirements.
• Provided leadership coverage across two locations during a management absence, balancing schedules, escalations, operational continuity, and team support.

Lead Clinic Supervisor & Instructor at WellSpring School of Allied Health (2023-01 – 2026-06)

• Directed clinic-floor operations and supervised hundreds of adult learners while maintaining academic, practical, professional, compliance, and client-service standards.
• Redesigned Intro to Spa and Advanced Spa programming using stretch, flexibility, and NASM-aligned guidelines to strengthen relevance and practical application.
• Built operating procedures, compliance documentation, accountability systems, assessments, remediation plans, and performance-support resources to standardize expectations.
• Coordinated workflow, client service, learner performance, and instructional priorities in a fast-moving clinical education environment.

Therapeutics Manager at Klā Sanctuary (2025-05 – 2026-02)

• Led approximately 15 therapists with responsibility for hiring, onboarding, scheduling support, coaching, service standards, accountability, and staff development.
• Authored a 134-page training and operations manual integrating procedures, workflow, onboarding, role expectations, service delivery, and performance support.
• Improved scheduling, break, workload, and communication practices to support employee quality of life while sustaining guest experience and operational needs.
• Created SOPs, skill checks, compliance documentation, and performance systems that improved consistency, readiness, and day-to-day execution.

Department Manager & Lead Massage Therapist at Spa on Penn (2021-01 – 2025-05)

• Led department operations, practitioner workflow, team communication, service standards, and day-to-day problem-solving in a high-touch wellness setting.
• Developed practical systems and documentation to improve consistency, accountability, client communication, and professional development.

Machine Operator / Lead at Sauer Brands (2020-01 – 2020-12)

• Advanced into a lead role after mastering unfamiliar heavy production equipment, workflow requirements, quality expectations, and safe operating procedures.
• Supported team execution, process consistency, equipment operation, and production continuity in a high-demand pandemic manufacturing environment.

Lead Massage Therapist at Hand & Stone Massage and Facial Spa (2018-01 – 2019-12)

• Supported day-to-day department standards, practitioner development, peer mentoring, workflow consistency, and professional accountability.

Lead Trainer / Operational Lead – In-Room Dining at Sea Island Resorts (2013-01 – 2018-12)

• Selected through leadership nomination for an internal management and training pathway facilitated by the Human Resources Development Team.
• Authored an In-Room Dining training and operations manual that standardized workflows, role expectations, service delivery, and preparation for Forbes Five-Star standards.
• Led operational execution, employee onboarding, coaching, service recovery, and performance expectations within a luxury hospitality environment.
• Completed a Forbes service evaluation after implementing the program, earning a 98% score and contributing to the department's strongest recognition in years.

Bachelor of Arts in Liberal Arts – Education Specialization – Newlane University (2025-09)

Associate of Occupational Studies in Fitness & Nutrition – WellSpring School of Allied Health (2025-01 – 2025-12)

Massage Therapy Certificate Program in Massage Therapy – Pinnacle Career Institute (2016-01 – 2016-12)