ANALISE CARUANA
Operations Manager
Qawra,51
Summary
Seasoned Operations Manager and talented leader with 25 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
A Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
26
26
years of professional experience
2020
2020
years of post-secondary education
4
4
Languages
Work History
Operations Manager
Marion Mizzi Wellbeing
04.2024 - Current
- Overseeing day-to-day operations across multiple spa locations, ensuring consistency and high standards of service
- Collaborating closely with the marketing department to develop strategies that align with business objectives and drive growth
- Monitoring KPIs and performance metrics, identifying opportunities for improvement and implementing effective solutions
- Managing budgets, forecasts, and business plans to maximize profitability and efficiency
- Leading and mentoring staff to maintain a motivated and high-performing team
- Strengthening relationships with key stakeholders, including hotel management and partners
- Ensuring exceptional customer service and client satisfaction across all locations
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Facilitated smooth collaboration between departments through clear communication channels.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Increased profit by streamlining operations.
Spa Manager
Marion Mizzi Wellbeing
06.2017 - 03.2024
- Oversaw smooth daily operations of the spa and slimming club
- Liaised with marketing to improve strategies and achieve business goals
- Provided staff training on client support, sales performance, and nutritional standards
- Prepared performance reports and managed expenditure business plans
- Maintained strong client relationships and ensured service excellence
- Trained and mentored staff members to achieve optimal performance levels and maintain high standards of service.
- Managed activities related to staff training, treatment procedures, inventory management and marketing.
- Created customized treatment plans for clients based on their individual needs and preferences.
- Resolved conflicts between staff members or customers swiftly and professionally, fostering a positive work environment for all parties involved.
Sales/Reservations Manager
Inlingua Malta
08.2012 - 05.2017
- Delivered outstanding customer service and managed client inquiries efficiently
- Developed and executed communication strategies to meet KPIs
- Coordinated study travel arrangements and maintained stakeholder relationships
- Managed student visa processes and documentation from start to finish
- Enhanced customer satisfaction by efficiently managing reservations and providing exceptional service.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Managed team of reservation agents, ensuring high-quality service and accurate bookings.
- Adjusted sales strategies to changing conditions, such as increased local competition and decreased industry rates.
Spa Manager
Marion Mizzi Wellbeing
04.2000 - 07.2012
- Managed spa and slimming club operations across different branches
- Conducted staff appraisals and performance evaluations
- Developed business plans and managed stock and supply orders
- Trained new team members in sales and customer support
- Trained and mentored staff members to achieve optimal performance levels and maintain high standards of service.
- Managed activities related to staff training, treatment procedures, inventory management and marketing.
- Established a welcoming atmosphere for guests through exceptional customer service interactions from arrival to departure.
- Enhanced customer satisfaction by implementing innovative spa services and treatments.
- Created customized treatment plans for clients based on their individual needs and preferences.
- Resolved conflicts between staff members or customers swiftly and professionally, fostering a positive work environment for all parties involved.
- Streamlined appointment scheduling for improved efficiency and increased bookings.
- Implemented policies and procedures that optimized operational efficiency within the spa facility.
- Improved client retention rates by developing personalized follow-up communication strategies after each appointment.
- Coached employees on upselling techniques, resulting in higher average sales per guest visit.
Spa Therapist
Marion Mizzi Wellbeing
04.1999 - 05.2000
- Designed customized diet and wellness plans for clients
- Performed spa and slimming treatments with exceptional care and professionalism
- Conducted body analysis and created personalized client journeys
- Demonstrated professionalism and dedication to client satisfaction through consistent punctuality, attention to detail, and commitment to high-quality service delivery.
- Provided attentive care during treatments, addressing any concerns or discomforts promptly and professionally.
- Booked appointments, answered phones, greeted clients, handled payments, and created client service tickets.
- Collaborated with spa management to develop innovative treatment packages, attracting new clients and generating increased revenue.
- Developed strong relationships with clients through empathetic listening skills and genuine concern for their wellbeing.
- Enhanced client satisfaction by providing personalized spa treatments and exceptional customer service.
Education
Diploma - Introduction to iGaming
iGaming Academy
Diploma - Digital Marketing
ICE Malta
Higher National Diploma - undefined
INFA School Of Beauty Therapy
School Leaving Certificate - undefined
Convent of the Sacred Heart
Skills
Operations Management
Problem Resolution
Personnel Mentoring
Client-Focused Approach
Communication Skills
Customer Service Excellence
Quick Learner
Customer Satisfaction
Operations management
Problem-solving
Customer service
Performance monitoring
Staff management
Team leadership
Operational efficiency
Customer retention
Client relationships
Staff training
Customer relationship management
Customer relationship management (CRM)
Employee motivation
Staff development
Performance evaluations
Employee relations and conflict resolution
Goal setting
Workforce management
Schedule management
Management information systems
Retail operations management
Sales background
Customer relations specialist
Continuous improvements
Personal Information
Driving License: Category B
Contacts
+356 99223201, analiseloporto1@gmail.com, No 12, Aquamarine Residence, Triq it-Tamar, Qawra, Malta
Timeline
Operations Manager
Marion Mizzi Wellbeing
04.2024 - Current
Spa Manager
Marion Mizzi Wellbeing
06.2017 - 03.2024
Sales/Reservations Manager
Inlingua Malta
08.2012 - 05.2017
Spa Manager
Marion Mizzi Wellbeing
04.2000 - 07.2012
Spa Therapist
Marion Mizzi Wellbeing
04.1999 - 05.2000
Diploma - Digital Marketing
ICE Malta
Higher National Diploma - undefined
INFA School Of Beauty Therapy
School Leaving Certificate - undefined
Convent of the Sacred Heart
Diploma - Introduction to iGaming
iGaming Academy