Summary
Overview
Work History
Education
Skills
Languages
Personal Information
Accomplishments
Timeline
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Maria Carmela Angela Laserna Ng

Maria Carmela Angela Laserna Ng

Summary

Seasoned spa manager with background in leading high-performing teams and optimizing operational workflows. Skilled in developing and implementing strategies to enhance customer satisfaction, streamline service offerings, and increase revenue. Strong communicator adept at training staff, managing client relations, and maintaining strict health and wellness standards. Proven track record of improving guest experiences while boosting spa efficiency and profitability. Seasoned Spa Manager with diverse background in spa operations and management. Possess deep knowledge of spa services, client relations, facility management, and staff supervision. Skilled in developing and implementing marketing strategies, improving guest satisfaction, and driving revenue growth. Previous work has consistently led to improved operational efficiency and increased customer retention rates.

Overview

13
13
years of professional experience

Work History

Recreation & Spa Manager

Hong Kong Ocean Park Marriott Hotel
01.2024 - Current
  • Comprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management of department.
  • Manages supplies and equipment inventories within budget.
  • Maintains cleanliness of Spa, Kids Corner, Fitness Center and Pool.
  • Understands the impact of department’s operations on the overall property financial goals and objectives and managing to achieve or exceed budgeted goals.
  • Design and execute recreation and wellness activities for hotel guests.
  • Ensure sufficient supplies are readily available to support mission requirements.
  • Implement procedures to ensure a secure and safe operation of assigned facility.
  • Work close with Outsourced lifeguards and ensure to maintain standard.
  • Lead and manage a team of spa staff, providing guidance, support, and training as needed and work closely with our franchiser (THE SPA by HARNN).
  • Develop and implement strategies to increase spa revenue and reach sales targets.
  • Monitor and control expenses to ensure profitability.
  • Ensure compliance with all health and safety regulations and maintain a clean and safe spa environment.
  • Stay updated on industry trends and make recommendations for improvements and enhancements to the spa.
  • Handle guest inquiries, complaints, and feedback in a professional and timely manner.
  • Conduct regular performance evaluations for recreation & spa associates and provide coaching and feedback for improvement.
  • Create and manage the spa’s budget, including forecasting and tracking expenses.

Spa & Wellness Manager

THIA Wellness & HKGTA
12.2018 - 01.2024
  • Set up new concept Wellness (spa, wellness classes & gym).
  • Manage all operations of spa, wellness & fitness classes and gym.
  • Supervise the facility maintenance and ensure safety.
  • Responsible for In-house training for the therapists to maintain standard.
  • Ensure wellness retreats, fitness and spa programmes are up to trend.
  • Create promotion ideas and work closely with marketing team and academy experience team for upselling to our patrons.
  • Created and ensure the Wellness and Spa’s SOP as HKGTA wellness department as it’s newly established.
  • Comprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management of department.
  • Manages supplies and equipment inventories within budget.
  • Lead the entire wellness team and ensure to deliver the patrons standards with a positive VOC.
  • Working with vendors to supply products and equipment for spa services and amenities.
  • In addition, Cathay Pacific VIP Lounge – responsible for recruiting and team development.
  • Create treatment protocols for HKGTA, Urban & CX.

Assistant Spa Manager

The Murray
11.2017 - 02.2018
  • Manage spa front desk operation which includes but not limited to, staff scheduling, training, inventory, created SOP.
  • A point of contact in the absence of Nutrition and Wellness Director.
  • Perform openings and or closing procedures as necessary.
  • Assist to create spa treatments and SOPs with FORBES standards.
  • Assist with Spa and Wellness procurement.
  • Assist with administration duties such as payroll, scheduling, forecasting, stock taking and orders.
  • Ensure all certificates/licenses/equipment are maintained.
  • Administer and maintain the Spa and Wellness training manual.
  • Comply with all standard operating procedures and policies of Wellness at The Murray.
  • Standardize the Wellness guest journey.
  • Responsible for hiring of therapists, spa concierge and life guards.
  • Perform all other related duties assigned by the Management.
  • Ensure Guest, team and personal health and safety is maintained at all times, reporting any concerns in a timely manner.
  • Reason for leaving is due to pregnancy and needed bed rest as recommended by doctor.

Assistant Spa Manager

The Royal Garden
09.2016 - 11.2017
  • Manage overall operations of the spa, fitness and pool.
  • Manage and carry out procedures, have current knowledge of treatments, and ensure all treatments comply with current legislation and hotel standards.
  • Ensure guest experience is proficient including bookings, payments, and consultation cards.
  • Managing spa and health club team members to ensure high motivation, provision of high-quality service and ongoing development.
  • Drive team to meet and exceed agreed revenue targets through a creative approach to delivering alternative programs to core fitness-based schemes and spa memberships.
  • Meeting department budget and be accountable for maintaining and operating within financial targets as well as net movement.
  • Manage customer feedback effectively to ensure continuous service and program improvement.
  • Instill brand values and standards to maintain quality on a daily basis.
  • Respond to audits to ensure continual improvement is achieved.
  • Maintain awareness of department security related to cash, stock and equipment and ensure all department procedures are followed.
  • Responsible for In-house training for the therapists.

Spa Manager

Thaang Spa
04.2016 - 09.2016
  • Set up Thaang Spa from the basic to a Kwun Tong’s High End Day spa.
  • Responsible for Daily Spa Operations.
  • Deal with all membership enquiries, membership sales and renewals in line with prearranged targets and administer bookings and payments where necessary.
  • Analyze monthly KPIs to create work schedules to ensure business targets and sales are being met.
  • Achieve financial objectives by monitoring weekly membership, day visitors and beauty treatment bookings, reports and monthly and annual budget; analyzing variances, and maximizing results in the area of sales and operations.
  • Liaise with the Sales and Marketing Manager to develop marketing strategy and ensure a consistent image is being portrayed.
  • Maintain and update all necessary internal and external signage and promotional literature.
  • Create ongoing promotions and activities to stimulate sales, staff and customers.
  • Ensure that a pricing policy is in place in order to meet gross profit targets.
  • Arrange trainings for all staff.
  • In charge of hiring.
  • Prepare payroll and Human Resources admin including contracts and addendums.

Sales and Marketing Manager

Tunewear
04.2015 - 04.2016
  • To explore new accounts and achieve assigned sales targets (Local & Overseas).
  • Prepare quotation, technical proposal, pre & after sales service to customer.
  • Follow up the sales and respond to client's & consultant's inquire.
  • Assists in the procurement of product samples and related enquiry.
  • Organize the exhibitions and attend the trade fair.
  • Expedites customers’ orders and assists in maintaining on time deliveries of orders by working closely with production, quality and shipping personnel.
  • Helps coordinates additional resources as required (Technical, Product and Sales Management etc.).
  • Maximizes customer satisfaction in an effort to grow sales revenue.
  • Assists in identification and resolution of quality discrepancies while maintaining a close relationship with customers and representatives.

Spa Manager

Skin Haven
06.2014 - 03.2015
  • Company Overview: (Fiji Island)
  • Maintain complete knowledge of: Hours of operation and activities.
  • All spa services and products.
  • Ensure the smooth daily operations of the Spa.
  • Booking appointments.
  • Inventory of professional products.
  • Cleanliness of all areas.
  • Payroll.
  • Roster.
  • Retail.
  • Guest satisfaction.
  • Staffing.
  • Hiring staff from overseas.
  • Motivation of staff to perform at their highest abilities.
  • Performance Evaluation and Disciplinary procedures.
  • Budget.
  • Forecasting.
  • Maintain guidelines of budget.
  • Marketing.
  • Maintain the Spa standards with all staff.
  • (Fiji Island)

Spa Associates (Concierge)

Bliss W Hong Kong
12.2011 - 06.2014
  • Follow the Bliss operating procedures are adhered to and provide feedback to the Team Leader in order to fine tune the standards where applicable.
  • To promote and sell all aspects of the Bliss Fit and Wet Memberships, Gift cards sales, merchandising and retail branded lines, personal training etc.
  • Achieve the daily targets for retail product sales and discuss with the Team Leader on a daily / weekly basis.
  • Achieve the daily and monthly targets for treatment services and discuss with the Team Leader on a daily / weekly basis.
  • Assist with all ordering and stock taking procedures as the Purchasing HID.
  • Handle all telephone enquiries in a professional and courteous manner.
  • Joined “Starwood Career Program” for hotel and spa management knowledge.

Education

Instructor License - Zumba (B1 & R2)

Zumba Fitness
07-2023

Instructor Certificate - Pilates Matwork (Level 1)

International Personal Trainers & Fitness Academy
04-2023

Certificate of Competition - Myofascial Release Series - Level 1

Hong Kong Stretching Exercise Association
01-2023

Certificate - Physiotherapy Assistance Training Course

Hong Kong Society of Professional Medical Care
08-2009

Bachelor of Science - Hotel and Restaurant Management

Centro Escolar University
01.2006

Skills

  • Microsoft Office applications
  • Adobe Photoshop
  • B4T software
  • Opera browser
  • SpaSoft system
  • Performance evaluation
  • Aspen software
  • Sino platform
  • Budget management
  • Inventory control
  • Guest relations
  • Staff management

Languages

  • Cantonese
  • English
  • Mandarin
  • Tagalog

Personal Information

  • Available: 1 month
  • Expected salary: $31,000
  • Nationality: Chinese

Accomplishments

  • Certificate of Excellence

Timeline

Recreation & Spa Manager

Hong Kong Ocean Park Marriott Hotel
01.2024 - Current

Spa & Wellness Manager

THIA Wellness & HKGTA
12.2018 - 01.2024

Assistant Spa Manager

The Murray
11.2017 - 02.2018

Assistant Spa Manager

The Royal Garden
09.2016 - 11.2017

Spa Manager

Thaang Spa
04.2016 - 09.2016

Sales and Marketing Manager

Tunewear
04.2015 - 04.2016

Spa Manager

Skin Haven
06.2014 - 03.2015

Spa Associates (Concierge)

Bliss W Hong Kong
12.2011 - 06.2014

Instructor License - Zumba (B1 & R2)

Zumba Fitness

Instructor Certificate - Pilates Matwork (Level 1)

International Personal Trainers & Fitness Academy

Certificate of Competition - Myofascial Release Series - Level 1

Hong Kong Stretching Exercise Association

Certificate - Physiotherapy Assistance Training Course

Hong Kong Society of Professional Medical Care

Bachelor of Science - Hotel and Restaurant Management

Centro Escolar University

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Maria Carmela Angela Laserna Ng