Georgina Jeanique Ceffué Mirza

• Conducted regular performance evaluations for staff members, providing constructive feedback for continuous improvement in job performance.
• Oversee daily operations of the spa, ensuring a high standard of customer service and satisfaction.
• Develop and implement spa treatment protocols and service offerings, ensuring they align with the industry standards and customer preferences.
• Trained and mentored new team members, fostering a positive work environment that supported employee growth.
• Managed staff scheduling effectively, ensuring adequate coverage during peak hours for optimal guest experience.
• Maximized profitability with prudent budget management, monitoring expenses closely while identifying cost-saving opportunities where possible.
• Increased spa revenue by developing and promoting special spa packages and seasonal offers.

• Provide a range of therapeutic massages, beauty treatments, including facials cleansing to spa guests based on their needs and preferences.
• Schedule Guest appointments.
• Creating SOP's for each spa treatments.
• Managed stock levels to maximise sales opportunities.
• Assigned training exercises and skill assessments to newly hired employees.
• Analysed training needs to determine learning styles and skills shortages.
• Planned training schedules, prepared materials and booked necessary rooms and facilities.
• Monitored employee progress, offering feedback to management on additional training requirements.
• Resolved complaints to achieve full customer satisfaction.

In charge of making reservations for existing guest by email or phone booking :

• Contact the hotel to check for the availability of rooms by phone or email.
• Be in charge of the “upgrade verified” for the email booking
• Contact partner cruise lines to check for the availability of cabins.
• Create a database per destination.
• Find the rate available to manage the transfers (including distance between airport/train station to the
• hotel), and car rental,
• Provide recommendations for restaurants, activities…
• Create tourist tour,
• Find suitable activities within the city to the occasion (honeymoon, anniversary, business…)
• Be aware of special events (theatre show, musical show, concert, fashion show calendar)
• Advise the clients on the activities within the hotel.

Air France and KLM's Platinum Service Agent

• Planned and coordinated any travel arrangements for most loyal and important individuals, ensuring that the clients' requirements we're always fully met
• Provided great customer service, served as the first point of contact between the company and potential/existing clients, and resolved any problematic issues.

Flying Blue Customer Advisor Level 1

• Ticketing (sales and after sales service)