Lianne Lagha

With more than 19 years’ experience in the hair, beauty and spa industry with 14 years in spa management, operations management and director, I am adept in all spa related end to end competencies. With administrative oversight, business development and team leadership moreover while on the job experience has afforded me well rounded skill sets, including first rate customer service and time management abilities.

I have strong leadership and management skills, extensive expertise in customer satisfaction and employee performance management. Adept at applying problem solving skills with professionalism whilst in high pressure settings. Extremely focused on optimising productivity and profitability.

Key objectives are to utilize experience within the industry to progress the development of the business, with a background in setting company budgets, strategizing, P & L, combined with sales, marketing, training and the ongoing ultimate guest experience.

I am a highly motivated business professional with an eye for detail, a background in sales driven environments adept at achievement of financial and operational targets through effective organisational development and strategic planning.

I am actively seeking my next roll within the UAE where I can apply the very best of my skill set and contribute to your business development.

Motivated and results-driven professional with extensive experience directing and streamlining end-to-end aspects of spa operations.
Instrumental at setting, planning, and overseeing spa functions to achieve agreed goals in line with predetermined targets. Proven international business operator, successful in delivering exceptional services in multi industry, private spa’s, public sector, and retail industry. Proficient at utilising Microsoft Office suite. Skilled with designing and updating all relevant manuals, operating procedures and treatment designs for seamless activities. Talented with spa retail operation vendor selection aligning with organisation core values, setting and manage contract agreements. Expert at analysing finances and development of operational budgets for optimising productivity and profitability. Ability to maintain and audit daily reports and present to board of directors, such as revenue, expenses, forecasting, client retention, sales, targets, and marketing. Able to manage independently in fast-paced environment inspiring employee performance to improve sales and provide guidance for mentoring and coaching to ensure positive guest experience.
 • Spa Operations Management • Customer Care Excellence
• Strategic Planning & Execution
Areas of Expertise
• Team Leadership & Direction • Budgeting & Forecasting
• Process Improvement
• Recruitment & Training
• Sales & Marketing Strategy
• Product Selection & Purchasing

Spa Operations Manager, The Garden Spa Warrington, England, UK
 Led from pre-opening of spa all aspects of purchasing strategic procurement of spa product brands with connection to medical wellness. Sourced equipment, licencing permit, operations, implemented policy and procedures. Developed media and public relations campaigns. Designed and orchestrated successful grand opening event. Implemented medical, holistic and Cancer approved treatments protocols. Managed maintenance and repairs of all medical and spa equipment. Manage profit and loss, annual forecasting, budget and inventory control for spa and fitness. Conducted all performance reviews disciplinary's in line with HR policies. Ensured active flow of communication throughout spa with all employees allowing for strong motivation and inclusion ensuring outstanding customer service. Oversaw day-to-day activities of spa, including spa plant room and thermal spa. Encouraged and coached spa team members on spa services, etiquette, and procedures. Developed annual spa budget and actively engaged in weekly director operations meetings. Set targets, ensured efficiency of teams for achievement of desired outcomes. Deployed specific initiatives of planning, marketing, cost-control, staff training, employee relations, and guest satisfaction. Targeted local clientele by planning as well as conducting local marketing, PR, and promotional events.
Key accomplishments;
Designed and executed spa menu and bespoke treatments, including dementia friendly programme.
Verified safety of guests and employees by developing and implementing internal policies and procedures.
Identified and utilised opportunities to increase sales through partnership with marketing team.
Mentored 10+ members’ team of massage therapists, spa therapists, spa attendants, and reservations team for all recruitment, interviews, performance reviews, training, disciplinary and terminations.

Consultant Spa Manager, K-Candy Salon & Spa, England, UK 2013 – 2022
Enhanced awareness and expanded business to increase profitability through strategic planning, managing, and executing financial budgets, capital expenditure, and control operational expense. Steered end-to-end tasks, such as marketing, customer services, and financial management. Assisted company with implementation of marketing plans through account management and execution of unique operating procedures.
Key accomplishments;
Delivered exceptional services to clients for satisfaction and retention.
Hired and trained staff for operational excellence and process improvement.Directed various functions, covering schedule management, HR policies and procedures, employee recruitment and training, as well as talent management.
 

The Spa Manager, Double Tree by Hilton, Club & Spa Chester, Chester 2012 – 2013
Hired to lead well-known spa to next level after departure of long-tenured director. Provided excellent customer service by connecting with guests, club members, and staff. Developed spa business, including all marketing and sales activity. Built and maintained work environment to promote positive attitude, wellbeing, and pride for good morale reflective of organisation core values. Achieved financial targets for spa revenue generation. Analysed financial reports and presented forecasts for revenue, operating costs, and payroll. Enabled consistent brand identity represented in all marketing channels by structuring spa's marketing strategy. Verified fulfilment of customer needs in best possible way. Increased customer service scores for spa by YoY. Optimised service capacity and room utilisation by using strategies, variety of treatments to customers per staff and recruiting training and upskilling productive target achievers.
Key accomplishments;
Headed team of 24 therapists, team of three reservationists, and 12 receptionists.
Actively involved in securing 5K new clients to spa converting on ~70% returning clientele.
Increased spa revenue by 30% through effective service sales, marketing, and outstanding guest service.
Attained spa revenue targets by overseeing spa days, treatment, retail revenue, third party promotions, events, and meeting all agreed operational KPIs.
Supervised and increased utilisation of 12 treatment rooms, thermal spa with over six experiences, Rasul, indoor and outdoor pool, Watsu pool, nail suite, as well as dream wave room and sunroom.

Education & Qualifications
Business Management Level 4, Level 5 Diploma of Higher Education Degree Programme
University of Chester
Beauty Therapy NVQ Level’s 2 & 3
Accrington & Rossendale College
Performing Arts BTEC
Accrington & Rossendale College