Jocelyn E. Duat

Address: # 43 B2 L9 Congress Village, Road 33, Brgy 173, Bagumbong Caloocan City, 1400 Metro Manila, Philippines

Phone: +639953073602

Email: [email protected]/[email protected]

PROFESSIONAL PROFILE

·         Talented client service specialist with +15 years’ experience in hotel and spa industry.

·         Effective at multi-tasking and maintaining friendly attitude under pressure

·         Efficiently builds loyalty and long term professional relationships with customers and associates.

·         A graduate of Physical Therapy and a licensed massage therapist in the Philippines.

·         Trained Spa therapists In Lima, Peru with Asian technique of massage and beauty treatments from October 2008 to March 2009

·         Certified client service provider of beauty (which includes Thalgo, Beaubelle, Comfort Zone, and Elemis) and massage treatments.

CORE COMPETENCIES

·         Operation Management

·         Financial Control

·         Auditing/Quality Assurance

·         Staff Recruiting/Training

·         SOP Development

·         Exceptional Customer- Service Skills

·         Complaint/Issue Resolution

·         Calm and Decisive Under Pressure

·         Supportive Team Player and Leader

WORK EXPERIENCE

Massage Therapist/Senior Therapist,

Narcissus Hotel and Spa,

P.O. Box 75, Riyadh 11351 KSA

March 2017 to February 2019

·         Acted as OIC of Female Spa from November 2017 to February 2018, directly deals with guest complaint, acted as guest service coordinator assisting the guest upon arrival and exit from Spa premise

·         Conducts spa training for new staff, regular assessment and re-training of current spa employees

·         Conducts receptionist tasks as required such as answering or referring inquiries and booking of appointments, cashiering, Micros transactions and upselling retail products.

·         Reports to the Spa Manager and Spa Concessionaire Proprietor

·         Coordinate with the Guest Reservation Manager with regards to complain and feedback of Spa guests

·         Admin works which includes inventory, documentation and encoding variety of summary reports

·         Uses Thalgo, Charme de orient products for massage treatments and upsell retails to guests

·         Ensures a regular check of spa areas and hotel standards are followed

·         Educates guests as to benefits and frequency of treatments and uses of spa facilities

Branch Head,

The Spa 1996 Wellness Inc.

Bagumbayan, Quezon City, Philippines

February to November 2016

·         Ensures core values, code of ethics and operational policies of the company are adhered to strictly in pursuit of business growth

·         Maintains, updates and records data accurately on a regular basis

·         Plans and monitors daily activity of Receptionist

·         Overseeing department operation

·         Customer service and sales

·         Ensures proper and timely actions taken against complaints, membership issues and departmental concerns

·         Assists HR in recruitment and training of new employees

·         Provides feedback for confirmation and promotions of FOs, therapists and HK staff

Spa Administrator,

South American Entertainment Corporation (Thunderbird Resorts Philippines)

August 21, 2008 to December 6, 2014

·         Leads, motivates and trains staff members

·         Assists in selecting and interviewing new staff

·         Developed protocols for spa operations and treatments

·         Overseeing department operation

·         Customer service and sales

·         Encoding, compiling and maintaining non-monetary reports and records

·         Performance appraisal and quality control monitoring

·         Assist in planning and implementing advertising campaigns and branding strategies

·         As Head of Department, acted as Hotel Manager on Duty at least twice a month

Operations Manager, Spa 6750 (Las Mujeres Liberadas Inc., Philippines)

August 2006 to August 2008

·         Greeted and managed guests’ experience from entrance to exit of Spa

·         Implemented excellent customer service to ensure client satisfaction

·         Staff performance appraisal

·         Assists in reception tasks which includes accepting client appointments with a focus on upselling additional services to meet their needs

·         Effectively resolved customer complaints

·         Hiring, training and overseeing staff and departmental operation

·         Customer service and sales

·         Organizing and conducting departmental meetings

·         Encoding, compiling and maintaining non-monetary reports and records

·         Cash handling and total sales reconciliation

Spa Training Consultant, SPAWORLD (A Division CSP Corporation) Makati City, Metro Manila, Philippines

August 2005 to August 2006

·         Created manual of variety massage therapies including documentation thru video recording

·         Massage and beauty therapies training

·         Customer service and sales

·         Quality control monitoring thru regular assessment

·         Conduct re-training program or refresher course as needed

·         Trained beauty treatments such Facial and Body Spa Services using variety of branded products such as Beaubelle, Comfort zone, Decleor, etc.

Spa Supervisor, Fitness First Philippines Inc.

(Massage Therapy Concessionaire at Mandarin Oriental Manila Hotel, Philippines) June 6 2001 to September 15, 2004

·         Trained by international Spa trainers to render variety of beauty treatments including retail selling with products such as Ytsara, Thalgo and Decleor.

·         Cooperates in the achievement of monthly target thru upselling both retail and spa membership, follow up appointments of regular guests and members, and participation in the outreach programs

·         Administrative works such as encoding, compiling and maintain non-monetary reports

·         Feedbacks to Spa Manager about Staff performances

·         Monthly roster plotting

·         Cash handling and total sales reconciliation

·         Monitoring and controlling of spa products usage

·         As back up and preferred therapist to VIP and selected regular guests

·         Renders variety of massage services both in the hotel room and spa rooms which include Swedish, Remedial, Shiatsu, Thai, Signature treatment and Foot Reflexology

·         Performs spa packages and ala cart beauty treatments such as facials, body wraps, body scrubs and foot spa.

·         Educates guests as to benefits and frequency of treatments and spa programs

·         Assists in maintaining the cleanliness and orderliness of spa facilities.

Massage Therapist

RA KENDRA Center for Holistic Wellness and Studies

(Massage Therapy Concessionaire at EDSA Shangri-la Hotel,

Mandaluyong City, Philippines)

July 1999 to May 2001

·         Provide massage services both at the Health club and hotel room

·         Renders alternative therapies like hot sit bath, hot oil rub, Thai massage

·         Assist Recreation staff in checking in and checking out of guests

Volunteer Physical Therapist

Healthlink Physical Therapy Center

Bagumbong Caloocan City, Philippines)

October 1997 to June 1999

·         Provides community based and home service rehabilitation.

·         Participates in various reach out program by the government such as free Medical checkup and rehabilitation services.

·         Renders physical treatment to clinic patient as per doctor and Head PT instruction.

·         Assist PT interns in treating patients, provides feedback to Head PT regarding interns performance.

·         Used the following modalities in treating patients: HMP, TENS/ES, Paraffin wax bath, Traction machine,  Ultrasound

EDUCATION

Bachelor of Science in Physical Therapy- March 1997

Our Lady of Fatima University, Valenzuela Metro Manila, Philippines

CERTIFICATION

1.   Licensed Massage Therapist issued by Department of Health, Philippines with license number 06-07-3123.

2.   Elemis Certificate (Face and Body Treatment) Aug 2015

3.   Massage Therapy for Common Ailments January 2015

4.   Massage and Beauty Training (480 hours) – Oriental Spa June to July 2001

5.   Filipino Shiatsu (February 2011)

6.   Triple B (Building Better Business) March 2019