Summary
Overview
Work History
Education
Skills
Timeline
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Anthony Naef

MESA

Summary

Dynamic Front Desk Manager at Sonoran Serenity Spa, skilled in conflict management and customer service. Relied on passion for detail to successfully reshaped guest loyalty programs and enhanced staff training, resulting in improved guest satisfaction. Proficient in reservations management and scheduling, fostering a welcoming environment that promotes client retention and loyalty.

Overview

19
19
years of professional experience

Work History

Front Desk Manager

Sonoran Serenity Spa & Holistic Wellness Center
06.2022 - Current
  • Interviewing, hiring, and on-boarding new front desk staff.
  • Reshaping and implementing of policies pertaining to guest loyalty programs and staff/guest safety and comfort.
  • Purchasing of spa resources.
  • Deescalating misunderstandings or disputes between clients and the business to maintain strong loyalty base.
  • Plotting monthly desk staff schedule.
  • Upkeep and maintenance of common staff areas.
  • Managing responsibilities of previous two roles (cited below) while transitioning into and maintaining the duties of current position.

Full-Time Front Desk Specialist

Sonoran Serenity Spa & Holistic Wellness Center
06.2020 - 06.2022
  • Training new staff on procedures, policies, and monthly promotions/expanding menu.
  • Aiding in new hire (front and back of house) orientation.
  • Coaching new hires in adapting to spa and wellness environment.
  • Developing training aids for new staff.
  • Streamlining communication and ease of access to information for guests navigating spa website.
  • Adapting digital resources for expanding guest memberships and new monthly promotions.
  • Maintaining and tracking of memberships and monthly dues.
  • Communicating additional context between guests and staff resulting in better overall guest experience and loyalty.
  • Enforcing and developing safety protocols during pandemic.
  • Functioning as liaison between spa and vendors.
  • Maintaining inventory, restocking and ordering of retail product and spa resources.

Part-Time Front Desk Specialist

Sonoran Serenity Spa & Holistic Wellness Center
02.2019 - 06.2020
  • Greeting and checking in guests while cultivating a friendly calming atmosphere.
  • Answering phones, replying to emails, and confirming receipt of guests' digital paper work.
  • Scheduling appointments based on guest's needs and spa staff's skill sets while adhering to scheduling/fair guest distribution standards.
  • Learning software for accepting various methods of payment within same transactions.
  • Becoming fluent in spa policies and software resources.
  • Handling of guest information and staff communication.
  • Commission-based sales pertaining to retail product and guest memberships.
  • On-site laundry, sanitation of treatment tools, and general upkeep of front desk and public areas.
  • Tracking retail and spa resources for restocking, and accepting deliveries.

Barista and Shift Supervisor

Barnes & Noble
02.2006 - 08.2018
  • Maintained a clean and organized workspace for optimal productivity and safety.
  • Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
  • Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
  • Contributed to a positive team environment through effective communication and collaboration with colleagues.
  • Controlled line and crowd with quick, efficient service.

Education

General, Mixed Media

New School For The Arts
Tempe, AZ
01-2003

Skills

  • Customer service
  • Problem-solving
  • Conflict management
  • Oral and written communications
  • Shift scheduling
  • Conflict and issue documentation
  • Multi-line phone systems
  • Reservations management
  • Payment processing
  • Word processing
  • Verbal and written communication
  • Organization and recordkeeping

Timeline

Front Desk Manager

Sonoran Serenity Spa & Holistic Wellness Center
06.2022 - Current

Full-Time Front Desk Specialist

Sonoran Serenity Spa & Holistic Wellness Center
06.2020 - 06.2022

Part-Time Front Desk Specialist

Sonoran Serenity Spa & Holistic Wellness Center
02.2019 - 06.2020

Barista and Shift Supervisor

Barnes & Noble
02.2006 - 08.2018

General, Mixed Media

New School For The Arts

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Anthony Naef