Lala Nuruyeva
Baku
Summary
Service-oriented Spa Manager committed to building engaged team and superior guest relations for maximum return on investment. Understands spa operations thoroughly and troubleshoots and resolves technical and personal issues resourcefully. Trains team members to put customers first and empowers staff members to take creative and independent action.
Overview
17
17
years of professional experience
Work History
Assistant Spa Manager
Hilton Baku
12.2022 - Current
- Maximized efficiency through time management and staff supervision to boost productivity.
- Greeted spa guests warmly to create positive first impression of establishment.
- Led spa tours for new members to familiarize guests with services provided.
- Maintained front desk workstation by keeping it clean and organized.
- Recorded product sales into spa's weekly income report.
- Worked with suppliers to identify cost savings opportunities.
SPA IN Charge
Hilton Baku
05.2021 - Current
- Completed audit papers by thoroughly documenting audit tests and findings.
- Prepared working papers, reports and supporting documentation for audit findings.
- Identified control gaps in processes, procedures and systems through in-depth research and assessment and suggested methods for improvement.
- Identified management control weaknesses and provided value added suggestions for remediation.
- Developed and implemented corrective actions to bring business areas in line with standards.
- Consulted clients on internal control systems development and audit program improvements.
Spa Supervisor
Hilton Baku
05.2021 - 12.2022
- Greeted spa guests warmly to create positive first impression of establishment.
- Managed activities related to staff training, treatment procedures, inventory management and marketing.
- Led spa tours for new members to familiarize guests with services provided.
- Oversaw upkeep of entire facility and notified maintenance for service repairs.
- Maintained front desk workstation by keeping it clean and organized.
- Utilized promotions, print and digital marketing to attract new clients.
SPA Sale Executive
Hilton Baku
11.2019 - 05.2021
- Conducted regular meetings with team to discuss issues, concerns and updates.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Identified trends and assessed opportunities to improve processes and execution.
- Established and implemented departmental policies, goals and objectives.
- Interviewed, recruited and trained new onboarding candidates.
- Established clear and competitive goals, growth roadmaps, and strategic business plans.
Spa Receptionist
Hilton Baku
09.2019 - 11.2019
- Handled payments and processed credit card transactions.
- Escorted clients to spa areas, treatment rooms, and offices.
- Communicated with spa team members if clients canceled or changed appointment times.
- Developed relationships with guests to meet client needs and encourage repeat service.
- Consistently kept reception area clean and tidy and maintained presence at desk area.
- Trained new hires on new appointment scheduling, opening, closing duties, and generating and balancing daily revenue reports.
Guest Service Agent
Hilton Baku
02.2018 - 09.2019
- Collected room deposits, fees, and payments.
- Greeted guests upon arrival and offered assistance.
- Assisted guests with check-ins, account inquiries and any additional services needed.
- Maintained consistent positive customer feedback.
- Responded to incoming guests, telephone calls and email inquiries with efficiency and professionalism.
Switchboard Operator
Hilton Baku
10.2017 - 02.2018
- Connected callers with appropriate professional, department, or business.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Answered calls on 3 ring and engaged customers with friendly, professional demeanor.
- Documented messages and forwarded to correct individual.
- Announced important information and emergency notifications over PA system.
- Created and maintained company phone directory with current extensions and staff information.
Guest Service Agent
Ramada Hotel By Wyndham
10.2016 - 10.2017
- Collected room deposits, fees, and payments.
- Greeted guests upon arrival and offered assistance.
- Assisted guests with check-ins, account inquiries and any additional services needed.
- Maintained consistent positive customer feedback.
- Responded to incoming guests, telephone calls and email inquiries with efficiency and professionalism.
- Recommended hotel services or amenities that guest may find useful.
Interpreter Of The Court Sessions
Hilton Baku
09.2013 - 10.2016
- Utilized active listening skills and cultural sensitivity to convey accurate interpretations.
- Interpreted remotely through video conferencing or phone to facilitate communication between parties unable to meet in person.
- Communicated with clients to understand interpreting needs and provide best service possible.
- Used knowledge of accepted ethical guidelines to interpret confidential and sensitive information.
- Maintained message content, tone, and emotion as closely as possible.
- Provided oral interpretations for clients during special events, successfully maintaining pace with native speakers to deliver real-time comprehension.
Microsoft Office Trainer & English Tutor
"Octagon" Foreign Languages And Computer Course
11.2009 - 04.2012
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Analyzed team performance and identified opportunities for additional training.
- Monitored participant workflow and behaviors throughout training process.
- Delivered instructional presentations on equipment use, focusing on efficiency and safety.
- Developed effective training plans based on department needs and objectives.
Secretary
School-lyceum N-2
06.2008 - 10.2009
- Answered multi-line phone system and enthusiastically greeted callers.
- Scheduled appointments and conducted follow-up calls to clients.
- Maintained daily report documents, memos and invoices.
- Maintained office supplies inventory by checking stock and ordering new supplies.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Entered data into system and updated customer contacts with information to keep records current.
Guide,Designer
Azerbaijan State Agricultural Musem
04.2007 - 01.2008
- Built personal relationships with guests to promote positive experiences.
- Communicated professionally with customers, answering questions and addressing concerns to boost satisfaction.
- Adapted to unexpected schedule changes by being flexible and adjusting itineraries to keep tours moving smoothly.
- Answered questions, pointed out important features and offered further details about special exhibits to educate visitors.
- Continued learning and updating knowledge about tour areas, culture and history to provide accurate, timely and exciting information to tour groups.
- Managed tour groups by keeping on schedule and quickly handling issues to promote positive experiences.
- Maintained accurate records of tour members and managed customer paperwork for organizational maintenance.
Education
No Degree -
“GTC” , Human Resource Management
BakuHigh School Diploma -
Hilton University
Baku Skills
- Employee Coaching
- Budget Administration
- Schedule Coordination
- Assignment Delegation
- Customer Acquisition
- Payment Collection
- Staff Training
- Schedule Management
- Hiring Procedures
- Spa Operations
- Membership Promotion
- Performance Review
- Employee Supervision
- Decision-Making
Timeline
Assistant Spa Manager
Hilton Baku
12.2022 - Current
SPA IN Charge
Hilton Baku
05.2021 - Current
Spa Supervisor
Hilton Baku
05.2021 - 12.2022
SPA Sale Executive
Hilton Baku
11.2019 - 05.2021
Spa Receptionist
Hilton Baku
09.2019 - 11.2019
Guest Service Agent
Hilton Baku
02.2018 - 09.2019
Switchboard Operator
Hilton Baku
10.2017 - 02.2018
Guest Service Agent
Ramada Hotel By Wyndham
10.2016 - 10.2017
Interpreter Of The Court Sessions
Hilton Baku
09.2013 - 10.2016
Microsoft Office Trainer & English Tutor
"Octagon" Foreign Languages And Computer Course
11.2009 - 04.2012
Secretary
School-lyceum N-2
06.2008 - 10.2009
Guide,Designer
Azerbaijan State Agricultural Musem
04.2007 - 01.2008
No Degree -
“GTC” , Human Resource Management
High School Diploma -
Hilton University
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