Andrea Fontana Email & Phone Number

New York, New York, United States

Maintain high visibility in public areas while interacting with guests to build relationships and retain guest loyalty.Accountable for guest recognition and to ensure a seamless luxurious experience, with elevated service.Educate guests and locals on property programming and immersing them in The Ritz-Carlton culture.Develop and implement action plans to improve guest experiences.Supervise and manage front office functions and employees. Manage all day to day operations. Understand employee positions well enough to perform duties in their absence. Communicate daily with senior management regarding the previous day's guest disputes through conflict resolution; thus ensuring guest satisfaction.Prepping senior management and all staff regarding daily VIP arrivals and departures, ensuring guest recognition.

New York, New York, United States

Created and implemented luxury brand standard operating procedures (SOPs) that are executed daily by the whole spa team. Hired the opening team of 16 therapists and support personnel. Supported leadership of spa operations and budgets.Trained and directed team to deliver exceptional customer service.Managed spa sales, marketing strategy and payroll.

New York, New York, United States

Achieved the Aesthetic Sales Department’s highest conversion rate of 86.6% (210 sales personnel).Served as the authority on overcoming objections and improving closing techniques for 50 new sales consultants.Identified opportunities among departments, teams, and individuals to help maximize sales potential and achieve optimal client experience.Leveraged compelling interpersonal, communication and persuasive skills coupled with rapport building capabilities to achieve sales objectives.

New York, New York, United States

Managed daily spa operations including HR, auditing, resource sourcing, management and revenue tracking.Utilized prior experience to infuse leadership and establish consistent training and coaching for all 14 employees. Oversaw Covid-19 spa shutdown, including layoff of entire staff.

Portland, Oregon Area

Patient Management -Grew patient demand of the aesthetics department by 350% in 7 years through satisfied patient referrals, Google AdWords, employee events, marketing and portals -Maintained a customer retention rate of 67% for new patients; seeing 30+ repeat patients monthly resulting in a 6 week appointment window with a robust wait list -Generated over $75,000+ in new referrals to Oculoplastic Division for injectables & surgical procedures -Drove new business by partnering with Oculoplastics, Cornea, LASIK Eye Surgery, Marketing, IT, and Reception at OHSUFinancial Management -Increased profitability of the Oculofacial Plastics Center by 36% annually -Maintained product cost with top-tier sales incentives. Established industry inventory protocols and standards -Sourced 1 product vendor & maintained 3 existing vendor relationships, increasing product sales by 160% in 7 years -Managed product inventory across 4 vendors, 60 SKUs, & 600 units Medical Operations -Trained 11 staff members on products, bus dev, & services to increase customer satisfaction and profitability -Maintained provider notes for 500+ patient medical charts in Epic each year, compliant w/ HIPAA rules & regulations -Networked with similar practices to exchange new ideas for improved services -Managed materials & safe disposal of micro-needling supplies, maintaining OSHA health & safety standardsAesthetics Services -Counseled patients & diagnosed skin types to determine a facial protocol to achieve patient goals -Provided medspa aesthetic services, which included facials, chemical peels, micro-needling, laser treatments, lymphatic drainage massage & makeup -Performed Iridex DioLite 532 laser treatments & assisted with the Lumenis Ultrapulse CO2 laser -Developed pre- & post-operative protocols resulting in the education of 18+ patients a month to increase patient satisfaction & achieve lasting surgical outcomes -Personalized home care routines for all patient needs; surgical and non-surgical

Lake Oswego, Oregon

Managed the Aesthetic Department of the practice while performing medspa services within a plastic surgeon's office.

Redwood Shores, Ca

Coordinated and analyzed various tasks for the marketing team for the Oracle OpenWorld Conference.

Bachelor Of Science (Bs), International Finance

Activities and Societies: Delta Zeta Sorority

Aesthetics License, Aesthetician/Esthetician And Skin Care Specialist

Activities and Societies: The International Dermal Institute