Margaret Lora Email and Phone Number

Rapidly promoted through various operational leadership roles. Challenged to drive up revenue, improve operating performance, and enhance the luxury spa and hospitality brand experience at premier hotel properties. As National Director of Operations and Sales, report directly to COO with complete operational oversight for 21 Exhale Spa locations. Lead a 21-member team of directors and 1,500+ total employees. Select Accomplishments: ✔ Earned over 75 “Best of” Awards in Spa and Fitness under leadership✔ Partnered with Marketing Director to create and implement innovative, digital marketing and sales strategy to provide live streaming spa services and fitness classes during COVID-19 pandemic✔ Authored operating and sales re-open procedures for spa and fitness centers to comply with CDC guidelines and state mandates for COVID-19 pandemic; responsible for coordinating and leading all aspects of re-opening including staffing, facility preparation/state compliance, safety training, and guest re-engagement/sales✔ Coordinated post-acquisition brand integration of Hyatt Hotel and Exhale Spa, including payroll, HR, SOP, and corporate messaging✔ Redesigned procurement process to maximize human capital resources and lower cost of goods through vendor management and negotiation; reduced annual operating costs by 10%✔ Propelled 5 consecutive years of market-share growth ✔ Overhauled corporate training program by creating sales tool kits for managers, technicians, and front-line staff; launched creative upselling programs and incentives 👉 Incorporated eLearning for efficiency and cost control 👉 Rebranded existing outlets and created marketing plans which increased guest traffic 5% YoY 👉 8 - 10% increase in new spa guest retention YoY 👉 Boosted in-spa sales by 5%

Hired to conceptualize, build, and execute strategic business plan for a top-performing luxury spa launch in just 8 weeks. Recruited, hired, and trained staff of 25 employees. Accountable for oversight of operations, management, training, human resources, public relations, inventory management marketing, cost controls and customer service.Select Accomplishments: ✔ Developed marketing strategy campaigns and secured exclusive contracts with well-known global brands including TIME INC, Alliance Bernstein, Sony, and Bacardi USA✔ Leveraged relationships with neighboring vendors to launch grass roots cross-promotional incentives and drive hotel guests into the spa✔ Created first-of-its-kind spa membership loyalty program, increased brand recognition and exceeded monthly performance targets✔ Consistently surpassed industry standard results in retail and service sales percentages by negotiating with vendors and motivating employees to maintain a culture of excellence across all quality, performance, and member relations metrics

Oversee day to day operations including but not limited to managing, training and motivating team members, human resources, marketing, public relations, inventory management and retail merchandising, forecasting and stock management, cost controls and customer service.Select Accomplishments: ✔ Increased the amount of revenue generating space in the facility by 24% in the first year ✔ Recruited, hired and motivated a staff of 50, including key management✔ Launched effective seasonal marketing campaigns and in-store shopping events. Maintained a 25% retail sales vs. service sales ratio, surpassing industry standards✔ Co-coordinated a retail environment, which housed over 15 skincare and body lines

Helped launch salon/spa from inception including recruiting and interviewing 150 employees. Select Accomplishments: ✔ Assisted in developing the Avon Salon and Spa Treatment Menu for client distribution and website use✔ Collaborated with IT and the Avon accounting team to purchase and put into practice a POS and booking system.✔ Improved productivity by initiating and developing effective spa and salon training programs such as: 👉 The Customer Service 101 Program –a training created to enhance customer service and increase revenue 👉 The Welcome Program - an agenda created to train support staff in their appropriate areas of expertise