Natascha Froelich Email & Phone Number

Lanai City, HI, US

Lanai City, Hawaii, United States

Kapolei, Hawaii, United States

• Collaborated with a designated team prior to the resort’s opening in July 2016 to set up the 35,000+ sq. ft. multilevel spa, including delegating roles to a team of 40+ members.
• Lead and directly supervised a team of 10+ employees, monitoring the day-to-day activities from guest arrivals, departures, and ensuring positive overall experiences.
• Stepped in as the acting assistant manager/director when either or both were unavailable, liaising between upper management and the spa employees, and ensuring the continuation of spa functions.
• Partnered with external vendors to facilitate incentive groups and meetings that often exceeded 200 VIP attendees operated flawlessly and provided stellar guest experiences.
• Acted as the first point of contact with large incoming spa groups, informing attendees of services, deals, packages, and what to expect.
• Ensured all transactions were handled efficiently and safely, as well as kept records of all financial activity, logging and checking for accuracy on a daily basis.

Washington, District Of Columbia, United States

• Oversaw a team of over 20 members and directly managed the accounts of approximately 200 monthly Spa/Fitness center memberships, ensuring accounts were active and operational.
• Resolved issues with user accounts, including payment processing and late payments, account terminations, and new accounts.
• Demonstrated spa and product expertise by exceeding revenue goals in excess of 5% on a regular basis and increasing yearly revenue.
• Was chosen to jump start and work with a task force on Lanai, Hawaii, to open the newly renovated Four Seasons Resort Lanai, which included bringing it to full operational capacity.

Washington, District Of Columbia, United States

• Organized and facilitated the day-to-day operations of the M29 Lifestyle brand.
• Orchestrated the start of the M29 Lifestyle brand, working with the concept from conception and seeing it through to completion, repurposing the brand space and leasing it to a high-end art gallery.
• Gathered and analyzed data on consumer buying patterns to drive merchandise decisions and consumer engagement and revenue increases.
• Decided the monthly budgets and sales goals, keeping in mind inventory levels, operating costs, sales season (holiday shopping season, summer, etc.) and brand deals.
• Spearheaded the training of new employees and held professional development workshops for existing employees.
• Collaborated with the retail manager to log and report financial transactions and sales quotas.

Washington, District Of Columbia, United States

• Ensured that customers were tended to in a timely manner and were informed on spa services, deals, and packages.
• Optimized reservations, changes to appointments, and cancelations for spa treatments for individuals as well as business groups of up to 60 guests.
• Promoted spa treatments, retail merchandise, and upsold products on a regular basis, increasing revenue and creating loyal returning customers.
• Navigated negotiations and maintained positive business relationships with vendors, overseeing the orders of retail merchandise, spa supplies, and locker room essentials on a monthly basis.

Washington, District Of Columbia, United States

• Worked as a liaison between the front end customers and the Sales, Catering and Conference Services departments. After receiving inquiries, leads were handed over to the appropriate person/department for further action.
• Provided administrative support for 10 managers within Sales, Catering and Conference Services.
• Answered incoming calls for the Sales and Catering department. Completed lead forms for all inquiries and assisted guests with questions, changes and special requests.
• Assisted Director of Sales and Conference Service Managers on creative projects, proposals and special event invitations.

Washington, District Of Columbia, United States

• Created a warm and inviting experience for arriving guests while upholding the standards of a AAA 5 Diamond/Mobil 5 Star property.
• Up sold guests to increase the hotel's revenue. Consistently generated the highest amount of upsell revenue month-to-month.
• Resolved guest issues promptly and professionally.