Summary
Overview
Work History
Education
Skills
Accomplishments
References
Volunteer Experience
Related Work Skills
Timeline
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Jaidah Bailey

Jaidah Bailey

Sandys,Bermuda

Summary

Experienced spa manager with expertise in leading teams and enhancing operational efficiency. Proficient in crafting strategies that elevate customer satisfaction and drive revenue growth. Effective communicator with a strong focus on staff training, client relations, and adherence to standard compliance. Demonstrated success in improving guest experiences while maximizing profitability.

Overview

11
11
years of professional experience

Work History

Spa Manager

Spa Oasis
Pembroke, Bermuda
09.2024 - Current
  • Oversaw all administrative and managerial tasks, including hiring, training, scheduling, and payroll.
  • Evaluated employee performance on an ongoing basis; provided feedback to enhance productivity levels.
  • Managed daily spa operations, ensuring client satisfaction and resolving guest complaints.
  • Developed and implemented essential SOPs and training systems to enhance operational standards.
  • Coordinated inventory management and supply orders for spa products and equipment.
  • Developed seasonal and targeted promotions to drive brand exposure and generate revenue.
  • Led business expansion initiatives while maintaining spa facilities and resources effectively.

Front Desk Manager

Rosewood Bermuda
Hamilton Parish, Bermuda
01.2023 - 01.2024
  • Managed comprehensive administrative tasks including hiring, training, payroll processing, and audits.
  • Oversaw hotel operations daily, focusing on guest satisfaction and staff management.
  • Established SOPs and checklists to improve Front Office training and operations.
  • Championed LQA, Forbes and AES programs to meet service excellence criteria.
  • Conducted regular meetings for communication enhancement within the team.
  • Resolved guest complaints efficiently to uphold service quality.
  • Managed inventory controls and expense allocations to ensure budget adherence.
  • Developed upsell strategies as part of broader hotel management initiatives.
  • Maintained accurate records of reservations and guest information using hotel management systems.
  • Collaborated with other departments to ensure seamless service delivery across the hotel.

Assistant Front Office Manager

Rosewood Bermuda
Hamilton Parish, Bermuda
07.2021 - 01.2023
  • Ensured proper staff management at front desk, concierge desk, and lobby areas.
  • Oversaw the operation of hotel entrance, bell desk, shuttle buses, luggage area, and garage.
  • Collaborated with other departmental leaders to establish organizational goals, strategic plans, and objectives.
  • Promptly resolved guest complaints to uphold service excellence.
  • Facilitated daily team briefing sessions with front office staff to review business demands, occupancy status, arrivals and departures, special requests and VIP guests.
  • Confirmed compliance with Rosewood and LQA Standards among team members.
  • Handled room assignments while resolving conflicts according to availability.

Rosewood Hospitality Management Program

Rosewood Mansion on Turtle Creek
Dallas, USA
08.2019 - 06.2020
  • Contributed to Executive Meeting discussions, enhancing decision-making processes.
  • Executed essential SOPs and completed Hotel Management projects efficiently.
  • Participated in management training and shadowing experiences within multiple hotel departments.
  • Served as Front Desk Agent, delivering exemplary customer service at a five-star level.
  • Proposed innovative solutions to improve team productivity and results.
  • Addressed customer concerns effectively, promoting satisfaction through attentive service.
  • Facilitated excellent customer interactions both in-person and via phone communication.
  • Worked collaboratively with team members to fulfill project requirements and deadlines.

Summer Intern

Hamilton Princess & Beach Club
Hamilton, Bermuda
05.2018 - 08.2018
  • Designed dining menus and labels, improving food presentation.
  • Supported event organization at the hotel, facilitating successful catering services.
  • Generated purchase orders and managed monthly accruals for efficient budget tracking.
  • Handled incoming phone calls, addressing inquiries professionally.
  • Assisted in daily operations of luxury hotel services.
  • Collaborated with various departments to enhance overall guest experience.

Summer Intern

Bermuda Tourism Authority
Hamilton, Bermuda
06.2017 - 08.2017
  • Generated analytical reports from tourist survey data for strategic planning.
  • Facilitated communication with Bermuda businesses highlighted in global media.
  • Relieved receptionist duties by managing incoming calls and resolving inquiries.
  • Planned and executed events appealing to tourists and local residents alike.
  • Prepared formal correspondence for work permit holders effectively.
  • Attended client meetings, ensuring engaging entertainment and rapport building.

Dining Reservation Agent, Food & Beverage Department

Hamilton Princess & Beach Club
Hamilton, Bermuda
05.2015 - 12.2015
  • Managed customer inquiries and reservations through phone and online systems.
  • Processed and canceled guest in-room dining orders efficiently.
  • Developed diverse dining menus for hotel guests.
  • Managed reservations for three five-star restaurants to maximize occupancy.
  • Participated in food sampling to evaluate and promote new dishes.
  • Provided exceptional customer service to enhance guest satisfaction during interactions.
  • Utilized reservation software to input and track customer information effectively.

Education

Bachelor of Science - Hospitality Management

University Nevada Las Vegas (UNLV)
Las Vegas, NV
01.2019

Chiang Mai University
Chiang, Mai, Thailand
06.2017

The Berkeley Institute
Pembroke, Bermuda
01.2015

Diploma in Spa & Beauty Management - Spa & Wellness

Spa Education Academy
UK (online)

Skills

  • Luxury Hotel and Spa & Wellness Operations
  • Team Leadership & Staff Development
  • SOP Creation & Process Optimization
  • Budgeting, Forecasting & P&L Oversight
  • Guest Experience & VIP Service Management
  • Training Systems & Performance Coaching
  • Strategic Planning & Business Expansion
  • Conflict Resolution & Service Recovery
  • Spa Marketing & Retail Optimization
  • LQA, Forbes & Brand Standards Compliance
  • Cross-Departmental Collaboration
  • Project & Change Management
  • Customer Relationship Management

Accomplishments

• Rosewood Bermuda- Leadership Performance Award (Monthly Communications Meetings, 2023
• Rosewood Emerging Leaders Program- Graduate, 2023
• LinkedIn Courses (Transitioning from Manager to Leader, Critical Thinking for Effective Communication, Building a Coaching Culture: Improving Performance Through Timely Feedback), 2023
• Rosewood Bermuda- Leader of the Year Award, 2021-2022
• Harvard Management Program (Change Management, Customer Focus, Leading People, Process Improvement, Project Management, Stress Management), 2019-2020
• Bachelor of Science Degree, Hospitality Management, 2019
• Student of the Year Nominee- UNLV Mentoring Program, 2019
• UNLV Mentoring Program- Bellagio Hotel & Casino, 2018-2019
• Bermuda Government- Further Education Scholarship, 2018
• Green Family Scholarship, 2018
• UNLV Alliance of Professionals of African Heritage - Academic Award, 2017-2019
• National Engaged Leadership Award, 2017
• OIL Group Bermuda Scholarship, 2017
• UNLV Dean's List, 2016-2018
• Bermuda Workforce Development Scholarship, 2016-2019
• Bermuda Hospitality Institute Scholarship, 2016- 2018
• National Society of Collegiate Scholars, 2016-2019
• National Society of Leadership and Success, 2016-2019
• Bermuda Hospitality Institute - START Program -American Hotel & Lodging Association - Certified Guest Services Professional, 2014-2015

References

  • Mr. Vazeeq Madhar, Hotel Manager, Rosewood Bermuda, Hamilton Parish, Bermuda, (441) 298-4000, vazeeq.madhar@rosewoodhotels.com
  • Ms. Dieon Fowles, Talent and Culture Development Specialist, Rosewood Bermuda, Hamilton Parish, Bermuda, (441) 298-4000, dieon.fowles@rosewoodhotels.com
  • Mr. Menalick Felix, Operations Manager, Bermuda Air, St. Georges, Bermuda, (441) 519-3205, menalickg@gmail.com

Volunteer Experience

  • Reverchon Recreation Center, 2020
  • Reverchon Park Dallas Clean Up, 2020
  • Get Outdoors Nevada Clean Up, 2016
  • Boys and Girls Club Nevada, 2016
  • Keep Bermuda Beautiful (KBB) Clean Up, 2014
  • King Edward Memorial VII Hospital Volunteer, 2014
  • Bermuda Overseas Missions - Habitat for Humanity build in Kerala, India, 2013

Related Work Skills

  • CPR/ First Aid Certified
  • DaySmart Salon Management System
  • OPERA Property Management System
  • ALICE Concierge Software
  • Knowcross Hospitality Software
  • Microsoft Word, Microsoft Excel and PowerPoint
  • National Restaurant Association: ServSafe Certification

Timeline

Spa Manager

Spa Oasis
09.2024 - Current

Front Desk Manager

Rosewood Bermuda
01.2023 - 01.2024

Assistant Front Office Manager

Rosewood Bermuda
07.2021 - 01.2023

Rosewood Hospitality Management Program

Rosewood Mansion on Turtle Creek
08.2019 - 06.2020

Summer Intern

Hamilton Princess & Beach Club
05.2018 - 08.2018

Summer Intern

Bermuda Tourism Authority
06.2017 - 08.2017

Dining Reservation Agent, Food & Beverage Department

Hamilton Princess & Beach Club
05.2015 - 12.2015

Bachelor of Science - Hospitality Management

University Nevada Las Vegas (UNLV)

Chiang Mai University

The Berkeley Institute

Diploma in Spa & Beauty Management - Spa & Wellness

Spa Education Academy

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Jaidah Bailey