Zdenka Olic, Senior Operations Leader in Hospitality

Solutions driven leader with proven results in the Spa/Wellness industry

Guide leadership teams with developing strategies and tactics to ensure impeccable guest and technical experiences are being delivered throughout while increasing guest and associate retention. Natural ability to set clear goals by thoroughly understanding business performance per unit , develop and implement strategies to affect positive change. Closely manage the performance and professional development to build a strong pipeline of succession talent while minimizing turnover. Develop local/corporate marketing initiatives to increase average ticket sales through efforts to increase service sales, retail sales, promotion and gift certificate sales. Proven track record of exceeding budgeted sales plans while controlling payroll and expenses resulting in profitability with strict adherence to managing P&L statements for all respective units . Ensure facilities are maintained to brand standard. Operations lead for new unit openings . Built solid working relationships with associates, guests, corporate partners, collaborate, exchange ideas and information to ensure that we are operating most effectively. Actively participate on special projects teams to enhance business processes and performance across the organization. Proven track record of building and maintaining positive, productive working relationships resulting in professional growth and advancement for many associates/teams within the organization. Proven experience with recruiting productive team members within the beauty industry. 12+ years of management experience in a multi unit high volume retail , salon, and spa environment.

Direct and manage day- to -day operations to ensure impeccable guest service is being delivered, sales goals, business objectives and overall spa/salon profitability is achieved throughout the regional units. Responsible for creating and executing strategic business plans and for coaching general management teams to be most successful. Duties include performance management, recruitment , training, scheduling, talent development, turnover reduction and various back of house administrative activities. Identify and execute marketing initiatives along with effective advertising techniques to grow sales and foot traffic within respective units . Assist in new spa openings within organization. Design & organize systems for reward and recognition to motivate and incent high performance, Maintain effective working relationships within the operations/region providing periodic visibility and broad communications . Retail and product knowledge with experience in developing promotional strategies.

Direct and manage day-to-day operations to successfully achieve sales goals, objectives along with overall salon/spa profitability. Responsible for creating and executing strategic business plans of major growth potential. Monitor & control payroll and operating expenses to successfully achieve profitability. Review financial data, prepare management reports . Assess the market for qualified technical and management candidates . Maintain a positive employee relations climate, Encourage cooperation and teamwork within the spa. Possess a professional image of luxury and highest level of standards.

Assisted General Manager in overseeing day- to -day activities of the salon & spa to ensure operations run smoothly and efficiently. Performed functions associated with payroll, benefits, scheduling, recruitment, and administrative functions inclusive of cash reconciliation, banking and inventory controls. Ensured all associates were provided the highest level of guest service in strict accordance to service standards. Assisted in coordinating promotional events , technical and product training sessions. Oversee salon standards. Develop and motivate staff , maintain cooperation/teamwork within the department, delegate tasks productively. Recruit, train and develop qualified employees to staff positions within the salon/spa. Assist in reviewing and preparing weekly work schedules, approving service schedule changes and requests for time off to ensure adequate coverage.