Surbhi Gaur
Dehradun
Summary
Experienced Spa Manager with a strong background in luxury hospitality, wellness, and guest relations. Proven success in driving a 20% increase in spa profits, winning the Global Spa Award for Most Luxurious Spa Treatment Combination (Hot-Stone 2023), and securing corporate partnerships to boost memberships. Skilled in managing operations, delivering exceptional guest experiences, and leading high-performing teams. Passionate about optimizing processes, developing innovative treatments, and fostering lasting client relationships while driving revenue growth through effective sales and marketing strategies.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Spa Manager
Grand Hyatt Mumbai & Residencies
05.2023 - Current
- Promotional Marketing: Utilized promotions and print marketing strategies to attract new guests by launching Foot Spa Packages and makeup services for corporate and wedding functions, resulting in increased guest engagement and revenue.
- Spa Operations & Team Management: Managed spa inventory and conducted internal financial audits. Led individual performance meetings to enhance team effectiveness and service delivery.
- Product & Service Innovation: Launched the In-House Signature Spa Therapy with the Bamboo Spa Treatment & Hot-Stone Combination, which won the Global Spa Award for "Most Luxurious Spa Treatment Combination" in 2023.
- SOP Implementation: Developed and implemented Spa Standard Operating Procedures (SOPs) in alignment with brand standards, earning appreciation from Asia Pacific Spa & Wellness Consultant.
- Team Training & Development: Conducted multiple training sessions each month, focusing on skill development, service quality, and professional growth.
Spa & Guest Relation Manager
The Westin Pushkar Resort & Spa
04.2022 - 04.2023
- Revenue Generation: Created a new revenue stream by negotiating and securing a salon service deal for the hotel, contributing to increased profitability.
- Guest Experience Enhancement: Introduced new fun activities, such as Archery, Target Shooting, Body Zorbing, and Paddle Boating, improving guest satisfaction and engagement.
- Promotions & Marketing: Implemented promotions and print marketing strategies to attract new guests, including Foot Spa Packages and makeup services for corporate and wedding events.
- Spa Operations & Inventory Management: Managed spa inventory and conducted regular financial audits. Enhanced team performance through individual meetings and regular feedback.
- Signature Service Launch: Developed and launched a new in-house spa therapy combining five massage techniques, contributing to increased bookings and positive guest feedback.
Guest Experience & Spa Manager
Della Adventure & Resorts Pvt. Ltd.
09.2020 - 03.2022
- Guest Experience Focus: Managed the complete guest experience lifecycle from pre-arrival to checkout, ensuring personalized services and high satisfaction levels.
- Operational Efficiency: Managed spa inventory, financial audits, and operational procedures, driving a 30% increase in overall profits.
- Promotions & Client Acquisition: Led print and digital marketing campaigns, including In-Room Spa letters and mall stalls, to increase spa clientele.
- Cross-Department Collaboration: Worked with housekeeping and maintenance teams to resolve guest issues promptly, ensuring high satisfaction and repeat business.
Spa Manager
Bengaluru Marriott Hotel Whitefield
12.2017 - 03.2022
- Spa Operations & SOPs: Managed spa inventory, maintained operational efficiency, and implemented key SOPs, including Guest Journey, Billing SOP, and Treatment SOP, improving service consistency.
- Team Performance & Profitability: Enhanced employee performance and operational processes, resulting in a 40% increase in overall spa profits.
- Guest Services & Marketing: Managed guest relations and upselling initiatives, including promotions and digital marketing strategies, to attract new clients and retain existing ones.
Spa Manager (Task Force)
R3 Naturals Pvt. Ltd. - Radisson Hotels
05.2017 - 12.2017
- Profit & Performance Growth: Enhanced operational efficiency and team performance, contributing to a 20% increase in spa profits.
- Task Force Manager: Managed operations at two different hotel locations—Radisson Hotel Kaushambi and Park Plaza Chandigarh—demonstrating flexibility and leadership in overseeing spa operations across multiple properties. Successfully executed transitions between the two hotels, ensuring consistency in service delivery and operational standards.
- Team Performance & Development: Improved team performance and guest satisfaction through comprehensive training programs, contributing to higher employee engagement and service quality.
Gym Manager
SportsFit by M.S. Dhoni
04.2016 - 04.2017
- Client Relationship: Built strong relationships with new and existing clients, improving client satisfaction and retention.
- Corporate Partnerships: Secured a corporate tie-up with nearby hotels, driving memberships from hotel staff and guests.
- Sales & Lead Generation: Generated and converted leads into memberships through direct outreach, networking, and sales initiatives.
- Problem Solving: Identified and resolved operational challenges, enhancing overall service quality and member experience.
Manager
Jawed Habib Salon
08.2013 - 03.2016
- Operations & Marketing: Managed salon operations, including inventory, staff schedules, and sales initiatives. Executed print and digital marketing strategies to increase foot traffic and client acquisition.
- Budget & Cost Control: Developed and controlled the annual budget, optimizing expenses while maintaining service quality and profitability.
- Client Retention: Built strong client relationships through exceptional service and personalized care, leading to increased repeat business.
- Promotions & Upselling: Developed promotional offers and upselling strategies, increasing revenue from both services and retail products.
Education
Bachelor of Commerce -
Jaipur National University
01.2023
Skills
- Guest Relations
- Team Leadership
- Operations
- Sales
- Marketing
- Spa Management
- Wellness
- Budgeting
- Training
- Revenue Growth
- Event Coordination
- Client Retention
- Branding
- Up-selling
- Staff Development
- Strategic Planning
Certification
- Diploma in Naturopathy and Yogic Science – The Ashtanga Institute of Yoga & Naturopathy (2024, Pursuing)
- 200 Hours Yoga Teacher Training Program – Bodsphere School of Yoga (2024)
- Diploma in Spa and Wellness Management – Indian Institute of Skill Development (2023)
- Diploma in Hotel Tourism Hospitality & Culinary Arts – Traverse Institute of Hospitality Management (2020)
Accomplishments
- Conducted a grooming session for Hotel Management students at PES University, Bengaluru, focusing on professional development and industry-specific skills.
Languages
English
Proficient
C2
Hindi
Proficient
C2
Timeline
Spa Manager
Grand Hyatt Mumbai & Residencies
05.2023 - Current
Spa & Guest Relation Manager
The Westin Pushkar Resort & Spa
04.2022 - 04.2023
Guest Experience & Spa Manager
Della Adventure & Resorts Pvt. Ltd.
09.2020 - 03.2022
Spa Manager
Bengaluru Marriott Hotel Whitefield
12.2017 - 03.2022
Spa Manager (Task Force)
R3 Naturals Pvt. Ltd. - Radisson Hotels
05.2017 - 12.2017
Gym Manager
SportsFit by M.S. Dhoni
04.2016 - 04.2017
Manager
Jawed Habib Salon
08.2013 - 03.2016
Bachelor of Commerce -
Jaipur National University
- Diploma in Naturopathy and Yogic Science – The Ashtanga Institute of Yoga & Naturopathy (2024, Pursuing)
- 200 Hours Yoga Teacher Training Program – Bodsphere School of Yoga (2024)
- Diploma in Spa and Wellness Management – Indian Institute of Skill Development (2023)
- Diploma in Hotel Tourism Hospitality & Culinary Arts – Traverse Institute of Hospitality Management (2020)
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