Mladenka MESARIC
DUBAI
Summary
Experienced, dynamic and results-oriented leader with a focus on the luxury segment of the hospitality industry.
Revenue and service-driven, dedicated to the exceptional guest experience and profitable operation.
Overview
24
24
years of professional experience
Work History
DIRECTOR OF SPA
ESPA Naama Beach Villas & Spa
09.2023 - Current
- Managing all pre-opening operations including:
- Creating the critical path
- Manning guide and annual operations budget
- Selection and hiring of spa colleagues
- Marketing strategy
- Designing the ESPA spa service menu
- Retail selection and merchandising
- Creating training manuals and SOPs, Spa Software System selection and training
- Handle high priority clients while managing day-to-day activities of spa and wellness employees to maximize profits.
WELLNESS & SPA DIRECTOR
Steigenberger Hotel
06.2022 - 07.2023
- Accountable for all aspects of pre-opening and spa operation
- Overseeing the team of 20+ spa colleagues including hiring and performance management
- Committed to driving the guest experience and constantly raising the bar to exceed expectation
- Focus on standards and consistency through an extensive training program
- Annual budget and Marketing plan preparation and accountability
- Promoted a culture of exceptional customer service among the spa team members.
- Create seasonal,strategic and targeted offers to enhance locally visibility as well to generate revenue
SPA DIRECTOR
Kempinski Das Tirol
11.2020 - 03.2022
- Turned loss making spa centre into profitable wing within 6 months
- Increased membership sales by 30% within 6 months
- Amended membership model and introduced profit making window including: Kickboxing, Yoga weeks, Alternative Healing therapies, Pop-Up Nutrition coaching Sessions and Advanced Aesthetic Treatments
- Brought all standards and quality of service to the next level by introducing SOP's
- Led the team to achieve certain profit per month
- Organized special events aimed at attracting new clients and increasing brand visibility within the community.
- Utilized promotions, print and digital marketing to attract new clients.
- Collaborated with marketing team to create promotional materials for spa offerings.
- Coordinated staff schedules efficiently, ensuring appropriate coverage during peak hours while avoiding underutilization of personnel.
DIRECTOR OF SPA
Accor|Movenpick Bur Dubai & The Fairmont Ajman
01.2019 - 07.2020
- Created authentic opening and offerings which enabled the spa to be recognized and placed advantageously in the wellness community in Dubai
- Composed sustainable policies, procedures and protocols resulting in exceptional standards
- Successfully opened and managed the Willow Stream Spa
- Maximized efficiency through time management and staff supervision to boost productivity.
- Increased staff productivity through effective training and performance evaluations.
- Oversaw calendar to manage team schedule and keep shifts appropriately staffed.
- Identified areas of improvement in operations, leading to increased efficiency in daily tasks.
- Introduced wellness programs that boosted repeat business from loyal customers.
- Developed and implemented marketing and promotional strategies to increase awareness of spa and attract new customers.
- Trained and supervised spa staff on best practices, sales techniques and customer service.
SPA AND RECREATION DIRECTOR
Katara Beach Club by LivNordic
09.2016 - 01.2018
- Devised a pre-opening strategy for a 4500m2 luxurious spa and wellness facility with a multicultural team of 35 colleagues
- Created a fast-growing customer loyalty program with sustained high membership levels resulting in 15% growth within 6 months
- Planned and managed program budgets
- Marketed and promoted the spa and fitness programs, resulting in profitable outcomes and 20% more clients
- Developed and implemented marketing strategies to increase customer engagement and drive revenue.
- Influenced community well-being through the implementation of health and wellness initiatives, such as fitness classes, workshops, and educational programs.
CORPORATE SPA DIRECTOR
Losinj Hotel & Villas
01.2015 - 09.2016
- Responsible for 4 projects.
- Created and developed the Medical Wellness strategy project
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Implemented diversified service offerings with integration of recognizes spa brands and technologies
- Created an inclusive environment that welcomed individuals of all abilities by offering adaptive programming options when possible.
- Increased participation rates by implementing targeted marketing strategies for various age groups and interests.
- Organized Wellness Day as international event
- Responsible for budget and resources
AREA SPA MANAGER
Blue Sun Hotels
02.2012 - 01.2014
- Developed and implemented spa menus, spa programs and membership while managing multiple locations
- Strategically planned fiscal operations and implemented sales strategy that resulted in 30% increase of revenue within 3 months
- Increased employee retention
- Conducted internal audits of spa finances and completed basic accounting functions to maintain accurate records.
- Enhanced customer satisfaction by implementing innovative spa services and treatments.
- Managed payroll processes, adhering to budget guidelines while maintaining adequate staffing levels at all times.
- Monitored industry trends, incorporating innovative techniques into existing service offerings when appropriate.
- Developed and implemented marketing and promotional strategies to increase awareness of spa and attract new customers.
SPA DIRECTOR
Movenpick Resort and Spa Dead Sea
05.2010 - 12.2011
- Managed all aspects of spa operation, including inventory control, P&L analysis, employee incentive scheme
- Increased spa therapy sales by 30% through incentive schemes and promotions
- Organized special events aimed at attracting new clients and increasing brand visibility within the community.
- Stayed informed about industry trends, updating treatment menu to reflect client preferences accordingly.
- Utilized promotions, print and digital marketing to attract new clients.
- Enhanced guest satisfaction by implementing innovative spa treatments and services.
- Conducted internal audits of spa finances and completed basic accounting functions to maintain accurate records.
- Recruited, hired and trained all new employees.
- Oversaw facility maintenance, ensuring a clean and safe environment for guests and staff.
- Conducted regular inventory checks, maintaining adequate stock levels while minimizing waste.
- Generated reports to track spa performance and make recommendations for improvement.
DIRECTOR OF SPA & RECREATION
Grand Hyatt
05.2007 - 04.2010
- Pre-opening and opening of membership driven spa
- Insightfully managed 300+ club members and elevated customer service via faster, streamlined packages and services
- Productivity improvements prompted an increase in gross profit and allowed for guest satisfaction of 93%
- Trained and guided team members to maintain high productivity and performance metrics.
SPA MANAGER
Splendid Conference & Spa Resort
03.2005 - 04.2007
SPA MANAGER
Platinum Marbella
01.2003 - 01.2005
SPA MANAGER
Hotel Weisses Roessl
02.2000 - 12.2002
Education
DIPLOMA -
University of Tourism and Hospitality
01.1993
PHYSIOTHERAPY DIPLOMA -
Medical College
01.1988
Skills
- Operations Management
- Budget Planning
- Performance Evaluations
- Recruitment and hiring
- Decision-making skills
- Operations and Strategic Management
- Expense Management
- Social Media Marketing
- Organizational Skills
- Service quality improvement
Languages
English
German
Spanish
Italian
Russian
Last Name
NASTOVSKI
Links - Linkedin
https://www.linkedin.com/in/mladenka-nastovski-mesaric-328064111/
Personal Information
Nationality: Croatian
Awards
- OHLALA AWARD Qatar
- WORLD SPA AWARDS United Kingdom
- WORLD HEALTH SPA AWARDS France
- CONDE NAST TRAVELLER Jordan
Timeline
DIRECTOR OF SPA
ESPA Naama Beach Villas & Spa
09.2023 - Current
WELLNESS & SPA DIRECTOR
Steigenberger Hotel
06.2022 - 07.2023
SPA DIRECTOR
Kempinski Das Tirol
11.2020 - 03.2022
DIRECTOR OF SPA
Accor|Movenpick Bur Dubai & The Fairmont Ajman
01.2019 - 07.2020
SPA AND RECREATION DIRECTOR
Katara Beach Club by LivNordic
09.2016 - 01.2018
CORPORATE SPA DIRECTOR
Losinj Hotel & Villas
01.2015 - 09.2016
AREA SPA MANAGER
Blue Sun Hotels
02.2012 - 01.2014
SPA DIRECTOR
Movenpick Resort and Spa Dead Sea
05.2010 - 12.2011
DIRECTOR OF SPA & RECREATION
Grand Hyatt
05.2007 - 04.2010
SPA MANAGER
Splendid Conference & Spa Resort
03.2005 - 04.2007
SPA MANAGER
Platinum Marbella
01.2003 - 01.2005
SPA MANAGER
Hotel Weisses Roessl
02.2000 - 12.2002
DIPLOMA -
University of Tourism and Hospitality
PHYSIOTHERAPY DIPLOMA -
Medical College
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