MELANIE FRANCIS
ARLINGTON
Summary
Sales Operations Manager with extensive expertise in operations management. Event planning and massage therapy, excelling in revenue tracking and team management. Demonstrates proficiency in marketing activities, client retention, and staff motivation, ensuring a smooth and efficient studio environment. Passionate about leveraging innovative strategies to enhance client satisfaction and operational excellence.
Overview
20
20
years of professional experience
Work History
Spa Supervisor
Bella Sante Spa
Lexington
09.2025 - Current
- Work with the Spa Director to create and manage Concierge schedule
- Technician schedule changes in Meevo: ‘pick-ups,’ technician coverage, etc.
- Assigning “Teamwork” (daily duties) and reporting to Spa Director when someone has not completed their
- assigned duty
- Technician transaction auditing (for accuracy)
- Assist in training and mapping our organized and comprehensive training plans for new Concierge
- Coaching Concierge on appropriate and professional language, appropriate (and flexible) decision making around
- guest ‘no shows’ and how to handle guest feedback and/or issues
- Delegating concierge duties i.e. retail shelving cleaning, ‘Spa Rounds’, etc.
- Maintain and ensure all Concierge manage the spa register through proper open, pre-close and close procedures,
- and communicate any discrepancies to management
- Ensure front desk area is neat, clean, and organized
- Assist with and lead daily briefings when assigned
- Act as a “go-to” person when Spa Director is not onsite.
- Make good decisions about employees coming in late or leaving early
- Assist Spa Director in managing “day of tech” issues such as tardiness, sick calls/medical issues, and address
- appropriate scheduling needs
- Communicate with Concierge team about pertinent issues via Concierge email and logbook
- Follow up with employees on first-offense minor issues such as room standards, uniform standards, tardiness, and
- minor complaints. Fill out appropriate documentation with signature; communicate with Spa Director around this.
- More serious issues and second offenses should be immediately escalated to Spa Director.
- Guest follow-up on minor issues as directed by Spa Director, or when Spa Director is not available.Work with the Spa Director to create and manage Concierge schedule
- Technician schedule changes in Meevo: ‘pick-ups,’ technician coverage, etc.
- Assigning “Teamwork” (daily duties) and reporting to Spa Director when someone has not completed their
- assigned duty
- Technician transaction auditing (for accuracy)
- Assist in training and mapping our organized and comprehensive training plans for new Concierge
- Coaching Concierge on appropriate and professional language, appropriate (and flexible) decision making around
- guest ‘no shows’ and how to handle guest feedback and/or issues
- Delegating concierge duties i.e. retail shelving cleaning, ‘Spa Rounds’, etc.
- Maintain and ensure all Concierge manage the spa register through proper open, pre-close and close procedures,
- and communicate any discrepancies to management
- Ensure front desk area is neat, clean, and organized
- Assist with and lead daily briefings when assigned
- Act as a “go-to” person when Spa Director is not onsite.
- Make good decisions about employees coming in late or leaving early
- Assist Spa Director in managing “day of tech” issues such as tardiness, sick calls/medical issues, and address
- appropriate scheduling needs
- Communicate with Concierge team about pertinent issues via Concierge email and logbook
- Follow up with employees on first-offense minor issues such as room standards, uniform standards, tardiness, and
- minor complaints. Fill out appropriate documentation with signature; communicate with Spa Director around this.
- More serious issues and second offenses should be immediately escalated to Spa Director.
- Guest follow-up on minor issues as directed by Spa Director, or when Spa Director is not available.
Sales Operations Manager
Elements Massage
Belmont
07.2023 - 09.2025
- Oversee the day to day operations while managing a team of diverse personalities
- Executing marketing activities including: co-operative marketing with local businesses and local special events, email campaigns, and internal campaigns
- Coordinating and leading quarterly (at least) meetings of the therapists and front desk staff
- Ensuring studio is properly staffed
- Hiring training, motivating and supervising therapists and front desk staff
- Daily revenue and cash tracking and reporting
- Payroll data calculation
- All correspondence to clients and potential clients
- Ensuring client satisfaction
- Managing the schedule - cancellations, re-schedules, late-calls, etc
- Developing client retention/revenue enhancement programs
- Keeping supplies for the studio stocked
- Making sure the studio is clean, organized, and run smooth and efficiently
- Additional Owner Administrative tasks as assigned
- Ensured Compliance with all safety and state regulations
Licensed Massage Therapist
Private Practice
04.2016 - 06.2023
- Provide professional massage to clients
- Responsible for listening to clients' needs and assessing them verbally and physically to come up with the correct treatment for them, knowledge of anatomy and physiology and kinesiology
- Book appointments using booking software, proper record keeping of help forms and health insurance referral
- Responding to clients via email and telephone and working with Physical Therapist, Doctors, and Chiropractors to create a treatment plan for clients
Spa Director
Dlor Salon and Spa
03.2008 - 03.2010
- Oversaw facility maintenance, ensuring a clean and safe environment for guests and staff.
- Maintained strict compliance with health department regulations, passing all inspections seamlessly.
- Reduced operational costs by negotiating better deals with suppliers without compromising on quality or service delivery standards.
- Boosted overall revenue by designing attractive seasonal packages and promotions.
- Organized special events aimed at attracting new clients and increasing brand visibility within the community.
- Developed strong relationships with vendors for better product pricing and quality.
- Troubleshot issues related to customer complaints or concerns swiftly, resulting in improved overall guest experience.
- Conducted regular inventory checks, maintaining adequate stock levels while minimizing waste.
- Promoted a culture of exceptional customer service among the spa team members.
- Introduced wellness programs that boosted repeat business from loyal customers.
- Collaborated with marketing team to create promotional materials for spa offerings.
- Recruited, hired and trained all new employees.
- Greeted spa guests warmly to create positive first impression of establishment.
- Led spa tours for new members to familiarize guests with services provided.
Licensed Massage Therapist/Assistant Manager
Mount Auburn Club
03.2010 - 04.2016
- Effectively managed time to ensure all appointments ran smoothly without compromising the quality of service provided to clients.
- Improved overall wellness for clients by performing various massage techniques, including deep tissue, Swedish, and hot stone massages.
- Provided safe, effective, and appropriate massage therapy techniques during customer appointments.
- Cultivated a calm atmosphere within the massage space using soft lighting, tranquil music, or other desired elements that enhanced the therapeutic experience for clients.
- Participated in ongoing professional development opportunities to stay current on industry trends and enhance skillset as a therapist.
- Collaborated with healthcare professionals to develop comprehensive treatment plans addressing clients'' specific pain or injury concerns.
- Increased client retention by establishing strong rapport through attentive listening and empathetic communication.
- Delivered exceptional customer service experiences resulting in positive reviews and increased word-of-mouth referrals.
- Enhanced client satisfaction by providing personalized and effective massage therapy sessions tailored to individual needs.
- Conducted post-treatment evaluations with clients, discussing their experiences during the session and providing recommendations for ongoing care as needed.
- Educated clients on self-care techniques, empowering them to maintain their well-being between appointments.
- Contributed to a positive working environment by fostering a supportive and collaborative atmosphere among fellow therapists and clinic staff members alike.
- Demonstrated flexibility in scheduling availability, accommodating client needs by offering evening or weekend appointments when necessary.
- Assisted with administrative tasks such as updating patient records, processing payments, and managing inventory of supplies when necessary.
- Booked appointments, answered phones, greeted clients, handled payments, and created client service tickets.
- Reduced administrative workload by introducing efficient client management software.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Facilitated team-building activities, enhancing team cohesion and morale.
Licensed Massage Therapist
Mount Auburn Club
11.2005 - 02.2008
- Effectively managed time to ensure all appointments ran smoothly without compromising the quality of service provided to clients.
- Improved overall wellness for clients by performing various massage techniques, including deep tissue, Swedish, and hot stone massages.
- Provided safe, effective, and appropriate massage therapy techniques during customer appointments.
- Cultivated a calm atmosphere within the massage space using soft lighting, tranquil music, or other desired elements that enhanced the therapeutic experience for clients.
Education
LICENSED MASSAGE THERAPIST - Business, Technique, Anatomy, Physiology, Kinesiology
Muscular Therapy Institute
Watertown, MAFUND ACCOUNTING -
State Street Bank
Quincy, MaCHECK PROCESSING -
Bank of Boston
Dorchester, MaSkills
- Customer Service
Team management
- Multitasking
- Marketing
- Staff Training
- Revenue Tracking
- Payroll
- Client Retention
- Massage Therapy
- Anatomy
- Physiology
- Kinesiology
- Appointment Scheduling
- Record Keeping
- Accounting
- Retail Sales
- Visual Merchandising
- Cash Handling
- Staff training
Timeline
Spa Supervisor
Bella Sante Spa
09.2025 - Current
Sales Operations Manager
Elements Massage
07.2023 - 09.2025
Licensed Massage Therapist
Private Practice
04.2016 - 06.2023
Licensed Massage Therapist/Assistant Manager
Mount Auburn Club
03.2010 - 04.2016
Spa Director
Dlor Salon and Spa
03.2008 - 03.2010
Licensed Massage Therapist
Mount Auburn Club
11.2005 - 02.2008
LICENSED MASSAGE THERAPIST - Business, Technique, Anatomy, Physiology, Kinesiology
Muscular Therapy Institute
FUND ACCOUNTING -
State Street Bank
CHECK PROCESSING -
Bank of Boston