Adi Emele Gusuna
Te Awamutu,WKO
Summary
Customer-Focused Professional with over 20 years of experience in customer service, beauty therapy, hairdressing, hospitality, reception, and administration. Delivered exceptional customer experiences through professionalism and effective communication while resolving enquiries with care. Emphasized relationship-building and maintained high service standards in fast-paced environments, contributing to organizational success.
Overview
5
5
years of post-secondary education
26
26
years of professional experience
Work History
Senior Spa Therapist
Polynesian Spa
12.2022 - Current
- Provided attentive care to consistently meet and exceed guest satisfaction.
- Ensured all spa areas maintained highest standards of cleanliness, hygiene, and operational efficiency.
- Executed various responsibilities in spa operations to support seamless service delivery.
- Body treatments (full body exfoliation & Mud wrap), Facial, Massage (Deep Tissue Massage, Relaxation Massage
- Ensure that work quality meets the standards required and completes tasks in a timely and thorough manner with minimum supervision
- Embraced new ideas and implemented changes in job routines.
- Continually seeks to improve performance through individual efforts and with assistance of others.
- Seek feedback on performance and focus on areas of falling short.
Senior Beauty & Massage Therapist
Loulous Day Spa
Cambridge, Cambridge
05.2021 - 06.2022
- Ensured all spa areas met highest standards of cleanliness, hygiene, and operational efficiency.
- Ensure care and attention is provided at all times to meet guest satisfaction.
- Embraced new ideas and implemented changes in job routines.
- Maintained a clean and organized treatment room for optimal client experience.
- Performed various spa duties
- Provided facial treatments to clients, Microdermabrasion, Hydrodermabrasion, LED Laser Treatment, manicure, pedicure, body treatments (body exfoliation, wrap), Facial, Massage (Deep Tissue Massage, Relaxation Massage, Hot stone Massage), Tinting- Eyebrows & Eyelash, Waxing (all sorts of waxing)
- Educated clients on self-care practices and wellness routines.
- Maintained clean and organized work environment, ensuring all equipment and supplies were sanitized according to health standards.
- Increased sales by providing exceptional service and maintaining positive and energetic attitude.
- Protected workplace culture by building relationships with team members, respecting diversity and supporting goals.
- Maintained detailed documentation of all treatments provided to ensure continuity of care between sessions.
- Managed appointments through scheduling software systems with accurate records of services rendered.
- Responded promptly to any questions or inquiries from potential customers about services offered.
- Assisted front desk staff with administrative tasks, including answering phones and processing payments.
- Continually seeks to improve performance through individual efforts and with assistance of others.
- Seek feedback on performance and focus on areas of falling short.
- Maximises opportunities for self-development.
- Is open to new ideas and willing to make changes in the job and routine as required.
- Ensure that work quality meets the standards required and completes tasks in a timely and thorough manner with minimum supervision
- Follow standards, policies and procedures
- Meets required attendance and grooming standards.
- Maintained clean and organized work environment, ensuring all equipment and supplies were sanitized according to health standards.
Senior Spa Beauty & Massage Therapist
Millennium Hotel Rotorua
Rotorua, Rotorua
04.2018 - 06.2020
- Maintained highest standards of cleanliness, hygiene, and operations throughout spa.
- Ensure care and attention is provided at all times to meet guest satisfaction.
- Pursued training opportunities to enhance skills.
- Educated clients on wellness practices and provided tailored post-treatment care recommendations to enhance their experience.
- Embraced new ideas and made changes to job routines.
- Managed appointments through scheduling software systems with accurate records of services rendered.
- Performed various spa duties to ensure a smooth operation.
- Demonstrates cooperation and trust with colleagues, supervisor, and teams and across departments.
- Participate as a team player and establish strong working relationship to deliver positive results.
- Continually seeks to improve performance through individual efforts and with assistance of others.
- Seek feedback on performance and focus on areas of fall short.
- Maximises opportunities for self-development.
- Is open to new ideas and willing to make changes in the job and routine as required.
- Ensure that work quality meets the standards required and completes tasks in a timely and thorough manner with minimum supervision
- Adhered to established standards, policies, and procedures to ensure compliance and operational integrity.
- Consistently adhered to attendance policies and grooming standards.
- Managed appointment schedules to maximize client availability and service efficiency.
- Developed strong rapport with clients, fostering loyalty and encouraging repeat visits.
Senior Spa Therapist
EdgeWater Resort & Spa
Rarotonga , Cook Island
01.2015 - 01.2017
- Demonstrates cooperation and trust with colleagues, supervisor, and teams and across departments.
- Collaborated effectively with colleagues to foster strong working relationships and enhance overall service quality.
- Delivered spa services to clients in Rarotonga, Cook Islands, ensuring a high standard of care and customer satisfaction.s
- Requested feedback from colleagues to identify areas for improvement. on performance and focus on areas of fall short.
- Educated clients on skincare products and wellness practices.
- Provided a variety of spa treatments including massage, body wraps and facials to clients.
- Designed customized facial and body treatments meeting individual client needs.
- Developed customized treatment plans for individual client needs.
- Educated clients on skin care procedures and products.
- Recommended additional services or products based on individual client needs.
- Maintained cleanliness and organization of treatment rooms and equipment.
- Maintained cleanliness and hygiene standards in the spa environment.
- Ensured all equipment was properly maintained and serviced according to manufacturer's instructions.
- Trained new therapists on services, protocols and procedures of the spa.
- Assisted in training junior therapists on techniques and protocols.
- Handled scheduling and appointment management for optimal service delivery.
- Performed administrative tasks such as scheduling appointments, taking payments and preparing documents.
- Collaborated with team members to enhance service quality and client experience.
- Resolved customer complaints in a professional manner to ensure satisfaction.
- Continually seeks to improve performance through individual efforts and with assistance of others.
- Identified and pursued training opportunities to enhance skills.
- Embraced new ideas and made changes to job routines.
- Ensure that work quality meets the standards required and completes tasks in a timely and thorough manner with minimum supervision.
- Participated in staff meetings to discuss strategies for improving guest satisfaction.
- Advised clients on lifestyle changes that can improve their overall well-being.
- Delivered exceptional customer service through personalized skincare treatments, enhancing client satisfaction and retention.
- Managed bookkeeping duties such as invoicing, tracking expenses and preparing reports.
- Reviewed customer feedback surveys to identify areas for improvement in service delivery.
- Monitored stock levels of products used in treatments and replenished supplies when necessary.
- Assisted with marketing campaigns by providing feedback on customer experience.
- Recommended home care regimen for desired results.
- Promoted skincare products to patients according to specific needs, boosting overall revenue.
Spa Beauty & Massage Therapist
Angourie Rainforest Resort
Yamba, New South Wales
01.2013 - 01.2014
- Set up and maintained spa areas to uphold highest standards of cleanliness, hygiene, and operations.
- Ensure care and attention is provided at all times to meet guest satisfaction.
- Customized treatment plans based on guest needs and preferences for optimal results.
- Performed quality, therapeutic bodywork to meet clients' needs.
- Helped clients tackle different types of stress by releasing knotted muscles with advanced massage techniques.
- Performed pre-massage consultations with clients to assess their medical history, physical condition, and desired results from the session.
- Created a relaxing atmosphere by using essential oils and soothing music during sessions.
- Developed individualized treatment plans based on client assessments and preferences.
- Addressed client concerns regarding areas of discomfort or pain before beginning a session.
- Educated guests on self-care techniques to support ongoing wellness after treatments.
- Recommended follow-up visits and additional services and products to help clients pursue wellness goals.
- Coordinated and organized appointments using scheduling software for efficient service delivery. through scheduling software systems with accurate records of services rendered.
- Handled scheduling and appointment management for efficient service delivery.
- Collaborated with team members to ensure seamless guest experiences at the resort.
- Protected workplace culture by building relationships with team members, respecting diversity and supporting goals.
- Maintained clean, organized work environment while strictly adhering to safety protocols.
- Educated clients on proper post-treatment care such as stretching exercises or lifestyle changes that could enhance the effects of the massage.
- Provided services at Yamba, NSW, Australia to enhance guest experience.
Spa Therapist Supervisor / Senior Hairstylist & Make Up Artist
The Rarotongan Beach Resort & Spa
02.2010 - 01.2013
- Manicure, pedicure, body treatments (body exfoliation, wrap), facial, waxing, Lash & Eye Brows Tinting, massage, hydrotherapy, make-up bridal up style, wash & blow dry, colour design, highlights, ladies hair sculpture, men's hair sculpture
- Ensure care and attention is provided at all times to meet guest satisfaction.
- Maintained spa areas to highest standards of cleanliness and hygiene, ensuring seamless operations
- Provided a variety of spa services including manicures, pedicures, body treatments, facials, and massages to enhance client relaxation and satisfaction.
- Assisted guests in exploring Cook Islands attractions and activities.
Spa Supervisor - Train the Trainer
Intercontinental Fiji Golf Resort & Spa (IHG)
01.2009 - 01.2010
- Supervise and inspect the work of assigned spa therapists and spa attendants to ensure product quality is met and that optimum service is provided to hotel guests according to hotel and company business objectives.
- Supervise the implementation of spa standards procedure in relation to set up of treatment room, set up of Hydrotherapy Zone and its function (steam room, ice room, Jacuzzi), Linen maintenance.
- Monitored and facilitated butler bathing rituals to enhance guest experience.
- Assisted spa manager in training new recruits to ensure consistent service standards.
- Recommended changes to these standards and training needs on an ongoing basis.
- Ensure you have complete knowledge of all spa treatments, packages and everything around you.
- Maintain a current and thorough knowledge of all spa related knowledge.
- Perform spa treatments if need be during busy period.
- Monitored inventory levels to ensure sufficient stock availability for spa treatments and services.
- Conducted comprehensive inventory assessments to track stock levels accurately.
- Led daily shift briefings to communicate objectives and updates to staff.
- Recommended ongoing changes to training standards and needs to enhance service delivery.
- Works with Superior Director of Finance in the preparation and management of the Departments budget.
- Addressed and resolved employee grievances to maintain a positive work environment.
- Resolved guest complaints to enhance overall satisfaction and experience during their stay.
Senior Spa Therapist - Hairdresser
Sheraton Fiji Resort & Spa (Starwood)
01.2007 - 01.2009
- Ensuring that all areas within spa are set up and maintained in the highest Standards and cleanliness, hygiene and operations.
- Hairdressing, ladies hair sculpture, men's hair sculpture, long hair design, bridal up style, colour design, highlights, straightening, Perming, wash & blow dry, roller setting.
- Participate as a team player and establish strong working relationship to deliver positive results.
- Maintained comprehensive knowledge of spa treatments, including massage, hot stone therapy, body treatments, manicures, pedicures, waxing, facials, and bridal makeup styles.
- Continually seeks to improve performance through individual efforts and with assistance of others.
- Requested feedback on performance to identify improvement areas. on performance and focus on areas of fall short.
- Embraced new ideas and adapted to changes in job routines. to new ideas and willing to make changes in the job and routine as required.
- Understands and participates in customer's needs, takes actions to address customer needs and strives to exceed customer expectations.
- Ensure care and attention is provided at all times to meet guest satisfaction.
- Collaborated effectively with colleagues from diverse cultures and backgrounds. with colleagues from different viewpoint cultures and countries.
- Worked at Wesley Fiji Resort & Spa to provide exceptional guest experiences.
Beauty Therapist & Hairdresser
Pauline's Hair & Beauty Salon
01.2006 - 01.2007
- Delivered manicures and pedicures, enhancing client relaxation and aesthetic appeal.
- Executed shampoo and blow-dry services, including roller setting for special occasions.
- Executed perming, color design, highlights, straightening, and color retouching to achieve desired client looks.
- Provided shampoo and blow-dry services with roller setting for special occasions, ensuring clients looked their best.
Conference / Banquets & Wedding Coordinator
Outrigger on the Lagoon Fiji
Sigatoka, Fiji
01.2001 - 01.2006
- Coordinated wedding logistics to ensure smooth event execution at luxury resort.
- Collaborated with couples to customize wedding details and preferences.
- Managed vendor relationships, including catering, photography, and floral services.
- Developed timelines and schedules for wedding ceremonies and receptions.
- Oversaw setup and breakdown of event spaces to maintain venue standards.
- Provided on-site support during events to address client needs promptly.
- Attended meetings with clients to discuss their vision for the special day and provide advice on how to make it happen.
- Provided guidance and support for bridal parties throughout the process.
- Provided detailed instructions regarding timeline management on the day of the wedding so that everything ran smoothly.
- Coordinated with caterers, florists, musicians, photographers and other service providers to ensure a successful event.
- Enforced safety protocols during rehearsals, ceremonies and receptions to ensure guests' wellbeing.
- Managed day-of logistics including transportation arrangements and setup and teardown of venue decorations.
- Ensured all necessary paperwork was completed in a timely manner prior to the wedding ceremony.
- Compiled information regarding rental equipment, décor items and other materials needed for each event.
- Assisted couples with selecting venues that best fit their needs and budgets.
- Conducted post-event follow up calls with clients to assess satisfaction levels with services provided.
- Maintained organized records of client contact information along with notes about specific requests or preferences.
- Organized and managed all aspects of wedding planning, including budgeting, scheduling and vendor selection.
- Responded promptly to customer inquiries via phone or email, fostering positive client relationships.
- Ensured compliance with health and safety regulations at all times.
- Collaborated with colleagues on marketing strategies such as email campaigns or social media posts promoting business offerings.
- Coordinated and allocated equipment, supplies and staff for events.
- Worked with professional and trade associations to create memorable and successful events.
- Created program activities, agendas and budgets based on client requirements.
- Managed safe and smooth food delivery at banquets, conferences and social events.
- Coordinated guest support services for transportation and accommodation needs to ensure seamless experience for attendees.
- Participated in industry events to network and gather insights. in industry events.
- Documented events detailing client preferences, financial considerations, and outcomes to inform future planning.
- Applied industry knowledge and personal expertise to customize meetings, conferences and conventions to specific standards.
- Designed contracts, collected fees, and booked venues for events.
- Selected catering services for different types of events, balancing cost, menu and term options against client demands.
- Followed local regulations for events and obtained necessary permits.
- Selected catering services for different types of events, balancing cost, menu and term options against client demands.
- Followed local regulations for events and obtained necessary permits.
Education
Certificate of Achievement -
Thalgo Product Australia
Yamba, New South Wales 01.2008 - 01.2008
Diploma Beauty Therapy & Advance Diploma in Haidressing - Advance Diploma Hairdressing & Diploma in Beauty
Fiji Institute of Hairdressing Health & Beauty Therapy
Lautoka, Fiji 02.2005 - 01.2006
Certificate - Computer Training & Business AccounZng
New Zealand Pacific Training Centre
Sigatoka, Fiji 08.2003 - 11.2003
Certificate of Achievement - Quality Customer Service
Bula Pride
Outrigger Sigatoka, Fiji 01.2000 - 01.2000
Fiji School Leaving Certificate - Secretarial Studies
BallanZne Memorial School (College)
Suva, Fiji 01.1993 - 01.1995
Fiji Junior Examination -
Lelean Memorial School
Nausori , Fiji 08.1990 - 01.1992
Skills
- Body treatments
- Facial techniques
- Facial treatment customization
- Microdermabrasion treatments
- Skin rejuvenation
- Laser hair removal
- Body hair removal
- Manicure and pedicure
- Consultations
- Facial treatment customization
- Relaxation techniques
- Spa facility management
- Spa management software
- Appointment scheduling
- Time management and organization
- Performance feedback
- Customer service excellence
- Customer satisfaction
- Effective communication
- Verbal communication
- Active listening
- Conflict resolution
- Problem-solving
- Team collaboration
- Team player
- Attention to detail
- Works under pressure
- Performance feedback
- Attention to detail
- Works under pressure
Permanent Residence
Permanent Residence of New Zealand
Personal Information
New Zealand
Timeline
Senior Spa Therapist
Polynesian Spa
12.2022 - Current
Senior Beauty & Massage Therapist
Loulous Day Spa
05.2021 - 06.2022
Senior Spa Beauty & Massage Therapist
Millennium Hotel Rotorua
04.2018 - 06.2020
Senior Spa Therapist
EdgeWater Resort & Spa
01.2015 - 01.2017
Spa Beauty & Massage Therapist
Angourie Rainforest Resort
01.2013 - 01.2014
Spa Therapist Supervisor / Senior Hairstylist & Make Up Artist
The Rarotongan Beach Resort & Spa
02.2010 - 01.2013
Spa Supervisor - Train the Trainer
Intercontinental Fiji Golf Resort & Spa (IHG)
01.2009 - 01.2010
Certificate of Achievement -
Thalgo Product Australia
01.2008 - 01.2008
Senior Spa Therapist - Hairdresser
Sheraton Fiji Resort & Spa (Starwood)
01.2007 - 01.2009
Beauty Therapist & Hairdresser
Pauline's Hair & Beauty Salon
01.2006 - 01.2007
Diploma Beauty Therapy & Advance Diploma in Haidressing - Advance Diploma Hairdressing & Diploma in Beauty
Fiji Institute of Hairdressing Health & Beauty Therapy
02.2005 - 01.2006
Certificate - Computer Training & Business AccounZng
New Zealand Pacific Training Centre
08.2003 - 11.2003
Conference / Banquets & Wedding Coordinator
Outrigger on the Lagoon Fiji
01.2001 - 01.2006
Certificate of Achievement - Quality Customer Service
Bula Pride
01.2000 - 01.2000
Fiji School Leaving Certificate - Secretarial Studies
BallanZne Memorial School (College)
01.1993 - 01.1995
Fiji Junior Examination -
Lelean Memorial School
08.1990 - 01.1992