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Liliana Dragovic 

Spa Manager with proven expertise in staff management while ensuring customer satisfaction. Adept at applying problem solving skills especially in high-pressure settings while remaining professional at all times. Focused on optimizing productivity and profitability. 
Self-starter and highly motivated professional, offering progressive years of experience in spa operations, business, and customer service management. Proactive leader, capable of implementing quality standards to drive outstanding results. 
Excellent in overseeing spa operation to improve workflow and generate positive sales trend. Equipped with written and verbal communication aptitude and strong work ethic to effectively establish and cultivate solid customer relationship. 

[email protected] 

(+381) 60 03 03 794
Belgrade, Serbia


Experience


Senior Therapist, Steiner Leisure Limited/Silversea, May 2016 - October 2016

As part of the Spa team, help to create an outstanding experience for the customer -‘pampered to perfection’ - so that customers are greeted and beauty treatments administered in a professional, friendly, and timely manner.


- Deputize for the Spa Manager in their absence 

- Delegate day to day tasks to other beauty therapists or spa assistants as required

- Help train all beauty therapists and spa assistants to provide consistently high standards of customer service by greeting and assisting customers and undertaking reception duties and beauty treatments as required

- Maintain professional and technical knowledge

- Ensure health questionnaires are completed prior to administering beauty treatments and that individual client treatment records are maintained for all clients

- Deal with all membership inquiries, membership sales and renewals and take and administer bookings and payments where necessary

- Provide spa tours to encourage membership and beauty treatment sales

- Monitor appointments and bookings and highlight any problems or troughs in business to the Spa Manager

- Empower Beauty Therapists and Spa Assistants to deal with customer complaints and solve problems providing support and guidance where necessary

- Ensure all emails, website and Facebook inquiries are responded to within eight hours of receipt, or less

- Ensure all customer feedback (guest questionnaires, verbal comments, emails, etc) is used to inform changes in practice and take corrective actions where necessary to ensure highstandards are maintained.


Massage Therapist, TUI Cruises GmbH/Mein Schiff 4, July 2015 - January 2016

- Talk with clients about symptoms, medical history, and desired results

- Evaluate clients to locate painful or tense areas of the body- Manipulate muscles or other soft tissues of the body

- Provide clients with guidance on stretching, strengthening, overall relaxation, and how to improve their posture

- Document client’s condition and progress



Senior Physiotherapist/Owner, Postura Sana, February 2012 - June 2015

- To be professionally and legally accountable for all aspects of own work, including the management of patients in your care

- To undertake an assessment of patients, using clinical reasoning skills and manual assessment techniques to provide a physiotherapy diagnosis of their condition

- With appropriate support, to formulate prognosis and recommend best course of intervention, developing discharge plans

- To formulate and deliver individual and group physiotherapy treatment program based upon knowledge of the evidence of the treatment options available. This commonly involves manual physiotherapy techniques

- To evaluate a patients’ progress, reassess and alter treatment program if required, developing reflective practice

- To be responsible for planning and prioritizing your own patient case load

- To take delegated responsibility from senior colleagues for managing and treating patients with particular conditions within each rotation

- To determine the patients’ understanding of treatment proposals to ensure valid patient consent. To understand and work within a legal framework with patients who lack the capacity to consent to treatment

- Encourage patients and their carers in an active approach to regaining and maintaining independence. This requires empathy, sensitivity and good interpersonal skills

- Be highly skilled in communicating with patients of all ages who have a range of physical and psychological barriers to understanding

- To manage clinical risk within own patient case load

Physiotherapist/Internship, City Hospital Zemun, October 2010 - July 2011

- helping patients recover from accident, illness or injury

- organizing physical exercise sessions

- providing massages

- supervising specialist therapies such as hydrotherapy, electrotherapy and aromatherapy  

- collecting statistics

- writing reports

- liaising with professionals such as doctors and nurses

- providing education and advice about exercise and movement

- keeping up to date with the latest advancements in the profession



Education

Bachelor's degree - Professional Therapist, Physiotherapist, 2007 - 2010

High College of Professional Studies Milutin Milankovic

High School - Registered Nurse, 2003 - 2007

Medical School Nadezda Petrovic



Certifications

 NVQ level 3 - Steiner Leisure Limited 2016

 State licence exam - Nurse 2013 

 State licence exam - Physiotherapist 2011


Courses

Zertifikat B1 - Goethe Institut  2014

Languages


English

Able to use the language fluently and accurately on all levels pertinent to professional needs. Able to read all styles and forms of the language pertinent to professional needs.


German

Able to speak the language with sufficient structural accuracy and vocabulary to participate effectively in most formal and informal conversations on practical, social, and professional topics. 

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