Michelle Ryan
Mayo,L
Summary
A recognised specialist in the Wellness, Spa, and Leisure industry, having led multi-award-winning spas, notably achieving Forbes Travel Guide 5-star status for the Spa, two consecutive years, distinguishing as the sole spa in Ireland, at Ashford Castle. Over two decades of sales experience spanning the spa/leisure and hospitality sectors. An adaptable, self-motivated, and proactive individual capable of independent work and initiative-taking. Demonstrated dedication as a hospitality professional with a proven track record in sales, spa, and leisure operations. Proficient in navigating all phases of business, from pre-opening to post-opening, and adept in operational management of service excellence and team development.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Director of Spa and Wellness (Spa Manager)
Ashford Castle
Cong
05.2015 - 12.2023
- Spearheaded the Holistic Spa and Wellness experience, service and product offerings across the esteemed 5-star Ashford Estate from project management to pre-opening to operational management
- Innovation / Enhancement: Pioneered the development of innovative concepts, elevating the offerings at The Spa (established in July 2015) and Ealu (launched in October 2023)
- Continuously sought new ideas to enrich the Ashford experience
- International Standards and Forbes 5 Star Excellence: Positioned the Ashford Estate at the forefront of the industry by ensuring compliance with international standards 'Leading Hotels of the World' and achieving the prestigious Forbes 5 Star Spa recognition
- Strategic Leadership: Provided strategic direction for the Spa and Wellness offerings, aligning them with the overarching goals and vision of the Ashford Estate
- Bespoke Customer Experience & Service: Delivered a unique and bespoke experience, tailoring services to meet the distinct needs of Ashford Estate Spa and Ealu guests
- Forbes 5 Star Standards Implementation: Successfully implemented and maintained the rigorous standards required for Forbes 5 Star recognition for both the Spa and the hotel
- Operational Excellence: Led and managed day-to-day operations for both Spa and Ealu, ensuring seamless experiences for guests
- Financial Management: Orchestrated comprehensive budgeting and revenue management strategies for the Spa and Ealu, optimizing financial performance
- Sales and Marketing Leadership: Formulated and executed robust sales and marketing strategies, positioning Ashford Estate as a premier destination in the wellness and spa sector
- Effective Communication: Led effective communication strategies within the team, promoting a collaborative and cohesive work environment
- Recruitment, Training & Development: Spearheaded recruitment initiatives and designed comprehensive training programs, fostering team growth and development through appraisals
- Leadership / Mentorship: Provided strong leadership and mentorship, empowering the team to achieve high levels of performance and professional growth.
Sales Manager
Hotel Ballina Mayo / Diamond Coast Hotel
Mayo
03.2014 - 05.2015
- Devise the Annual Budget and Sales and Marketing budget plans for the year ahead, presentation annually to the directors and financial institutions
- Driving all key business for Rooms in association with Revenue Manager through agents, tour operators and special interest groups, with defining market segments for leisure promotion
- Monthly Targets; develop and build productive relationships in creating new business / new business from existing accounts, all segments of the Hotel
- Monthly reporting and accounts review of all business in association with Financial Controller
- Prepare and communicate monthly sales and marketing plans to Sales Director, General Manager & team
- Co-ordinate plans for trade shows in-house and nationally with promotion of packages and brand awareness
- PR – building local and national identity for the Hotel through press releases and blogging and social media avenues
- Ensure effective communication & co-ordinate training for new management and team recruits for all aspects of selling.
Sales and Marketing Manager
Carlton Hotel Group (Westport & Galway)
Westport & Galway
05.2011 - 03.2014
- My directional role in this position is to drive and develop the brand of the Carlton Hotel Group while increasing revenue in all ancillary avenues for the hotels
- (Rooms, Conference, Food and Beverage, Wedding & Events, Spa & Leisure) Responsible for the compilation and the implementation of the annual sales and marketing budget plans in conjunction with the hotel budget development, Presentation annually for directors and owners/banks for approval for the year ahead
- Driving sales through sourcing new key accounts, in all market segments through our Group Website, Third party, Agents sites
- Managing the sales function: lead generation, face-to-face meetings, negotiation, close and handover in relevant segments
- Support Carlton Group to ensure optimum results in cooperative sales, marketing and advertising campaigns for each hotel and to drive return on investment for each campaign
- Compilation and presentation of Reports for Group Monthly Sales Meetings and Quarterly Director Meeting Assist and drive Leisure & Spa business with the unique concept of Ayurveda by C Spa & Heather & Earth by C Spa: Monitoring the day-to-day business operations and marketing of both segments
International Sales, Account Manager & Trainer
VOYA Organic Beauty
11.2008 - 02.2011
- Responsible for the execution of the sales growth of VOYA spa products and services with focus on Irish, UK and International spa and retail market
- Create and co-ordinate a sales and marketing strategy for all clients
- Client Build of 75 clients consisting of The Burj Al Arab, Talise Spa Jumeriah; Waldorf Astoria, The Landmark London; Six Senses Spa's; the Virgin Group and Queen Mary 2 plus 7 Cunard Liners with Canyon Ranch, Dromoland Castle, The Cliff House
- Develop sales of existing and new business; ensure revenue and performance targets are met in line with profit & loss accounts
- Providing support with business development, refresher training on products and treatments, merchandising and promotional campaigns
- Devising professional and proactive training to all employees and divisions of VOYA and its customers
- Designing, developing and delivery of solutions to meet the training and development of manuals and materials
- Managing Sales Agents, Trainers and Distributors worldwide
- (UK, Hong Kong, USA, Ireland).
Spa Manager
Dromoland Castle Resort
03.2007 - 11.2008
- Pre-opening & opening of the Spa at Dromoland Castle, (Open June 07) My position in the spa was to develop a new spa build and concept, with profiling the 5 star resort with a unique and specialised spa concept
- Recruitment of the spa team; following through with staff training, development, evaluations, and appraisals
- Outline the Budget and Sales and Marketing plan for Year 1 and development for Year 2
- Review profitability & revenue objectives
- Manage, plan, develop and control the day-to-day activities in running the Spa
- Development and implementation of SOP's
- Product Selection & Brochure development
- Co-ordination of the Launch event
- Implement Standards of procedures, Health & Safety, Spa Concepts & Spa Journey
- Monitoring, Staff levels, Stock levels, and implementing Cost control measures
- Monthly Stock takes & Financial reporting
- Year 2 Spa Development Plan created to progress the business
- Development of Year 2; Spa Team Goals & Objectives: Individual Tasks, Training Plan, Customer Journey Enhancement, Review of all SOP's & other Spa Procedures.
Group C Spa & Leisure Club Manager
Carlton Abbey Hotel, Leisure & C Spa
Athy
04.2006 - 03.2007
- Both projects consisted of the Pre-opening & opening of Leisure Club & Spa's
- With a leisure membership base of 750 -1000 members and an annual spa turnover of €750k - €350k Development and launch of both Leisure clubs and Spa's
- Leisure Development: outline and implement health club operations, Health & Safety operations, Membership sales structure, HR & Recruitment, Training & Development, Customer Care, Marketing, Financial Services & Reporting, and Leisure Activities Development
- Spa Development: Overview of the Designer's plans, Interior design, Product analysis, Health & safety, Marketing, Staffing & HR, Training & Development, Customer Care, Financial Planning & Reporting
Health Styles Leisure Club & Solas Spa Manager
Radisson Blu Hotel & Spa Sligo
Sligo
05.2004 - 02.2006
- Both projects consisted of the Pre-opening & opening of Leisure Club & Spa's
- With a leisure membership base of 750 -1000 members and an annual spa turnover of €750k - €350k Development and launch of both Leisure clubs and Spa's
- Leisure Development: outline and implement health club operations, Health & Safety operations, Membership sales structure, HR & Recruitment, Training & Development, Customer Care, Marketing, Financial Services & Reporting, and Leisure Activities Development
- Spa Development: Overview of the Designer's plans, Interior design, Product analysis, Health & safety, Marketing, Staffing & HR, Training & Development, Customer Care, Financial Planning & Reporting
Education
QQI Level 6 Train The Trainer Delivery & Evaluation - Training Needs Identification and design
DCM Learning
Dublin Ireland 01-2024
Havening Coach – In progress -
Havening Ireland
01-2023
Advanced Management Training Red Carnation Hotel Group -
Red Carnation Hotel Group
01-2023
Flow Training Via Failte Ireland – Modules -
FLOW
01-2022
Diploma in Leadership & Executive Coaching -
Kingstown College
Dublin01-2021
Spa Management Diploma – Blueprint Mentoring Program -
BluePrint Mentoring
Cork 01-2008
Train the Trainer -
FETAC
01-2006
Diploma in Beauty Therapy & Cosmetology (ITEC & CIBTAC) -
Georgina's College of Beauty
Galway 01-2002
Bachelor Degree in Business Studies Management / Marketing -
Atlantic Technological University Sligo
01-2001
National Diploma in Business Studies Recreation & Leisure Management -
Atlantic Technological University Sligo
01-2000
Level 6: Manual Handling Instructor -
Full Swimming Teacher (IASA) -
National Pool Lifeguard -
Health & Fitness Instruction (NCHEF) -
Pool Plant Operator -
Skills
- Financial Expertise: Proficient in budgeting, P&L management, cost control, payroll administration, and comprehensive reporting within the hotel, spa and leisure sector
- Troubleshooting: Expertise in identifying and resolving operational challenges, ensuring smooth and efficient business operations, directional focus to drive the business upwardly
- Project Management: Successfully managed the development and operational phases of spas and leisure clubs, ensuring timely and effective project delivery, commitment to all components 'pre opening to opening'
- Industry Ambassador: Proven track record of connecting with like-minded professionals to enhance the industry Actively involved in initiatives such as Irish Spa association, Image Skillnet, Habic to contribute to industry growth and development
- Sales & Marketing Mastery: Seasoned in driving revenue through strategic sales and marketing initiatives, establishing a robust presence in the competitive market
- Hospitality Management: Well-versed in all aspects of hospitality operations, with a focus on ensuring exceptional service quality, aligning with prestigious standards such as Forbes travel guide and Leading Hotels of the World
- Spa Operations: Comprehensive knowledge of spa operations, from conceptualisation to day-to-day management, ensuring a seamless and high-quality customer experience
- Health & Safety: Committed to maintaining the highest standards of health and safety in spa and leisure environments Quarterly auditing
- Service Excellence: Customer-focused approach, delivering service excellence and aligning with industry-leading benchmarks 2023 & 2024 awarded the only Forbes 5 start spa in Ireland, by Forbes Travel Guide
- Leisure Industry and Sales: Proficient in navigating the complexities of the leisure industry, with a strong emphasis on sales strategies and growth
- Recruitment, Training & Team Development: Spearheaded recruitment initiatives and designed comprehensive training programs, fostering team growth and development through appraisals and coaching
- Information Technology Management
References
References available on request.
Accomplishments
Ashford Castle The Spa Team Achievements:
Forbes Travel Guide
Ireland's 1st Forbes 5 Star Hotel 2020 and retained for the next consecutive 4 years, 2021, 2022, 2023, 2024
Awarded Forbes 5 Star Spa 2023, 2024; 1st Spa in Ireland to achieve this accreditation
Gold Medal Award: Virgin Media
2023 & 2024 Ireland Best Five Star Hotel Spa Experience
World Spa Awards - Ireland's Best Spa Hotel
8 years in a row: 2023, 2022, 2021. 2020. 2019, 2018, 2017, 2016
Irish Tatler Spa Awards
2016 Overall Best in Style & Connaught Hotel Spa of the Year
2017-Overall Best In Service & Connaught Hotel Spa of the Year
2018- Overall Spa of the Year & Connaught Hotel Spa of the Year & Highly commended for Best facial
2019- Connaught Hotel Spa Year & , Overall Best Hotel Spa for Sustainability
World Spa & Wellness Awards
2017- shortlisted Top 5 European resort spa
2020 - shortlisted Spa Team of the year
2016 Image Business of Beauty Awards highly commended Spa of the Year.
2017 /2019 /2021 Image Business of Beauty Awards highly commended Spa Front of House Team
2023 Image Business Beauty Awards Top 5 in Spa of the Year
Personal Acknowledgments:
Red Carnation Hotel Group 2017 - Spa Manager of the Year for the Group
Irish Tatler Awards 2019 - Ultimate Service Excellence Ambassador for Spa industry
Dalata Hotel Group
· Dalata Hotel Group Mentor – nominated Mentor for the Inaugural Dalata Sales Mentor programme.
· Dalata Hotel Group, development of standards of operation with selling of small conferences and corporate business; trainer for new recruits within Dalata Hotel Group Sales Team.
· Sales Lead at Dalata Hotel Trade stand promotion nationally.
· Mayo North Destination / Chamber of Commerce Member.
Carlton Hotel Group
· Destination Westport.com – Marketing Sales Committee May ‘11 – Sept ‘12.
· Host Organiser for the International Rose of Tralee Festival tour to Westport Aug ‘12.
· Galway Rose Judge for the International Rose of Tralee Regional ‘12
· Host Organiser of the Rose of Tralee Rose Reunion Event Sept ‘12.
· Host Organiser for the Hector Morning Show Aug ‘12, Aug‘13
Certification
· HABIC / Image Skillnet: Executive Council Member: Quality and Standard Pillar
· HABIC / LCETB – Consortium Steering Group – National Beauty Therapy Apprenticeship ( in development).
· Image Skillnet ‘Connect Event’ – Panel Speaker ‘Leadership and Mentorship’
· Professional Beauty Industry Ireland – Awards Judge
· Irish Spa Association – Association Member
· Irish Spa Association – Panel Speaker ‘Sustainability’
· Spa Life Ireland – Panel Speaker ‘Recruitment, Retention, and Industry Challenges’
References
References available upon request.
Timeline
Director of Spa and Wellness (Spa Manager)
Ashford Castle
05.2015 - 12.2023
Sales Manager
Hotel Ballina Mayo / Diamond Coast Hotel
03.2014 - 05.2015
Sales and Marketing Manager
Carlton Hotel Group (Westport & Galway)
05.2011 - 03.2014
International Sales, Account Manager & Trainer
VOYA Organic Beauty
11.2008 - 02.2011
Spa Manager
Dromoland Castle Resort
03.2007 - 11.2008
Group C Spa & Leisure Club Manager
Carlton Abbey Hotel, Leisure & C Spa
04.2006 - 03.2007
Health Styles Leisure Club & Solas Spa Manager
Radisson Blu Hotel & Spa Sligo
05.2004 - 02.2006
QQI Level 6 Train The Trainer Delivery & Evaluation - Training Needs Identification and design
DCM Learning
Havening Coach – In progress -
Havening Ireland
Advanced Management Training Red Carnation Hotel Group -
Red Carnation Hotel Group
Flow Training Via Failte Ireland – Modules -
FLOW
Diploma in Leadership & Executive Coaching -
Kingstown College
Spa Management Diploma – Blueprint Mentoring Program -
BluePrint Mentoring
Train the Trainer -
FETAC
Diploma in Beauty Therapy & Cosmetology (ITEC & CIBTAC) -
Georgina's College of Beauty
Bachelor Degree in Business Studies Management / Marketing -
Atlantic Technological University Sligo
National Diploma in Business Studies Recreation & Leisure Management -
Atlantic Technological University Sligo
Level 6: Manual Handling Instructor -
Full Swimming Teacher (IASA) -
National Pool Lifeguard -
Health & Fitness Instruction (NCHEF) -
Pool Plant Operator -
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