Yasmine Ann Swanepoel
Brackenfell
Summary
Dynamic, detail-orientated, ambitious professional with a proven track record at Mont Rochelle Hotel & Vineyard, excelling in client relations and strategic planning. Knowledgeable with a robust background in fostering effective communication between departments and stakeholders and enhancing collaborative efforts. Successfully facilitated numerous cross-functional projects, ensuring seamless coordination and goal alignment. Demonstrated expertise in conflict resolution and negotiation, consistently enhancing team productivity and achieving strategic
objectives. Skilled in digital marketing and mediation, I consistently exceed sales targets while enhancing guest experiences and maintaining strong partnerships. Proficient in ESP Salon & Spa Software, Hospitality Management Solutions, Revinate, Canva and Microsoft Dynamic 365.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Sales and Events Liaison Coordinator
Sir Richard Branson’s Mont Rochelle Hotel & Vineyard, Virgin Limited Edition
Franschhoek, South Africa
03.2025 - Current
- Conduct pre-arrival guest checks, ensuring all information has been captured correctly, rates are accurate and billing instructions are correct
- Monitoring 3rd party booking systems – Booking.com, Capital One and Expedia
- Answered mailed, emailed, telephoned and in-person requests for service and information.
- Managed smooth operations and communicated timely updates to coordinate administrative activities.
- Coordinated project timelines, delegating tasks to team members to meet deadlines efficiently.
- Provided for smooth day-to-day flow of communications to build trust within unit.
- Monitored email correspondence, prioritising urgent messages to maintain effective communication channels.
- Provided team members with resources needed to complete project work to maximise efficiency.
- Managed deadlines and progress across team to facilite project delivery within stipulated timelines.
- Scheduled and distributed work to other staff members to enhance productivity and avoid scheduling conflicts.
- Cultivated work environment focused on personal responsibility, continuous improvement and delivering high-quality results.
- Coordinated strategic plans for administrative services management and optimisation to best use available resources.
- Analysed performance data, producing detailed reports to inform management decisions and drive continuous improvement.
- Communicated with clients about project expectations and goals to deliver satisfying outcomes.
- Liaised with clients to gather requirements, set expectations, and deliver updates, fostering strong relationships.
- Advised senior management on facilities needs and delivered ongoing operational support.
- Recommended and implemented operational procedures to comply with all policies, regulations and laws.
- Managed organisational resources to meet administrative and operational needs whilst adhering to budgetary guidelines and meeting quality and schedule demands.
- Planning itinerary, guest experiences, driving onsite revenue
- Managing and coordinating weddings, conferencing, group bookings, and event enquiries
- Executing property visits, meetings for trade and weddings
- Develop and maintain relationships with accommodation establishments and tourism related organisations in the surrounding areas
- Providing updates on property between departments regarding latest promotions, packages, special offers and incentives
- Ensure accurate maintenance of electronic client records, property calendar, educational property visits, correspondence and history is stored
- Hosting sales related events, dinners, lunches
- Manage stock and distribution of sales kits, collateral and giveaways
- Continuously striving to exceed forecasted sales and revenue
- Events factor, based on group bookings, weddings, conference, special occasions
- Timeous responses to enquiries, providing accurate information to potential guests
- Liaise with guests’ customer journey, providing exceptional standard of service and delivery
- Communication and briefings with relevant team members, both on property and the global reservations and sales offices to ensure guests expectations and needs are met and exceeded
- Ensuring that operations plan is planned, coordinated and communicated across property
- Supported senior management with ad-hoc projects and presentations, providing research and administrative assistance.
- Collaborated with clients, finance teams and other team members on allocating resources to achieve project needs.
- Reviewed and updated operational policies, ensuring compliance with industry regulations and best practices.
- Supported employee morale and well-being by developing positive practices centred on career development and individual job satisfaction.
- Implemented new filing systems, significantly improving document retrieval times and data organisation.
- Oversaw risk management, identifying and evaluating risks to prevent negative impact on desired outcomes.
- Supervised supply purchases, management and tracking in line with budgetary requirements.
- Managed the coordination of virtual and in-person meetings, utilising technology to support global collaboration.
- Investigated issues impacting organisational operations and service delivery to understand root causes, prepare detailed reports and recommend corrective actions.
- Drafted and edited correspondence and materials related to project work to guarantee accuracy and uniformity in documentation.
- Negotiated with vendors to secure competitive prices for goods and services, contributing to budget efficiency.
- Selected vendors to deliver elements impossible to produce in-house, negotiating prices to get best deal at competitive prices.
- Attended conventions to represent organisation, gather information and help build new partnerships.
- Turned corporate mandates into actionable directives for mid- and low-level staff.
- Made recommendations on expenditure to complete project within set budget.
- Sourced vendors and suppliers for business needs and negotiated terms for optimum service delivery.
- Compiled information and produced graphs to assist with financial reporting and budgetary management.
Somatologist (Spa Therapist)
Sir Richard Branson’s Mont Rochelle Hotel & Vineyard, Virgin Limited Edition
Franschhoek
12.2018 - 02.2025
- Manage bookings.
- Communicate with guests via email, telephonic correspondence, and in-person interaction.
- Manage the Spa department, maternity cover for 6 months (November 2022 - April 2023)
- Stock control, month-end procedures, and reporting.
- Daily reporting
- Open and closing responsibilities
- Training and training facilitating
- Product ordering
- Retail product sales, promotions, packages to drive revenue
- Ensured treatment rooms were prepared to the highest standards of cleanliness and comfort prior to each session.
- Maintained strict confidentiality regarding client personal and health information, adhering to professional ethical standards.
- Trained on new treatments, products and services to expand service offering.
- Performed various massage techniques, tailoring each treatment to clients' needs and preferences.
- Trained and mentored new massage therapists, supervising techniques and offering feedback.
- Utilised a variety of massage techniques to relieve muscle tension, promoting relaxation and stress reduction.
- Booked client appointments and sent out reminder emails to avoid missed treatments.
- Greeted clients in timely and friendly manner, showing them to appropriate treatment or waiting room.
- Assisted with stock duties, ordering beauty products and styling tools to replenish supply.
- Maintained highest standards of hygiene and cleanliness within treatment rooms and communal areas.
- Advised on aesthetic treatments, detailing risks and benefits.
- Implemented a variety of massage techniques including deep tissue, Swedish, and hot stone, to address diverse client ailments.
- Explained various treatment options and benefits to align with client desires.
- Tailored facial treatments to specific skin types and needs.
- Demonstrated proficiency in the use of spa equipment, including hydrotherapy baths, steam rooms, and saunas.
- Applied aromatherapy techniques to enhance the therapeutic effects of treatments, customising blends for individual clients.
- Conducted thorough client consultations to identify skin conditions and recommend suitable therapies.
- Managed appointment scheduling efficiently, accommodating client preferences while maximising therapist availability.
- Promoted health and wellness benefits of massage therapy to clients, providing treatment-specific information and answering questions.
- Demonstrated excellent customer service skills, building strong relationships and encouraging repeat business.
- Monitored the condition of spa facilities, reporting and addressing maintenance issues promptly to minimise disruption.
- Cleaned and disinfected treatment areas, massage beds and equipment to maintain customer health and safety.
- Administered bespoke facials and body treatments tailored to individual client needs, enhancing overall well-being.
- Provided expert advice on post-treatment care and recommended products for at-home skincare routines.
- Suggested appropriate and beneficial treatments to customers based on their needs, increasing customer satisfaction.
- Managed bookings, amendments and cancellations, updating software and rescheduling to meet client needs.
- Maintained accurate client records, detailing treatments administered, preferences and products used for future reference.
- Utilised excellent communication skills to provide clients with clear instructions and explain massage procedures.
- Offered guidance on nutritional practices that support skin health and general well-being, complementing spa treatments.
- Handled cash and card payments, accurately processing transactions.
- Applied moisturising, exfoliation and peeling treatments to clients' skin.
- Worked with serums, creams and lotions to soothe and improve customer skin.
- Conducted detailed client consultations to understand specific requirements and preferences for personalised therapy.
- Provided extensive knowledge to customers regarding appropriate treatment products best suited to hair and skin types.
- Adapted massage methods based on client feedback during sessions, ensuring a bespoke and satisfactory experience.
- Consistently exceeded monthly sales targets by upselling services and products.
- Resolved customer complaints with professionalism for positive outcomes.
- Developed and maintained a loyal client base through exceptional service and personalised care plans.
- Quickly responded to customer issues and complaints, resolving situations with suitable solutions.
- Processed customer cash and card payments with accuracy.
- Assisted in the creation of promotional materials and special offers to attract new clients to the practice.
- Managed product stock levels through regular stocktake inspections, placing refill orders to meet customer bookings.
- Used varied massage techniques, tailoring pressure to suit client needs.
- Guaranteed repeat customers by providing compassionate, attentive massage therapy techniques.
- Led workshops on wellness practices, including meditation and mindfulness, to support holistic health.
- Performed Swedish and Sports massage styles to highest standards, securing positive customer reviews.
- Handled sensitive client information with utmost confidentiality, fostering trust and building strong relationships.
- Developed an extensive and loyal client base by documenting client's preferred treatments and delivering outstanding customer service.
- Responded promptly to customer email and phone communications.
- Assessed clients' pre-existing injuries and areas of discomfort, communicating appropriate treatment options prior to commencing massage.
- Delivered personalised beauty services and treatments based on client requests.
- Maintained meticulous records of client sessions, tracking progress and adjusting treatments as necessary.
- Assisted in marketing efforts by participating in open days and promotional events, attracting new clients to the spa.
- Logged detailed client history including information regarding chronic illness, medication and past injuries to offer beneficial and consistent treatments.
- Practised extensive knowledge of anatomy and movement for soft tissue mobilisation and professional treatment.
- Oversaw inventory management for treatment supplies, ensuring availability of essential products without overstocking.
- Engaged in community wellness initiatives, representing the spa and contributing to local health promotion activities.
- Coordinated with other spa staff to deliver seamless service experiences, ensuring client satisfaction at every touchpoint.
- Performed pedicures, manicures, nail filing and nail varnish application.
- Provided guidance on ergonomics and posture correction to clients, contributing to long-term health improvements.
- Facilitated relaxation workshops and group massage sessions, promoting wellness and stress relief in community settings.
- Offered coffee, team and other beverages and magazines while waiting to enhance customer experience.
- Utilised aromatherapy and essential oils to enhance the massage experience and promote a calming environment.
- Liaised with clients throughout massage treatments to guarantee comfortable pressure.
- Provided expert advice on post-massage care, including stretches and hydration, to maximise benefits of therapy.
- Managed and tracked spa equipment and products, promptly ordering low-stock items.
- Collaborated with beauty product suppliers to stay informed about the latest industry trends and innovations.
- Coordinated staff roster, matching client bookings with suitable therapists.
- Conducted home visits for clients with mobility issues, ensuring access to therapeutic massage services.
- Managed scheduling and appointments efficiently, maximising client satisfaction and operational productivity.
- Implemented feedback mechanisms to gather client insights, driving improvements in service delivery and treatment quality.
- Tracked latest beauty products, treatments and market trends to give customers optimum service.
- Conducted consultations with customers to determine hair or makeup styles.
- Created curled, straight and updo hairstyles to meet client requests.
- Collaborated with other healthcare professionals to develop comprehensive care plans for clients with specific health issues.
- Participated in continuous professional development to master new spa therapies and improve service offerings.
Somatologist – Therapy and reception duties
Isa Carstens Wellness Sanctuary
Stellenbosch
01.2016 - 12.2018
Somatologist – Massage Therapy
Sani2c Event
Durban
05.2018 - 05.2018
- Team building and exposure to the working industry, massaging participants of the Sani2c, Durban 2018
Somatologist in training – Therapy and reception duties
Madeleen Health and Beauty Studio
Stellenbosch
11.2017 - 12.2017
- Collaborated with team members to achieve target results.
- Managed complaints with calm, clear communication and problem-solving.
- Maintained clean, safe working environments to eliminate accident risks.
- Achieved service time and quality targets.
- Engaged with customers to better understand needs and deliver excellent service.
- Identified issues, analysed information and provided solutions to problems.
- Built and maintained courteous and effective working relationships.
- Handled customer concerns and escalated major issues to supervisor.
- Resolved customer queries and problems using effective communication and providing step-by-step solutions.
- Picked up additional tasks to aid team success.
- Enhanced working relationships by participating in team-building activities.
- Actively listened to customers to fully understand requests and address concerns.
- Demonstrated consistent hard work and dedication to achieve results and improve operations.
- Met schedule using excellent planning and coordination skills.
- Prepared range of written communications, documents and reports.
- Maximised customer engagement and satisfaction by delivering excellent customer service.
- Promoted safe working environment by implementing regulatory standards, policies and guidelines.
- Developed team communications and information for meetings.
Somatologist in training – Therapy and reception duties
Madeleen Health and Beauty Studio
Stellenbosch
06.2017 - 07.2017
Somatologist in training – Therapy and reception duties
Madeleen Health and Beauty Studio
Stellenbosch
11.2016 - 12.2016
Front Shop Assistant
Medicare Pharmacy
Cape Town
02.2016 - 10.2016
- Engaged with customers to better understand needs and deliver excellent service.
- Built and maintained courteous and effective working relationships.
- Identified issues, analysed information and provided solutions to problems.
- Resolved customer queries and problems using effective communication and providing step-by-step solutions.
- Handled customer concerns and escalated major issues to supervisor.
- Picked up additional tasks to aid team success.
Education
Diploma: Marketing Management - Marketing
The Institute of Marketing Management South Africa
Stellenbosch, WC2027
Diploma in Somatology - Somatology
Stellenbosch Isa Carstens Academy
Stellenbosch2018
National Senior Certificate -
Bernadino Heights Secondary School
2015
Skills
- Critical evaluation capacity
- Collaborative relationships
- Verbal and written communication
- Performance reporting
- Community outreach
- Project planning
- Multitasking and high-pressure environments
- Adaptability and flexibility
- Market research
- Customer relationship management
- Strategic planning
- Marketing strategy and content creation
- Project management
- Customer service
- Team coordination
- Sales strategy
- Client engagement
- Event planning
- Data analysis
- Administrative support
- Communication skills
- Leadership skills
- Microsoft Office
- Project coordination
- Leadership proficiency
- Schedule planning
- Task prioritisation
- Schedule management
- Administrative leadership
- Deadline management
- Employee management
- Customer relationship building
- Communication expertise
- Client relationship building
- Project problem-solving
- Operational support
- Document control
- Performance monitoring
- Event coordination
- General office administration
- Staff performance management
- Administrative procedures
- Department management
- Team oversight
- Quality control procedures
- Outstanding customer service
- Compliance understanding
- Logistical planning
- Report generation
- Data analytics
- Project assistance
- KPI management
- Email inbox management
- Task delegation
- Customer relationship management systems
- Competitor analysis
- Sustainability initiatives
- Invoice processing
- Policy development
- Procurement processes
- Strategic research
- Expense management
Languages
English
Proficient
C2
Afrikaans
Advanced
C1
Personal Information
ID Number: 971007 0221 085
Certification
- Level 1 South African Wine Course with Cape Wine Academy, October 2025
- 1st Degree Shodan qualification - 2015 (11 years of studying the art)
Hobbies and interests
- Open Arms Organisation (NPO), Photography, Reading, Classical Music, Travel, Interior Design, Podcasts, Journaling, Sport, Events and Entertainment
Additional Information
- Leadership Roles:
1. Senior Prefect in Primary School
2. Mentor in the Leadership & Cultural group throughout High School
3. Student Council Member at the Isa Carstens Academy in 2018
4. Leadership role & Senior Karata throughout High School
References
1. Mrs Elizma Stone (Estate Manager)
Mont Rochelle Hotel & Vineyard
Franschhoek
Contact Details: 084 514 4437
Email Address: elizmastone@montrochelle.virgin.com
2. Miss Bronwyn Forbes (Spa Head of Department)
Mont Rochelle Hotel & Vineyard
Franschhoek
Contact Details: 072 504 032
Email Address: bronwyn.forbes@montrochelle.virgin.com
3. Mrs L. van der Merwe (Former Lecturer)
Isa Carstens Academy
Stellenbosch
Contact Details: 076 697 7040
Email Address: lh.adonis@gmail.com
4. Mrs A. Geraldes (Manager)
Madeleen Health and Beauty Studio
Welgevonden
Contact Details: 076 116 4337
5. Mr H. Dalwai (Senior Buyer)
Medicare Pharmacy
Brackenfell
Contact Details: 083 771 7563
Timeline
Sales and Events Liaison Coordinator
Sir Richard Branson’s Mont Rochelle Hotel & Vineyard, Virgin Limited Edition
03.2025 - Current
Somatologist (Spa Therapist)
Sir Richard Branson’s Mont Rochelle Hotel & Vineyard, Virgin Limited Edition
12.2018 - 02.2025
Somatologist – Massage Therapy
Sani2c Event
05.2018 - 05.2018
Somatologist in training – Therapy and reception duties
Madeleen Health and Beauty Studio
11.2017 - 12.2017
Somatologist in training – Therapy and reception duties
Madeleen Health and Beauty Studio
06.2017 - 07.2017
Somatologist in training – Therapy and reception duties
Madeleen Health and Beauty Studio
11.2016 - 12.2016
Front Shop Assistant
Medicare Pharmacy
02.2016 - 10.2016
Somatologist – Therapy and reception duties
Isa Carstens Wellness Sanctuary
01.2016 - 12.2018
Diploma: Marketing Management - Marketing
The Institute of Marketing Management South Africa
Diploma in Somatology - Somatology
Stellenbosch Isa Carstens Academy
National Senior Certificate -
Bernadino Heights Secondary School