Retail and Spa Manager

The Hermitage Club • Wilmington, VT

4d • $75,000 - $80,000

About The Position

The Retail and Spa Manager at The Hermitage Club is responsible for overseeing all aspects of retail, spa, pool, and fitness operations. This role involves managing and motivating the retail and spa teams, ensuring exceptional guest experience, and maintaining the highest standards of service quality. The manager will also be responsible for guest relations, scheduling, and daily operational tasks to ensure smooth and efficient operation.

Requirements

• Previous experience in a supervisory or management role within a spa, fitness, or hospitality environment is preferred.
• Strong leadership and team management skills, with a proven ability to motivate and guide a team.
• Excellent customer service and communication skills, with a focus on creating a welcoming and personalized guest experience.
• Knowledge of spa treatments, fitness programs, and retail operations, with the ability to upsell services and products effectively.
• Strong organizational skills and attention to detail, ensuring that all operational aspects are managed efficiently.
• Ability to work in a fast-paced environment, managing multiple tasks and priorities.
• Flexibility to work weekends, holidays, and extended hours during the peak season.

Responsibilities

• Retail Outlets Manage the two retail areas and their staff members, ensuring eye appeal and driving sales through effective merchandising and guest engagement. Own the inventory process and management of the department POS system, ensuring that items are up to date and well-stocked. Provide tailored retail recommendations to guests based on their specific needs, enhancing their overall experience and contributing to retail sales.
• Guest Experience and Service Excellence Provide a warm welcome and personalized service to all guests visiting the retail and spa areas. Oversee the check-in and check-out process for spa and fitness guests, handling payment transactions for treatments and retail products. Handle telephone reservations in line with service standards, using proper telephone etiquette for efficient appointment and therapist utilization. Ascertain guest satisfaction upon departure, addressing any concerns or feedback to enhance the overall experience.
• Operational Management Manage both retail, spa and fitness associates, providing leadership, guidance, and support to ensure a motivated and high-performing team. Schedule spa and fitness reservations, optimizing the use of facilities and therapist availability to meet guest needs and maximize revenue. Ensure that all opening and closing duties are completed professionally and accurately by the team, maintaining a seamless operation.
• Facility and Retail Maintenance Maintain the cleanliness and organization of the spa / retail reception area, ensuring it is free of clutter and that retail displays are elegantly presented and appropriately always replenished. Monitor and maintain the condition of the spa, pool, and fitness facilities, reporting any accidents, injuries, or maintenance needs to management promptly. Ensure that all team members are well trained and adhere to company policies and procedures, including uniform and grooming standards, to maintain a professional appearance.
• Safety and Compliance Ensure that all safety protocols are followed within the spa, pool, and fitness areas, providing a safe environment for guests and staff. Regularly review and update safety procedures, conducting training sessions as needed to maintain a high level of awareness and preparedness among the team.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 11-50 employees