Spa & Retail Manager

Pyramid Global Hospitality•Riverside, CA

11d•$70,500 - $80,000•Onsite

About The Position

The Spa & Retail Manager is responsible for the overall leadership, operation, and financial performance of The Spa at Mission Inn Hotel & Spa. This position oversees daily spa operations, guest experience standards, employee development, and financial performance while directing the spa boutique merchandising and retail buying program. The Spa & Retail Manager is responsible for cultivating exceptional guest experiences, maximizing service and retail revenue, maintaining operational excellence, and curating a luxury retail collection that reflects the distinctive heritage, wellness philosophy, and luxury positioning of Mission Inn Hotel & Spa. The successful candidate will combine strong hospitality leadership, financial acumen, merchandising expertise, and a passion for wellness and luxury guest service.

Requirements

Minimum three (3) to five (5) years of progressive leadership experience within spa, wellness, luxury hospitality, or resort operations.
Minimum two (2) years of retail buying, merchandising, boutique management, or retail operations experience preferred.
Strong knowledge of spa services, wellness products, skincare lines, and luxury retail trends.
Experience managing inventory systems, purchasing processes, and point-of-sale systems.
Demonstrated ability to lead and motivate teams in a fast-paced hospitality environment.
Excellent communication, interpersonal, organizational, and problem-solving skills.
Strong financial and analytical capabilities.
Proficiency in Microsoft Office applications and spa management software systems.
Ability to work flexible schedules including evenings, weekends, holidays, and special events.

Nice To Haves

Luxury hotel, destination resort, or Forbes-rated spa experience.
Experience with boutique merchandising and luxury visual presentation.
Established industry relationships with spa, wellness, skincare, and lifestyle vendors.
Experience launching or managing luxury retail product lines.
Professional certifications related to spa management, retail merchandising, wellness, or hospitality management.

Responsibilities

Provide leadership and oversight for all daily spa operations, ensuring exceptional guest experiences and service delivery.
Manage guest flow, appointment scheduling, facility presentation, and adherence to established service standards.
Maintain a visible presence within the spa to support associates and promptly address guest concerns.
Ensure compliance with Pyramid Global Hospitality standards, property policies, health regulations, sanitation requirements, and safety protocols.
Partner with hotel leadership to develop occupancy-based promotions, packages, and special events that support revenue objectives.
Monitor guest satisfaction metrics and implement continuous improvement initiatives.
Recruit, train, supervise, coach, and develop spa associates, including concierge staff, attendants, therapists, estheticians, and nail technicians.
Foster a positive and collaborative work environment focused on engagement, accountability, and professional growth.
Conduct performance evaluations and provide ongoing coaching and feedback.
Ensure proper staffing levels to meet operational demands while maintaining labor productivity goals.
Promote compliance with company policies, procedures, and service standards.
Develop and execute the spa retail merchandising strategy across skincare, wellness, apparel, jewelry, gifts, and specialty product categories.
Identify, evaluate, and purchase merchandise consistent with the Mission Inn luxury brand experience.
Establish and maintain relationships with vendors, manufacturers, and distributors.
Negotiate pricing, product introductions, and purchasing opportunities.
Analyze sales performance, inventory levels, product trends, and gross margin performance to maximize profitability.
Design and maintain visually compelling retail displays and merchandising presentations.
Coordinate seasonal campaigns, trunk shows, promotional events, and product launches.
Assist with preparation of annual budgets, forecasts, and monthly financial reviews.
Analyze service revenue, retail sales, labor costs, and departmental profitability.
Develop and implement action plans to achieve revenue and expense targets.
Review invoices, purchase orders, inventory reports, and receiving documentation for accuracy.
Monitor payroll, productivity, labor utilization, and operating expenses.
Maintain inventory controls and support loss prevention initiatives.
Maintain operational policies, procedures, and spa Standard Operating Procedures (SOPs).
Ensure accurate recordkeeping, inventory documentation, vendor files, and departmental reporting.
Support onboarding, training, compliance, and performance management programs.
Utilize spa management systems and reporting tools to measure operational effectiveness and business performance.
Directly supervise Spa Concierge Associates, Spa Attendants, Licensed Therapists, Estheticians, Nail Technicians, and other assigned spa personnel.
Conduct interviewing, hiring, training, scheduling, coaching, discipline, performance management, recognition, and employee development in accordance with company policies and applicable employment laws.