Spa Retail Lead: Luxury Guest Experience & Team Ops

Bamford; Gillingham; On-site; GBP 30,000 - 37,000; Full time

Benefits offered by this job

Discounts on products and treatments

Local gym discounts

Padel Discount

Volunteering Days

Private Medical

Pension Scheme

Life Assurance

Mental Health Support

Job summary

Bamford Spa at Brompton Cross in London is seeking an organised Spa Retail Supervisor to support the smooth day-to-day running of our retail and spa spaces. You will lead a small team, drive retail performance, and ensure a premium guest experience at every touchpoint.

You will oversee bookings, reception, stock, and treatment room readiness, maintaining Bamford standards while collaborating with the Spa Retail Manager. The role includes weekend work and a salary of £33,825 plus commission.

Qualifications

• Experience in luxury retail, spa, hospitality or wellness environments.
• Strong commercial awareness with experience supporting sales and KPIs.
• Confident leading shift operations including opening/closing and team coordination.
• Experience supporting or supervising small teams.
• Understanding of premium, high‑touch guest experience.
• Knowledge of retail operations (stock, VM, POS) and spa/treatment environments (bookings, rooms, flow).
• Strong organisation, multitasking and operational delivery skills.
• Confident communicator across teams and stakeholders.
• KPI awareness with ability to support performance improvement.
• Understanding of health & safety and operational compliance.

Responsibilities

• Deliver a warm, seamless and personalised welcome to all guests across retail and spa.
• Ensure an elevated and consistent guest journey across reception, retail and treatment pathways.
• Oversee reception operations including bookings, check-ins, payments and daily scheduling.
• Maintain a calm, well-organised environment, anticipating guest needs and managing flow.
• Support service recovery with empathy, professionalism and discretion.
• Support the Spa Retail Manager in driving retail sales and achieving performance targets.
• Lead by example on the shop floor with strong product knowledge across all categories.
• Deliver exceptional client care through thoughtful cross-selling and curated recommendations.
• Manage daily retail operations including stock replenishment, VM standards, deliveries and stockroom organisation.
• Ensure accurate POS processes, cash handling and support stock counts and loss prevention.
• Maintain strong awareness of treatment schedules, protocols and room readiness.
• Coordinate with therapists to ensure smooth scheduling, flow and guest transitions.
• Support spa operations including waitlists, laundry flow, consumables and room setup.
• Act as shift lead, providing guidance, direction and real-time support to the team.
• Support onboarding and training of new team members in service standards and procedures.
• Supervise FOH retail colleagues and therapists to ensure consistency and clarity.
• Support the Manager with rota input, daily briefs, communication and team culture.
• Escalate performance or wellbeing concerns where appropriate.
• Monitor and communicate daily KPIs including conversion, ATV, UPT and occupancy.
• Identify opportunities to improve sales, guest experience and operational efficiency.
• Support weekly and monthly reporting requirements.
• Assist with delivery of retail events, seasonal launches and in-store activations.

Skills

Luxury retail

Spa environment

Guest experience

Team leadership

KPI awareness

Retail operations

Communication

Tools

POS systems

Stock management

VM standards

Job description

Bamford Spa at Brompton Cross in London is seeking an organised Spa Retail Supervisor to support the smooth day-to-day running of our retail and spa spaces. You will lead a small team, drive retail performance, and ensure a premium guest experience at every touchpoint.

You will oversee bookings, reception, stock, and treatment room readiness, maintaining Bamford standards while collaborating with the Spa Retail Manager. The role includes weekend work and a salary of £33,825 plus commission.