Spa & Retail Manager

BENCHMARK; United States; On-site; USD 70,500 - 80,000; Full time

Job summary

Mission Inn Hotel & Spa is seeking a Spa Manager & Retail Buyer to lead daily spa operations, guest experiences, and the boutique buying program. You will drive merchandising across skincare, wellness, apparel, gifts, and luxury products while partnering with hotel leadership on promotions and events.

You will recruit, develop, and supervise spa staff, manage inventories, and monitor financial performance to maximize profitability.

Qualifications

• Minimum 3–5 years of progressive leadership experience in spa, wellness, luxury hospitality, or resort operations.
• Minimum 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 POS systems.
• Demonstrated ability to lead and motivate teams in a fast-paced hospitality environment.
• Excellent communication and organizational skills; strong financial and analytical capabilities.

Responsibilities

• Oversee daily spa operations and guest experience to ensure exceptional service delivery.
• Recruit, train, coach, and develop spa staff and concierge teams.
• Develop and execute spa retail merchandising strategy across product categories; negotiate with vendors.
• Assist with budgets, forecasts, and monthly financial reviews; monitor profitability and costs.
• Maintain SOPs, records, and reporting; ensure compliance with policies and health regulations.

Skills

Leadership

Retail buying

Spa management

Budgeting

Staff development

Communication

Analytical skills

MS Office

Tools

POS systems

Spa management software

Job description

Position Summary

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.

Essential Functions

Spa Operations & Guest Experience
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.

Team Leadership & Development
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.

Retail Buying & Merchandising
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.

Financial Management
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.

Administrative Responsibilities
Maintain operational policies, procedures, and spa Standard Operating Procedures (SOPs). Ensure accurate record‑keeping, 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.

Supervisory Responsibilities
This position directly supervises Spa Concierge Associates, Spa Attendants, Licensed Therapists, Estheticians, Nail Technicians, and other assigned spa personnel. Responsibilities include interviewing, hiring, training, scheduling, coaching, discipline, performance management, recognition, and employee development in accordance with company policies and applicable employment laws.

Qualifications

Required Qualifications

• 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.

Preferred Qualifications

• 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.

Work Requirements

This position requires frequent standing, walking, bending, reaching, and movement throughout the spa and retail environments. The individual must be able to lift, carry, and move merchandise, supplies, and equipment weighing up to 25 pounds on an occasional basis. Work is performed in spa, retail, administrative, and public guest environments. The role requires the ability to respond effectively to guest and operational needs in a dynamic hospitality setting while maintaining a professional appearance and demeanor consistent with Mission Inn Hotel & Spa and Pyramid Global Hospitality standards.

Mission Statement

Mission Inn Hotel & Spa is committed to delivering exceptional hospitality experiences through luxury service, wellness excellence, and memorable guest interactions. The Spa Manager & Retail Buyer plays a critical role in supporting this commitment while enhancing both the spa operation and boutique retail experience.

Compensation

$70,500.00 - $80,000.00

Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.