Director of Spa & Retail

As the Director of Spa & Retail, you are ultimately responsible for overseeing the spa and retail operations as well as the team to deliver an excellent Guest and Member experience. You will also be required to achieve revenue targets and manage customer feedback. Specifically, you will be responsible for performing the following tasks to the highest standards:

• Develop and implement business strategies for the spa and retail departments to meet financial and operational goals.
• Lead and inspire the spa and retail teams to uphold the brand s luxury standards and deliver outstanding guest experiences.
• Collaborate with other hotel departments to ensure spa and retail offerings align with the hotel s standard positioning and guest expectations.
• Oversee daily spa operations, including treatment scheduling, therapist performance, guest satisfaction and overall service quality.
• Develop innovative spa packages and promotions to attract local and international guests.
• Ensure all spa facilities are impeccably maintained and adhere to health, safety, and hygiene regulations.
• Manage inventory levels, merchandising and vendor relationships to optimize profitability.
• Drive retail sales through staff training, promotions, and guest engagement.
• Ensure the delivery of personalized and memorable guest experiences that reinforce the hotel's luxury standards.
• Actively engage with guests to gather feedback and address concerns promptly and professionally.
• Stay updated on market trends and guest preferences to continually enhance offerings.
• Prepare and manage the annual budgets for the spa and retail section including revenue, expenses, and labour costs.
• Analyse performance data, including guest satisfaction, sales and utilization, to identify growth opportunities.
• Implement revenue optimization strategies for spa treatments, memberships, and retail sales.
• Recruit, train, and mentor spa therapists, retail team members and support staff to build a skilled and motivated team.
• Conduct regular performance reviews and provide ongoing feedback to foster professional growth for Spa & Retail team.
• Organize team-building activities and incentive programs to maintain morale and productivity.
• Collaborate with the marketing team to promote spa services and retail products through digital, print and local partnerships.
• Ensure all promotional materials and in-house signage align with the hotel s luxury branding.
• Participate in community events and partnerships to position the spa and retail offerings as a leading destination in the market.
• Respond to audits to ensure continual improvement is achieved