The Spa & Retail Manager is responsible for overseeing the daily operations, retail performance, and overall guest experience of the Spa at El Encanto. This position ensures exceptional luxury service standards while driving retail sales, maintaining operational efficiency, and supporting the financial success of the department. With a strong emphasis on retail development, merchandising, inventory control, and revenue optimization, the Spa & Retail Manager leads the spa team in delivering personalized guest experiences while maintaining a welcoming, professional, and results-driven environment. MAIN DUTIES AND RESPONSIBILITIES: Spa Operation & Guest Experience - Oversee daily spa operations, ensuring seamless service delivery, operational efficiency, and adherence to El Encanto's luxury service standards.
- Maintain a consistent, personalized guest experience aligned with LQA standards and the property's service philosophy.
- Supervise spa reception, reservations, treatment scheduling, and daily operational activities.
- Monitor guest feedback, address service concerns, and implement improvements to enhance guest satisfaction.
- Ensure treatment rooms, retail areas, relaxation spaces, and spa facilities are maintained to the highest standards of cleanliness, presentation, and safety.
- Partner with hotel departments to coordinate guest experiences, special requests, and spa-related promotions.
Retail Management & Revenue Development - Lead all aspects of spa retail operations, including product assortment, merchandising, inventory management, and sales performance.
- Develop and execute retail sales initiatives to maximize revenue, average transaction value, and guest engagement.
- Maintain visually appealing retail displays, product presentations, and merchandising standards consistent with the luxury positioning of El Encanto.
- Manage retail inventory, including purchasing recommendations, product replenishment, stock rotation, inventory counts, and shrinkage prevention.
- Monitor retail sales trends, product performance, inventory turnover, and profitability to identify opportunities for improvement.
- Build relationships with retail vendors and skincare partners to support product education, promotional opportunities, and inventory needs.
- Train and coach team members on product knowledge, consultative selling, and appropriate retail recommendations.
- Collaborate with hotel leadership and Marketing to develop seasonal retail promotions, gift offerings, and revenue-generating initiatives.
Financial & Administrative Management - Monitor daily spa and retail revenue, departmental expenses, labor productivity, and operating performance.
- Support departmental budgeting, forecasting, expense management, and financial reporting in collaboration with hotel leadership.
- Track key performance indicators, including retail conversion, average retail transaction, treatment utilization, guest satisfaction, and revenue performance.
- Maintain accurate inventory, purchasing, scheduling, and operational records.
- Identify opportunities to improve departmental profitability through retail growth, cost controls, and operational efficiencies.
- Ensure compliance with company policies, applicable health and safety requirements, and established spa operating procedures.
Team Leadership & Development - Supervise, coach, and support spa reception, retail, and treatment team members to maintain consistent service and operational standards.
- Assist with recruitment, onboarding, training, performance evaluations, and corrective action processes in partnership with Human Resources.
- Prepare and manage team schedules based on business demand, service levels, and approved labor budgets.
- Establish clear performance expectations and reinforce accountability for guest service, retail sales, productivity, and operational procedures.
- Foster a positive, collaborative, and service-oriented team culture.
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