Spa & Retail Manager

Spa & Retail Manager

Pyramid Global Hospitality is a leading hospitality management company with a portfolio of more than 200 hotels and resorts and over 18,000 associates across the United States, Caribbean, and Europe. Our platform includes Benchmark Resorts & Hotels, a collection of distinctive independent properties; Axiom Hospitality, our European hotel management company; and PYRAMIDWORKS, which provides integrated workplace and facilities services. With corporate offices in Boston, The Woodlands, Texas, and London, Pyramid combines global scale with a hands-on approach focused on exceptional service, operational excellence, and long-term partnerships.

At Pyramid, our people are at the heart of everything we do. We are committed to creating an environment where associates are respected, supported, and empowered to grow their careers. Team members have the opportunity to collaborate directly with experienced leaders, take on meaningful stretch assignments, and gain exposure to a diverse portfolio of properties, brands, and markets. Whether you are beginning your hospitality career or bringing years of experience, you'll find opportunities to learn, develop, and make an impact.

Our commitment to associates, guests, owners, and the communities we serve has helped make Pyramid and our properties among the most recognized in hospitality. From being named among the best places to work by respected publications such as USA Today, The Boston Globe, and The Houston Chronicle to earning top travel accolades from Travel + Leisure, Cond Nast Traveler, Forbes Travel Guide, and U.S. News & World Report, these recognitions reflect the culture, service excellence, and commitment to people that define the Pyramid experience.

Welcome to The Mission Inn Hotel & Spa, a legendary property in the Pyramid Global Hospitality portfolio located in the heart of Riverside, California. Featuring 238 guest rooms and over 160,000 sq ft of meeting and event space, this AAA Four-Diamond, National Historic Landmark spans an entire city block and offers a truly unique and dynamic environment for hospitality professionals.

At The Mission Inn Hotel & Spa, we are proud to deliver exceptional service within a setting rich in history and architectural beauty. As a member of our team, you'll be part of a community-driven environment where collaboration and connection are at the core of everything we do. Our work is purpose-driven, rooted in preserving the legacy of this iconic property while creating meaningful experiences for every guest.

We offer a wide range of opportunities across multiple departments, including guest services, food and beverage, housekeeping, sales and events, and more. Whether you are beginning your career or looking to grow within the industry, you'll find a supportive culture where your contributions are impactful and recognized.

Joining our team means becoming part of a people-first culture where your development and success are a priority. If you're ready to build your career at an iconic destination known for its history, scale, and influence, we invite you to explore opportunities at The Mission Inn Hotel & Spa and apply today.

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.

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.

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 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.

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