Wellness & Retail Lead

The Retail & Wellness Lead will oversee all Lobby Retail operations and Spa & Wellness reservations. This role will be responsible for guest retail experience, spa & wellness reservations process, ensuring inventory stays on par based on demand, maintaining of the boutique on a daily basis, driving sales and increasing profitability. The ideal candidate will have a working knowledge of sales, staff training, merchandising, ordering and inventory as well as strong people-skills. 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Collaborate with leadership of Spa, Wellness, Operations, Golf, and Tennis in promoting sales efforts across all departments - Conceptualize, explore and develop new retail experiences for all departments.
• Responsible in booking requests for Spa and Wellness, Golf, and Tennis and inputting reservation details in Book4Time.
• This role is responsible in ensuring proper billing on guest folios for Retail, Spa and Wellness, Golf, and Tennis.
• Perform inventory monthly to ensure appropriate merchandise levels in stock and work with Retail Manager on necessary purchase needs.
• Conduct and control monthly inventory and manage any restocking effort
• Participate in development of any Sensei Boutique projects, assist Experience Specialists in the Boutique, and offer assistance to guests in all areas of the Retreat.
• Provide high level guest experience through gracious service, product knowledge and Sensei service standards.
• Participate in and actively engage in all spa product training & development efforts with Spa, Wellness, Fitness, Operations, Golf, and Tennis.
• Supervise Experience Specialist employees working in the Boutique, providing training and mentorship to optimize productivity and increase sales.
• Work with the Experience and Operations Managers to train and regularly evaluate team performance to ensure Sensei brand and service standards are met at all times.
• Run weekly and monthly sales report reflecting performance analysis.
• Respond to Boutique related guest feedback in a prompt and professional manner, resolve issues in a manner that exceeds expectations.
• Foster and promote a healthy, cooperative working climate to maximize productivity and team morale.
• Lead by example with the ability to mentor and inspire.
• Integrate Sensei Culture throughout all aspects of the Boutique operations.
• Maintain and demonstrate a strong commitment to ensure employees are well cared for in their daily work and that wellbeing activities and opportunities for growth are provided.
• Uphold compliance with all legal, health, and safety guidelines.
• Understand the Sensei mission, philosophy and brand standards and develop a team culture around the core company mission.
• Maintain and monitor execution and follow-through of agreed upon daily, weekly, monthly and quarterly communication meetings and resulting action items and initiatives as directed by the Director of Operations and General Manager.
• Leadership – Maintain a positive, upbeat role, promote and exemplify Company values and represents departmental objectives and interests to internal and external customers.
• Customer Service – Follow up on complaints, questions, and concerns; respond to internal/external customer needs in a friendly, timely and efficient manner.
• Teamwork - Develop and promote teamwork and cooperation among co-workers.
• Safety – Comply with established safe work practices and attend to all safety-related training provided or made available by the Company.
• Due to the intimate nature of the resort with limited number of guests on property, must assist teams laterally across all departments to lead a seamless guest flow throughout the different resort spaces.
• Other duties as assigned by the Director of Rooms, Hotel Manager and General Manager.

Qualifications

Education and/or Experience

• Associate Degree or bachelor’s degree in relevant field preferred
• 5 years of experience as retail manager, preferably in a luxury environment
• Resort, Spa, Wellness, or Hospitality management or supervisory experience
• Must be able to demonstrate hospitality, professionalism, prompt and courteous service, positive demeanor in stressful situations, and attention to detail at all times
• Strong style sense and an eye for merchandising
• Familiarity with data analysis and customer traffic principles
• Ability to meet demands and deadlines and to be efficient and productive in a dynamic environment
• Excellent customer service skills and adept at problem solving
• Strong organizational, computer and lead