Spa & Retail Manager

About the role

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.

Responsibilities

• 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.
• 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.
• 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.
• Aid in 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.
• Maintain inventory controls and support loss prevention initiatives.
• Maintain operational policies, procedures, and spa Standard Operating Procedures (SOPs).
• Support onboarding, training, compliance, and performance management programs.
• Utilize spa management systems and reporting tools to measure operational effectiveness and business performance.
• Directly supervise Spa Concierge Associates, Spa Attendants, Licensed Therapists, Estheticians, Nail Technicians, and other assigned spa personnel.
• Interview, hire, train, schedule, coach, discipline, perform evaluations, recognize, and develop employees in accordance with company policies and applicable employment laws.

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

• 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.

Compensation

$70,500.00 - $80,000.00 per year. Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.

Benefits

Pyramid Global Hospitality offers a comprehensive benefits package that includes:

• Health insurance
• Retirement savings plan
• Flexible spending accounts
• Employee assistance program
• Comprehensive training and development programs
• Professional networking opportunities
• Regular team-building activities
• Opportunities for career advancement

Schedule

This position requires flexibility to work evenings, weekends, holidays, and special events as needed.