The Director of Spa & Retail is responsible for overseeing the strategic planning, operations, and profitability of the hotel’s spa and retail section. This leadership role focuses on delivering exceptional guest experiences, driving revenue growth, managing a high-performing team and ensuring the spa and retail offerings align with the hotel’s luxury standards.

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What will I be doing?

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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:

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

What are we looking for?

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As the Director of Spa & Retail serving Waldorf Astoria Hotels and Resorts brand is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

\n\nBachelor’s degree in Hospitality Management, Business Administration, SPA Management or a related field. Advanced certifications in spa or wellness management are a plus.\nMinimum of 5-7 years of progressive leadership experience in a spa and/or retail operations, preferably in a luxury hotel environment.\nProven track record of achieving financial targets and delivering exceptional guest experiences.\nStrong leadership and team management skills.\nExcellent communication, interpersonal and guest luxury service skills.\nFinancial acumen with experience managing budgets, P&L statements, and forecasting.\nCreativity and an eye for detail in curating unique spa treatments and retail selections.\nAbility to stay updated with industry trends, wellness innovations, and luxury retail developments.\nA proven ability to work under pressure, manage multiple priorities, and maintain attention to detail.\nHighly organized and proactive with a passion for luxury hospitality.\nCollaborative mindset with a leadership style that inspires trust and excellence.\nImpeccable professionalism and a warm, engaging personality.\n\n

What will it be like to work for Hilton?

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Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands.  Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day and our amazing Team Members are at the heart of it all.