Director of Spa & Retail | Waldorf Astoria Dubai Palm Jumeirah

Job Description - Director of Spa & Retail | Waldorf Astoria Dubai Palm Jumeirah (HOT0BXZI)

Overview

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.

Responsibilities

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

Qualifications

What will it be like to work for Hilton?

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 itsglobal 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.

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