Retail Coordinator

Hourly

Highgate Hotels

Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America.

With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value.

With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands. www.highgate.com

Location

Located in the exclusive Nob Hill neighborhood and in the process of going through a complete reimagination, The Huntington provides guests with modern amenities and conveniences within a historic space. Guests can enjoy fine dining, a three level spa, beautiful rooms and suites as well as meeting and event spaces without ever leaving the property. The Huntington provides guests with the best location and amenities San Francisco has to offer.

Overview

The Retail Coordinator manages spa retail operations and assists with front desk activities to deliver an exceptional, luxurious guest experience. This role oversees merchandise strategy, visual presentation, inventory management, and front desk operations while supporting spa staff and ensuring brand standards. The Coordinator is responsible for driving retail revenue, enhancing the guest journey, and maintaining a polished, high-end environment.

Responsibilities

• Welcome and greet all spa guests warmly, providing a polished and professional first impression.
• Check guests in and out efficiently, including handling spa appointments, memberships, and payments.
• Answer phone calls, emails, and inquiries promptly and courteously.
• Provide detailed information about spa services, treatments, packages, and promotions.
• Escort guests to locker rooms, relaxation areas, and treatment spaces when needed.
• Anticipate guest needs and resolve concerns promptly to ensure a seamless, elevated experience.
• Manage all retail operations within the spa, including merchandise presentation, inventory, and product replenishment.
• Ensure displays are visually appealing, aligned with brand standards, and well-stocked at all times.
• Guide guests in product selection, upselling treatments, and recommending spa merchandise.
• Track sales trends, monitor product performance, and assist with promotions or seasonal campaigns.
• Maintain accurate inventory records, assist with purchase orders, and ensure proper handling of deliveries.
• Train spa staff on product knowledge, retail presentation, and guest engagement techniques.
• Support front desk staff in scheduling, check-in/out procedures, and service coordination.
• Provide coaching and mentoring to new team members on both retail and front desk operations.
• Assist Spa Management Team with daily briefings and operational communications.
• Handle cash, credit card, and POS transactions accurately.
• Maintain accurate records of retail sales, appointments, memberships, and guest preferences.
• Support reporting and analysis of retail performance, guest feedback, and front desk operations.
• Assist with daily opening and closing procedures for both retail and front desk areas.
• Maintain cleanliness and organization of retail, front desk, and guest-facing areas.
• Follow all health, safety, and brand standards.
• Protect guest information and ensure secure handling of payments and sensitive data.
  
  

Qualifications

• Previous experience in luxury spa, hospitality front desk, and/or retail operations.
• Strong customer service and sales skills, with the ability to upsell and drive revenue.
• Excellent communication, organizational, and multitasking abilities.
• Proficiency with POS and spa management software (e.g., SpaSoft, Book4Time, Mindbody).
• Polished, professional appearance and demeanor.
• Flexible availability including evenings, weekends, and holidays.
• Warm, engaging, and intuitive service approach.
• Detail-oriented and highly organized.
• Confident in recommending products and services to guests.
• Team-oriented, proactive, and professional.
• Committed to maintaining a serene, elevated, and luxurious spa environment.