Retail Operations Team Lead - Bamford Wellness Spa

at  Bamford Collection

Hosting, Service and Guest Experience

• Leading by example, ensure all Retail provide a 5-star, exceptional guest journey and looking after their general well-being
• Provide clear direction and navigation to all classes, services and treatments
• Promptly respond to all guest enquiries via phone/email/online booking system, supporting all team members with any queries
• Always maintain confidentiality in relation to guest bookings and personal information, following the data protection policy (please ask management for more information)
• Ensure accuracy when charging guests for any appointments, products and services
• Ensure all guests are aware of amendment or cancellation booking policies
• Rebooking all guests for their next visit and supporting them in their treatment needs by offering them informed and genuine advice
• Always offer guests the Bamford gift wrapping service
• In absence of management, be the first port of call to professionally deal with all guest feedback or complaints immediately, only escalating matters to management when require

Retail Sales and Product Knowledge

• To have a full understanding of the Bamford product range, class and treatment offerings, to pro-actively sell and provide accurate information to all guests and team members
• Actively contribute in every team meeting and other brand initiatives to develop guest journey, spa services and team morale
• Take a positive and leadership approach on current offers, sales promotions, and incentives set by management to drive revenu

ABOUT THE ROLE

As our Retail Operations TL for our Wellness Spa in the Cotswolds, you will play a pivotal role in delivering a 5-star luxury guest experience. Leading by example, you will ensure all aspects of the guest journey are seamless—from providing clear guidance on classes and treatments to managing bookings and offering personalized product recommendations. You’ll also oversee daily operations, from spa opening and closing procedures to inventory management, cash handling, and retail performance. With a focus on guest satisfaction and team collaboration, you’ll be instrumental in maintaining the spa’s exceptional standards and fostering a positive environment for both guests and staff.

RESPONSIBILITIES

Hosting, Service and Guest Experience

• Leading by example, ensure all Retail provide a 5-star, exceptional guest journey and looking after their general well-being
• Provide clear direction and navigation to all classes, services and treatments
• Promptly respond to all guest enquiries via phone/email/online booking system, supporting all team members with any queries
• Always maintain confidentiality in relation to guest bookings and personal information, following the data protection policy (please ask management for more information)
• Ensure accuracy when charging guests for any appointments, products and services
• Ensure all guests are aware of amendment or cancellation booking policies
• Rebooking all guests for their next visit and supporting them in their treatment needs by offering them informed and genuine advice
• Always offer guests the Bamford gift wrapping service
• In absence of management, be the first port of call to professionally deal with all guest feedback or complaints immediately, only escalating matters to management when required

Spa Systems and Operations

• Responsible for leading the opening and closing spa procedures, including standard checks, daily briefs, and ‘End of Day’ reporting tracker
• Upon opening the spa, ensure the morning brief is filled in by management if on duty or by yourself if alone
• Ensure the completion of the ‘Daily Task’ list as directed by Management
• Responsible for cash management including opening and closing tills, and banking at the end of every shift – following all SOP’s
• Managing the retail area alongside your team, including stock management, visual merchandising support and following all SOP’s

• Maintain all spa and IT equipment, and report any maintenance requirements to managementTake responsibility in the absence of management; be the first port of call to calmly and professionally deal with all staff issues, including sickness, and arranging alternative cover, or re-scheduling classes or treatments

Retail Sales and Product Knowledge

• To have a full understanding of the Bamford product range, class and treatment offerings, to pro-actively sell and provide accurate information to all guests and team members
• Actively contribute in every team meeting and other brand initiatives to develop guest journey, spa services and team morale
• Take a positive and leadership approach on current offers, sales promotions, and incentives set by management to drive revenue

Stock and Standards

• Responsible for receiving deliveries, un-packing, ticking off, and updating the system to maintain inventory control records
• Stock take management and ensuring all cycle count are done regularly.
• Investigation and resolution for discrepancies.
• With forensic attention to detail, responsible for leading replenishment, cleanliness, and handling of all stock and testers within the reception and retail areas
• Ensure all merchandising guidelines are adhered to within the reception and retail areas
• Maintain all communal guest areas as well the back-of-house staff areas
• Work to the relevant Health and Safety standards, escalating any concerns to management

Team work

• Assist all FOH, therapists and Retail Team with their sales.
• Support new starters with product, treatment and spa operational knowledge
• Take responsibility for yours and the teams health and safety whilst on shift
• Contribute in team meetings and share initiatives to help improve the guest journey
• Build rapport with all members of the Bamford and Daylesford sites, including head office members, to encourage good working relationships