Luxury Head Spa, Retail & Guest Experience Manager

Job Description

Job Description

About the role

We are looking for a leader who enjoys developing people, creating exceptional guest experiences and building high performing teams. If you've managed a salon, spa, wellness clinic, luxury retail store, boutique hotel, hospitality business or premium service environment, this role may be an excellent fit.

Perfect for candidates with experience in: salons, spas, beauty retail, esthetics, luxury hospitality, boutique hotels, wellness clinics, concierge services or premium customer service.

Lead the guest experience, the retail business and the team behind both

ROOT Head Spa is creating a new standard for scalp health, restorative care, modern hospitality and professional home care.

We are looking for a Luxury Head Spa, Retail and Guest Experience Manager who can lead the business, protect the guest journey, grow retail performance and help a developing team become stronger.

You will be present in the operation, understand what is happening across the entire guest journey and create the systems, coaching and accountability the team needs to succeed. At ROOT, leadership does not compete with the team for personal sales. A manager's success is reflected in the health of the location and the performance, confidence and consistency of the people they develop.

Required qualifications

• Legally authorized to work in the United States.
• Previous management experience in a salon, spa, wellness, hospitality, beauty retail or service-based business.
• Strong scheduling, labour-planning and operational skills.
• Experience leading retail performance and product education.
• Experience coaching service and sales behaviours.
• Ability to interpret financial and operational indicators.
• Availability for weekends, evenings and opening-period needs.
• Strong guest-recovery and conflict-resolution skills.
• Working knowledge of workplace safety and sanitation expectations.
• Comfortable holding the team accountable to service, hospitality, retail and rebooking goals.

Preferred experience and assets

• Strong experience with Zenoti or other salon booking software, including booking, point-of-sale, inventory and reporting.
• Professional haircare or scalp-care product knowledge.
• Salon, spa or wellness-management experience.
• Beauty retail, luxury retail or specialty-store leadership.
• Experience opening or growing a new location.
• Membership, package or recurring-revenue experience.
• Inventory management, forecasting and ordering experience.
• Training, education or team-development experience.

This job may be for you if...

You feel proud when your team succeeds. You enjoy helping people become more capable, confident and consistent.

You are calm, confident and emotionally steady. You bring enough enthusiasm to motivate the team without creating confusion or pressure.

You believe retail can be an extension of professional care when recommendations are thoughtful and appropriate. You enjoy looking at numbers, but you also understand the human behaviours behind those numbers.

What you will do

• Lead the daily operation and protect the complete guest journey.
• Manage staffing, scheduling, labour deployment and appointment flow.
• Review revenue, utilization, rebooking and second-visit completion.
• Lead retail performance and product education.
• Set expectations for consultative, pressure-free selling.
• Review retail sales, product mix, inventory turnover and back-bar usage.
• Maintain retail displays, merchandising and product-launch standards.
• Coach Hosts, Guides, Artisans, Specialists and Attendants.
• Lead huddles, one-to-one meetings and performance discussions.
• Maintain technical, hospitality, sanitation and safety standards.
• Review guest feedback and manage service recovery.
• Oversee booking-software accuracy, reporting and operating procedures.
• Support recruitment, onboarding, training and succession planning.
• Communicate clearly with ownership and senior leadership.
• Maintain a respectful, accountable and growth-minded culture.

Retail leadership

• Ensure every appropriate role receives ongoing product education.
• Coach the team on consultation and recommendation skills.
• Monitor retail performance by role and location.
• Identify missed opportunities without encouraging pressure tactics.
• Maintain inventory accuracy and product availability.
• Review back-bar usage and product variances.
• Support launches and merchandising.
• Address inappropriate or inaccurate product claims.
• Connect retail results to guest retention and treatment plans.

Hospitality leadership

The Manager protects how ROOT feels. You will coach tone, body language, guest recognition, transitions and service recovery.

You should be able to identify when the team is technically completing tasks but emotionally missing the guest. Hospitality must be visible in every department - not only reception.

How performance is measured

• Location and retail revenue.
• Revenue per guest and product mix.
• Membership and package performance.
• Utilization, capacity and labour performance.
• Guest satisfaction, rebooking and completed second visits.
• Service-quality consistency and guest-concern resolution.
• Inventory accuracy and reporting.
• Team training completion, development and retention.
• Readiness for growth or future locations.

Growth, Recognition & Career Development

At ROOT, we believe professional growth begins with personal growth.

We are committed to creating an environment where people feel supported, challenged and inspired to become the best version of themselves. Through continuous learning, meaningful feedback and shared experiences, we help our team members build confidence, develop mastery and grow as both professionals and people.

Our growth bands provide a visible pathway for development, recognizing growth in skill, contribution, leadership and guest care. Our goal is to help you build a meaningful career, not just hold a position.

Join ROOT

Every great guest experience begins with the right team. It begins with people like you.

Immediate openings are available. Paid training begins this summer, with our Los Angeles location opening in early fall.

We are ready to meet you.

About ROOT

At ROOT, we believe caring for others begins by caring for the people who make that experience possible.

Inspired by the Japanese philosophy of pause and presence, ROOT was created as a place where guests can slow down, reconnect and return to self. We often describe our experience simply: inhale, exhale. Every detail, from the welcome they receive to the treatment they experience, is designed to help guests leave feeling lighter, calmer and more connected than when they arrived.

We believe that same philosophy should exist behind the scenes.

Our team is rooted in continuous learning, meaningful relationships and professional growth. We believe in recognizing people who demonstrate curiosity, consistency, kindness and a commitment to excellence. As ROOT grows, we want our team members to grow with us through clear opportunities for learning, increased responsibility and career development.

If you are looking for more than your next job, we would love to meet you.