Job Description

1. Our Brand Mission & Culture

-

Nestled in Nashville's heart since 1910, "the Hermitage Hotel"--Nashville's original million?dollar landmark and the storied backdrop of generations of gatherings--continues to uphold its timeless motto: "Meet me at The Hermitage." A National Historic Landmark since 2020, our iconic Beaux Arts architecture connects history and modern luxury under one welcoming roof.

Guided by

Our Mission

--our commitment to exceptional hospitality through highly personalized service delivered by exceptional staff--and shaped by six core values, we set the gold standard across luxury hospitality:

Excellence

- we continually raise the bar, surprising and delighting guests with poise and polish.

Accountability

- we take ownership of our goals, informed decisions, and guest satisfaction.

Integrity

- we act with consistent character, in every interaction, whether seen or unseen.

Teamwork

- we support one another in service, honesty, and respect, attending thoughtfully to every guest and teammate.

Tradition

- we honor the hotel's legacy by ensuring our historic reputation grows brighter.

Community

- we are invested in Nashville's well-being and continue our role in civic enrichment.
Our century?plus evolution includes a respectful 2021-2022 restoration that refreshed our 122 suites while preserving arresting features like the marble lobby and stained-glass ceiling--alongside the debut of refined dining experiences shaped by Michelin-starred Chef Jean-Georges Vongerichten.

Why you'll thrive here:

When you join us, you become part of a team committed to preserving a cherished landmark and shaping its future--offering competitive wages, comprehensive benefits, and a professionally rewarding environment where growth, collaboration, and pride in legacy go hand in hand.

2. Position Overview:

As Retail Store Manager of The Hermitage Hotel's Rose Boutique, you lead boutique operations, coach the team, and ensure every guest engagement reflects the hotel's legacy of refined service and storytelling. You drive performance through exceptional leadership, high-touch hospitality, and a commitment to preserving the boutique's historic and cultural heritage.

3. Key Responsibilities

Leadership, Guest Experience & Service Excellence

Lead by example in delivering poised, polished, and highly personalized service that reflects Forbes Five-Star-aligned standards. Coach, train, and mentor boutique associates to uphold luxury service principles, storytelling, and guest engagement etiquette. Resolve guest concerns with diplomacy, discretion, and solution-oriented grace. Maintain a visible presence on the sales floor, ensuring every interaction demonstrates warmth, confidence, and tailored professionalism. Champion experiential retail moments that deepen emotional connection to the boutique and hotel brand.

Sales Strategy, Clienteling & Revenue Management

Oversee daily, weekly, and monthly boutique performance, driving revenue through strategic planning and clienteling excellence. Guide associates in building and maintaining client profiles, managing outreach, and driving return visits through thoughtful follow-up. Analyze sales trends, product performance, and inventory movement to identify opportunities for growth and refinement. Lead boutique appointments, VIP engagements, and private shopping experiences with impeccable presentation and service. Collaborate with hotel leaders to support cross-departmental revenue initiatives, events, and partnerships.

Omnichannel Operations & Order Fulfillment

Manage all POS, CRM, and digital retail platforms to ensure accurate transaction processing and reporting. Oversee fulfillment of in-room, on-property, and online orders, maintaining luxury packaging, presentation, and brand standards. Partner with concierge, front office, and shipping teams to coordinate seamless delivery experiences for hotel guests and external clients. Ensure compliance with financial controls, daily reconciliation, and proper handling of payment methods.

Visual Merchandising, Inventory Management & Operational Excellence

Maintain Rose Boutique's visual identity through strategic merchandising, seasonal remerchandising, and impeccable presentation. Conduct all inventory management activities including ordering, receiving, cycle counts, and annual inventory with strict accuracy. Forecast product needs, collaborate with vendors, and recommend curated additions aligned with guest preferences and brand identity. Ensure boutique readiness through daily opening/closing procedures, system preparation, cleanliness standards, and operational discipline. Support hotel events, activations, and photo opportunities requiring boutique merchandise or displays.

Cross-Department Collaboration & Brand Stewardship

Build strong relationships with hotel departments including concierge, events, food & beverage, rooms, and marketing to create seamless guest journeys and coordinated experiences. Represent Rose Boutique and The Hermitage Hotel with polished professionalism during meetings, trainings, and hotel initiatives. Uphold and communicate the brand's historical narrative, luxury positioning, and cultural significance through consistent storytelling and refined presentation. Execute strategic initiatives and boutique projects with discretion, efficiency, and adaptability.

4. Qualifications & Requirements

Required Experience & Skills

Minimum 3-5 years of luxury retail management experience; boutique hotel, designer brand, or heritage retail experience preferred. Proven success in sales leadership, team development, and client relationship strategy. Proficiency with POS systems, CRM/clienteling platforms, and Microsoft Office Suite. Fluent in English (verbal and written); multilingual abilities highly valued (Spanish, French, Arabic, Mandarin, etc.). Ability to work evenings, weekends, holidays, and peak hotel periods based on operational needs. Must be 18 years of age or older.

Soft Skills & Behavioral Competencies

Leadership Presence:

Confident, polished, and able to inspire excellence in others.

Interpersonal Awareness:

Tailors communication with grace impeccable soft skills.

Strategic Thinking:

Anticipates needs, evaluates data, and makes informed decisions.

High-Touch Communication:

Uses personalization, names, and refined etiquette to elevate engagement.

Discretion & Integrity:

Handles confidential, VIP, or sensitive interactions with unwavering professionalism.

Operational Precision:

Maintains meticulous standards in inventory, presentation, and financial accuracy.

Team Collaboration:

Works harmoniously with internal departments to deliver unified luxury experiences.

Preferred Qualifications

Previous experience in store management, associate store management, or assistant store management within a luxury or boutique retail environment is highly preferred. Experience with high-end clienteling platforms and retail analytics tools. Background in historic, cultural, or heritage-inspired retail settings. Strong visual merchandising capabilities and refined aesthetic sensibility. Prior experience in luxury hospitality or Forbes Five-Star-aligned service environments.

5. Why This Role Shines at The Hermitage Hotel

As Retail Store Manager of The Hermitage Hotel's Rose Boutique, you lead the creation of a refined, culturally rich guest experience within Nashvilles most iconic luxury setting. You guide the team with poise, elevate service through thoughtful storytelling, and uphold the hotels legacy of excellence, integrity, tradition, and community. In this role, you don't simply manage a boutique; you help craft meaningful moments that ensure every guest feels they've truly "met me at The Hermitage."

6. Benefits

At The Hermitage Hotel, we value our team members and offer a comprehensive benefits package to support your well-being and professional growth for Full Time Employees:

Health & Wellness:

Affordable health, dental, and vision insurance, with options to extend coverage to spouses, children, or domestic partners.

Financial Security:

Company-provided life insurance and a 401(k) plan with a 3% annual match.

Work-Life Balance:

Paid time off starting at 15 days per year after initial 90 day probationary period, increasing with tenure up to 30 days per year.

Employee Support:

Access to mental and behavioral health services, telehealth consultations, and an employee assistance program.

Additional Perks:

Complimentary meals in the employee cafeteria, subsidized on-site parking, and generous discounts at our retail and restaurant outlets.

Professional Development:

Ongoing education support, including industry training.

Exclusive Rates:

Special hotel rates for employees and discounted rates for friends and family.

7. Schedule:

Must be available for Weekends/ Holidays Morning/Day/Night Shifts Shift Length 8 (+) Hours Full Time range up to 40(+) Hours per week Location: In Person

8. Compensation

Salary starting at

$55,000 annually

Paid Biweekly

NOTICE

It is the policy of The Hermitage Hotel to employ the most qualified individuals. Promotion from within will be given priority whenever possible thus providing for growth, advancement, and increased responsibility for employees. All candidates are required to pass a pre-employment drug screen and criminal background check prior to beginning employment.

EQUAL OPPORTUNITY EMPLOYER

The Hermitage Hotel is an equal opportunity employer and does not discriminate against associates or job applicants on the basis of race, religion, color, sex, age, national origin, disability, veteran status, or any other condition protected by applicable state and federal laws, except where a bona fide occupational qualification applies.

Pay: From $55,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance
Work Location: In person