Job Description

CULTURE:

Join a team that's been welcoming guests for more than a century. At Pinehurst our Culture is critical to delivering a consistent guest, member and employee experience. Our Purpose is, “As the Cradle of American Golf, we honor timeless traditions and inspire legendary stories, one smile, one round, one moment at a time.” Our Values are; Genuine Hospitality, Be Trustworthy, Good Stewards and Inspired Innovation. If you’re seeking a heartfelt workplace then Pinehurst is the place for you. Every role contributes to upholding our treasured culture, performs their job duties consistently and handles other job duties as assigned in our ever-changing environment.

Serves as a key operational and strategic leader of the Spa, responsible for delivering exceptional guest experiences, driving financial performance, and developing a high-performing team across all Spa departments, including Massage, Esthetics, Salon, Attendants, and Spa Concierge.

EDUCATION and/or EXPERIENCE:
• Bachelor’s degree preferred
• Minimum 5+ years of progressive leadership experience in luxury spa, resort, or hospitality operations
• Proven success managing teams, driving revenue, and delivering elevated guest experiences
• Equivalent combination of education and experience may be considered

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Leadership & Operations
• Provide day-to-day leadership of Spa operations, ensuring seamless service execution and adherence to luxury service standards
• Directly oversee Spa Operations Supervisor and Spa Services Supervisor; build accountability and team performance
• Act as Spa Director in their absence, ensuring continuity of leadership and decision-making
• Foster a culture of excellence, professionalism, and engagement across all Spa teams
• Maintain a flexible schedule to support business needs, including evenings, weekends, and holidays
Guest Experience & Service Excellence
• Champion a best-in-class guest experience, proactively monitoring feedback and implementing service improvements
• Lead service recovery efforts and ensure consistent follow-through on guest concerns
• Establish and reinforce service standards through coaching and performance management
Financial & Business Performance
• Support achievement of Spa and property financial goals, including revenue growth, labor management, and expense control
• Manage inventory, retail performance, and operational expenses within budget
• Identify opportunities to enhance profitability through service optimization, retail strategy, and programming
Team Development & Talent Management
• Recruit, interview, and onboard top talent aligned with luxury service expectations
• Lead training, coaching, and development initiatives to elevate team performance
• Drive performance management processes, including feedback, corrective action, and recognition
• Ensure effective scheduling and payroll oversight to balance service demands and labor efficiency
Collaboration & Communication
• Partner across resort departments to ensure alignment and elevate the overall guest experience
• Lead departmental meetings and actively contribute to leadership, operational, and BEO meetings
• Maintain clear, consistent communication across all levels of the organization
Innovation & Growth
• Support development and execution of innovative Spa programs, offerings, and experiences
• Manage and enhance group and special event experiences to maximize guest satisfaction and revenue
• Partner on retail strategy, including product selection, placement, and sales initiatives

SUPERVISORY RESPONSIBILITIES:
Provides leadership and direction to Spa operations employees and supervisors; responsible for performance management, coaching, and team development.

LANGUAGE SKILLS:
Strong verbal and written communication skills with the ability to effectively engage guests, employees, and leadership teams.

MATHEMATICAL SKILLS:
Ability to analyze operational metrics, financial data, and performance indicators to support business decisions.

REASONING ABILITY:
Demonstrates strong problem-solving, decision-making, and organizational skills in a dynamic, service-driven environment.

PHYSICAL DEMANDS:
Regularly required to stand, walk, and communicate. Occasionally required to lift up to 30 pounds and perform physical tasks as needed. Reasonable accommodations may be made.

WORK ENVIRONMENT:
Primarily indoor environment within a luxury Spa setting, with varying temperatures and humidity levels.

Pinehurst, LLC reserves the right to transfer any Employee from his/her current job assignment or location to another job assignment or location as needed, either on a temporary or regular basis.