Leisure Services Agent-Sales

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.

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.

The Assistant Director of Leisure Services plays a vital role in the leadership of the Leisure Sales & Services department. Responsible for the day-to-day operations of the Leisure Services team, this position helps define and create the luxury guest experience customers expect when reserving their stay at Pinehurst through intentional touch points 90 days and 30 days prior to arrival. These touch points are designed to increase revenue, align Pinehurst’s services with our customers’ expectations and ensure we have all the available data to communicate with our guests throughout the customer journey to include pre-arrival, on-property and post-stay.

This position directly supervises 10-15 employees between HPSC & remote offices.

• Bachelor's degree and a minimum of 3 years’ related experience; or an equivalent combination of education and experience. Previous resort/hotel and Property Management system experience required. Revenue Management experience preferred.
• Strong working knowledge of Agilysys operating systems (Versa experience highly preferred).
• Excellent communication, leadership, organization, upselling, time-management and interpersonal skills.
• Strong organizational and time-management skills.
• Commitment to delivering a world-class guest experience aligned with the Pinehurst Resort standard of excellence.

• Manage day-to-day operations of the Leisure Services & Group Reservations staff with an emphasis on enhancing the guest experience through proactive guest interaction & communication
• Establish and maintain SOP’s & training program for Leisure Services agents.

Conduct monthly one-on-ones with direct reports, review scorecards, areas of strength and strategies for improvement.

Collaborate with the Supervisors to identify and conduct additional areas of individualized training to help team members achieve their benchmark goals.

Communicate guest expectations and needs through detailed comments and assigned tasks attached to the guest reservation.

Audit leisure services inbound and outbound calls weekly through Revinate to focus on data accuracy, quality communication and upselling skills. Monitor daily call reports to provide recommendations for proper staffing of Leisure Services & Group Reservation Coordinators based on inbound existing reservation calls & spa calls.

Interview & hire open  huddles two days per week focused on…