Director of Spa & Wellness Services

Description

ABOUT CHETOLA RESORT

For 180 years, Chetola Resort has offered guests a timeless mountain escape in the heart of the Blue Ridge Mountains. Serving as the gateway to beautiful Blowing Rock, North Carolina as a luxury haven where adventure meets tranquility, Chetola blends refined hospitality with immersive outdoor experiences—from Orvis®-endorsed fly fishing to award-winning dining, spa indulgence, and family-friendly recreation. Under new ownership, we are embracing an exciting new chapter rooted in thoughtful renewal, authentic elegance, and exceptional guest service. Blowing Rock boasts many of the most luxurious residences in all of the Carolinas, with an affluent clientele in a year-round destination.

THE ROLE

Chetola Resort is seeking a dynamic, strategic and hands-on Director of Spa & Wellness Services to lead and elevate our Spa and Wellness offerings and provide full operational oversight of our growing Chetola Amenity Club. This role is ideal for an experienced hospitality leader with a passion for guest service, a talent for team development, and a strong operational mindset. As a key leader, you will drive both guest satisfaction and revenue growth while elevating the spa into a premier destination for relaxation and rejuvenation and ensuring the Club remains a signature differentiator and vital asset to our resort and vacation rental program.

WHAT YOU’LL DO

Spa & Wellness Operations

• Lead all aspects of spa service delivery, ensuring exceptional, personalized guest experiences aligned with Forbes standards
• Oversee hiring, onboarding, training, scheduling, and performance management of spa staff and contractors
• Create staffing models aligned with demand, labor strategy, and associate well-being
• Monitor budgets, control costs, and identify revenue opportunities through packages, retail, and new offerings
• Design and evolve spa services in response to guest preferences, seasonality, and luxury wellness trends
• Partner with Sales, Marketing, and Guest Services to drive utilization and positioning of the spa as a destination experience
• Maintain exceptional standards of cleanliness, ambiance, music, lighting, scent, and presentation across all spa environments
• Manage inventory, vendor relationships, and supply ordering with strong cost control and brand alignment
• Ensure compliance with all licensing, safety, sanitation, and regulatory requirements

Chetola Amenity Club Oversight

• Provide strategic and operational leadership for the Amenity Club experience
• Oversee membership lifecycle including sales, renewals, policies, and member communication
• Partner with leadership to align Club strategy with Vacation Rentals and resort positioning
• Manage annual dues billing, rejoining protocols, late fee processes, and legal documentation with Finance and Legal
• Protect member value by enforcing policies, Resort Pass guidelines, and privilege access standards
• Maintain accurate membership data, reporting, and communications
• Evaluate and evolve member benefits, programming, and amenity strategy

Guest Experience & Service Delivery

• Champion a personalized, anticipatory service model for spa guests, Club members, and resort visitors
• Train teams on Forbes service behaviors including personalization, emotional connection, and service recovery
• Ensure seamless guest journeys from booking through arrival, treatment, transition spaces, and departure
• Oversee member and guest perks and ensure consistent execution across departments
• Establish service rituals, quality audits, and daily walkthrough standards
• Model calm, polished leadership presence and visible floor engagement

Requirements

ATTENTION TO DETAIL

At Chetola Resort & Spa, luxury is defined by consistency, environment, and thoughtful precision. As Director, you ensure the team delivers flawless execution across every guest moment:

• Treatment room readiness: Lighting, music, temperature, linens, and aromatherapy set consistently before every guest arrival
• Arrival experience: Warm greeting, seamless check-in, beverage presentation, and clear service transitions
• Guest personalization: Preferences documented, remembered, and referenced on return visits
• Retail presentation: Products faced, clean, labeled, and aligned with brand storytelling
• Environment standards: Relaxation areas quiet, organized, and refreshed continuously throughout the day
• Therapist presentation: Professional posture, polished uniforms, calm transitions between guests
• Service timing: Treatments begin and end on time without guests feeling rushed
• Back-of-house precision: Inventory organized, dispensary labeled, supplies stocked proactively
• Member experience consistency: Club privileges executed accurately without friction
• Forbes readiness mindset: Every space guest-ready at all times — never only when expected

ABOUT YOU

• Passionate about spa, wellness, and hospitality, with a sharp eye for both detail and strategy
• Inspires and leads diverse teams with empathy, clarity, and accountability
• Enjoys problem-solving, thrives in a fast-paced resort setting, and is deeply guest-focused
• Calm under pressure, highly organized, and attentive to detail
• Strong communicator with comfort in policy enforcement and operational decision-making
• Excited to shape a best-in-class spa and member club experience rooted in service, consistency, and growth

REQUIREMENTS

• 3+ years of leadership experience in spa, hospitality, or wellness operations
• Proven track record in managing people, operations, and financial performance in a hospitality or spa setting
• Familiarity with wellness/spa software and member management platforms
• Strong organizational, administrative, and technology skills; confident managing budgets, scheduling, and service standards
• Must be available to work evenings, weekends, and holidays as needed

WHY CHETOLA

• One of the largest private employers in the county with a dynamic work setting and strong potential for career growth
• Join a dedicated and growing team shaping the next era of a beloved mountain resort
• Contribute meaningfully to a culture rooted in connection, craftsmanship, and care
• Competitive salary and incentive opportunity
• Comprehensive benefits offered to full-time eligible employees, including health, dental, vision, supplemental coverage, PTO, and on-property perks

Chetola Resort is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable law.