Lead Ambassador-No. 8 Cottages-Full Time

Pinehurst Careers•Pinehurst, NC

6d•Onsite

About The Position

The Lead Ambassador serves as the primary operational leader and guest experience steward for The Cottages at Pinehurst No. 8. This role is responsible for overseeing daily cottage operations and leading the Ambassador team to ensure a seamless, elevated, and highly personalized guest experience from pre-arrival through post-departure. The Lead Ambassador acts as both a hands-on guest service expert and a frontline leader, ensuring all service standards are executed in alignment with Front Office Management direction and Pinehurst Resort goals.

Requirements

Associate’s degree and a minimum of three years of related hospitality or guest services experience required; or an equivalent combination of education and experience.
A valid driver’s license is required, along with successful completion of a pre-employment Motor Vehicle Report (MVR) and annual MVRs, according to company guidelines.
Follow safe, defensive driving practices at all times, obey all traffic laws, regulations, signals and markings, use a seat belt, and follow Company policies and procedures, including the Substance Abuse Policy.
Never drive while under the influence of drugs, alcohol or medications that may impair your ability to operate a vehicle safely, report any accidents immediately and cooperate fully with insurance claims investigations.

Nice To Haves

Prior leadership or supervisory experience is strongly preferred.

Responsibilities

Reports to the Front Office Manager and is responsible for leading, supporting, and coordinating the daily operations of the No 8 Cottages and the Ambassador team to ensure consistent, high-level guest service delivery.
Provide real-time coaching, guidance, and performance feedback to Ambassadors.
Assist in training new team members and reinforcing service standards, operational procedures, and brand expectations.
Serve as the primary on-site point of escalation for guest concerns and operational issues within The Cottages.
Ensure effective communication between the Ambassador team, Front Office Management, and all resort departments.
Oversee and actively participate in curating all aspects of the guest journey, from Pre-arrival communication through post-stay follow-up.
Maintain ownership of the departure experience, ensuring smooth farewell processes, folio review support, and guest departure logistics.
Respond promptly to guest concerns, ensuring timely resolution and follow-through.
Maintain consistent two-way communication with guests before, during, and after stays via phone, text and email.
Perform and oversee check-in and check-out procedures, ensuring information and billing accuracy
Monitor daily, weekly, and monthly cottage availability and assignments
Review upcoming arrivals in advance to ensure all golf, dining, spa, and other reservations are in place, and proactively identify VIPs, returning guests, and any special requests.
Create and distribute reports and templates identifying guest preferences, special needs, and operational priorities for departments.
Attend and contribute to scheduled meetings, committee functions, and special events as required.
Prepare in-cottage dining BEOs and actively participate in daily meetings with Event Services, Banquets, and Culinary teams. Serve as the primary point of contact and collaborate closely with department leaders across the resort.
Oversee ordering and inventory of amenities including food, beverages, retail items, welcome notes, and VIP gifts.
Collaborate with departments to design and execute unique cottage guest offerings, including customized experiences and banquet events.
Ensure accurate handling of guest belongings including golf clubs, luggage, laundry, umbrellas, vehicles, and personal items.
Serve as the communication hub between guests and resort departments, ensuring alignment of guest expectations and service delivery.
Review resumes, itineraries, and site visit information to anticipate guest needs.
Provide detailed information regarding resort amenities, activities, and surrounding area recommendations.
Promote a culture of professionalism, teamwork, and service excellence across the Ambassador team.
Ensure adherence to all resort policies, procedures, and service standards.