JOB TITLE: EXECUTIVE DIRECTOR OF SPAS AND SALONS
DEPARTMENT: HOTEL
JOB SUMMARY:Reporting to the General Manager for the Guitar Hotel, the Executive Director of Spas and Salons is responsible for developing, leading, and maintaining two world-class spa and salon operations - located at the Guitar Hotel and Resort Hotel - that deliver an experience in line with the nation's most recognized luxury spa brands at Hard Rock Hotel & Casino Las Vegas.
The Executive Director of Spas and Salons drives strategic initiatives, establishes service and operational standards, ensures regulatory compliance, and leads a high-performing team focused on delivering exceptional guest service and a luxurious, immersive spa experience. Spa and wellness are a core pillar of the property's Forbes Travel Guide Five-Star journey: the Executive Director is accountable for delivering the spa and wellness experience across both spas as one seamless guest journey, meeting Forbes Five-Star standards at arrival, treatment, and departure.
RESPONSIBILITIES:- Operate in full alignment with Hard Rock Hotel & Casino Las Vegas policies and all applicable Nevada regulations.
- Develop short- and long-term strategic business plans to position both spas as premier luxury offerings.
- Oversee establishment of treatment menus, pricing structure, service delivery standards, and operating procedures to maximize profitability and guest satisfaction.
- Create and maintain all written SOPs, including POS operations, cash handling, inventory control, cleanliness standards, timekeeping, guest preference systems, and software usage.
- Ensure spa operations support and enhance Hard Rock's brand identity and hospitality philosophy.
- Prepare accurate revenue projections and develop annual operating and capital budgets.
- Assume full responsibility for both spas' Profit & Loss performance, providing monthly reviews with the General Manager for the Guitar Hotel and the Vice President of Resort Operations.
- Maximize treatment and retail revenue through strategic sales initiatives, treatment enhancements, and retail merchandising.
- Analyze daily, weekly, and monthly reports to identify trends, opportunities, and areas needing improvement.
- Build and sustain a service culture dedicated to luxury hospitality, guest personalization, and excellence.
- Monitor guest feedback through surveys, social platforms, and internal channels; adjust operations accordingly.
- Investigate and resolve guest concerns to protect guest satisfaction and brand reputation.
- Ensure timely and professional delivery of all spa services, with a focus on wellness, relaxation, and consistent service execution.
- Select, train, coach, mentor, and retain spa leaders and team members who embody Hard Rock's Mission and Values: Communication, Integrity, Fun, Respect, Accountability, Passion, and Dedication.
- Create SMART development plans for direct reports and ensure continual training across all team roles.
- Oversee staffing models, schedules, daily task assignments, and performance evaluations.
- Foster a positive, inclusive, and motivating team culture that reflects luxury hospitality standards.
- Identify all licenses and certifications required for Spa personnel and ensure they remain current.
- Establish and maintain confidentiality protocols to protect guest information.
- Ensure compliance with health, safety, sanitation, and brand standards at all times.
- Maintain a clean, safe, and hazard-free environment for guests and employees.
- Develop effective retail displays and merchandising programs to drive sales.
- Meet with vendors in alignment with purchasing guidelines to identify products that elevate the spa experience and strengthen brand alignment.
- Oversee ordering, inventory management, and retail product curation.
- Collaborate effectively with the Vice President of Resort Operations and senior leaders across Hotel Operations, Marketing, and Casino Marketing to integrate spa offerings into broader guest programs, including VIP and complimentary packages.
- Represent the spa in key meetings including:
- P&L Review
- Daily Customer Service Meetings
- Operations
- Casino Marketing & Events
- Execute administrative duties as required and perform other tasks as assigned.
- Uphold Hard Rock's ethics policies, reporting any concerns promptly.
- Contribute to responsible gaming and responsible alcohol service by reporting concerns appropriately.
QUALIFICATIONS:- Bachelor's degree in Hospitality Management or related field required.
- Minimum of 10+ years of guest service or hospitality leadership experience or equivalent combination of education and experience.
- Minimum of 5 years of experience as a Director of Spa, Executive Director of Spa, or Department Head of a luxury spa.
- Previous experience in hotel or casino environments preferred.
- Exceptional leadership, communication, and customer service skills.
- Strong financial acumen, including budgeting, forecasting, and P&L management.
- Knowledge of luxury spa operations, wellness trends, licensing requirements, and high-end product lines.
- Prior experience in a Forbes Travel Guide Five-Star or rated property preferred.
- Knowledge of, and experience with, Southern Nevada Health District and Nevada State Board of Cosmetology regulations preferred.
WORK ENVIRONMENT:- Physical demands include standing, walking, and noise exposure for extended periods
- Position requires occasional lifting and moving of items weighing up to 50 pounds
- May be exposed to casino-related environmental factors including secondhand smoke.
- Must be able to work flexible hours, including nights, weekends, and holidays. undefined
