Manager, Operations, Guest Experience

3 months ago

Whitby, Canada Thermëa spa village | Whitby Full time

Operations Manager - Guest Experience at Thermëa spa village

We have taken the spa experience and transformed it into a wellness village. Thermëa spa village is familiar, feels like home and allows its guests to escape the hectic pace of modern life. Our spa village is the first of its kind, with state-of-the-art installations and at its core, buildings reminiscent of a distant past, when life was strongly connected with nature and steeped in traditions. Our spa village, a twist on traditional spa culture, combines unique experiences inspired by rituals found around the globe with a distinctively Canadian character—a peaceful hideaway for our guests, not too far from home.

**It takes a village, join us.**

When you work at Thermëa spa village, you are not just gaining a job—you are finding a family. We pride our community on being one of the warmest and most welcoming—and, our guests truly do appreciate it. We go out of our way to provide excellent care to our guests, as well as our artisans.

**We are seeking a passionate Operations Manager
- Guest Experience in Whitby, Ontario to join our village.**

Find your place at Thermëa spa village.

***What we stand for**

Our mission is to give our guests a moment’s rest by offering them refuge, away from the pressures of modern life where they may rediscover their own well-being and, as a result, live a happier and longer life. Your role as an artisan of our spa village is to cultivate peace. We are passionate and dedicated team players here at Thermëa spa village. Always enthusiastic, helpful, conscientious, discrete—and most of all, respectful. We deeply care about everyone—guests and fellow artisans alike—in our wellness village.

**What we need**

Reporting to the Assistant Director of Operations, Guest Experience the **Operations Manager**:

- **Guest Experience** will be responsible for managing his/her team to ensure smooth operations. The incumbent will mainly perform activities related to the optimization of the guest experience, ensuring administrative follow-ups and positive relationships with customers while ensuring the continuous improvement of processes and the development of his/her team.

You will support the elevation of our culture through the lens of our pillars: The best in wellness | The feeling of somewhere else | A trouble-free experience | In a natural state.

**What you’ll do**

**Management Activities: planning, organization, and control**
- Act as Manager on Duty for the spa, communicating with all departments in a timely and effective manner.
- Participate in active decision making on behalf of the spa as acting MOD
- Participate in the development of organizational standards for the customer experience;
- Ensure that the customer experience is impeccable, according to the standards dictated by the brand;
- Follow up on customer complaints and resolve them in a satisfactory manner;
- Liaise with the Contact Centre and IT department, following up on any outstanding issues in a timely manner;
- Develop standards for new procedures and contribute to the improvement of existing procedures;
- Supervise the teams and contribute to their development;
- Ensure the smooth running of the opening and closing activities of the site by ensuring the cleanliness and safety of the premises;
- Complete reports relevant to the operations and any incidents that occur;
- Utilize various software programs effectively and efficiently (CRM, Booker, Lightspeed);
- Monitor inventory, guest feedback and departmental labour percentages;
- Conduct effective performance management when required;
- Performs any other related duties.

***Leadership and Collaboration**
- Participate in the recruitment and training of employees and the development of work schedules;
- Promote active employee engagement to ensure that established standards are met or exceeded.
- Provide ongoing coaching and mentorship for the Guest Experience Supervisor team
- Attend weekly huddles and report on Guest Experience activities to all relevant departments

***Profile needed**

**What is the profile needed in order to be successful in this position**
- College diploma in tourism, hospitality, or other relevant training;
- Minimum experience of three (3) years in customer service;
- Minimum experience of two (2) years in a leadership position;
- Excellent MS Office skills (Word, Excel, Outlook and PowerPoint);
- Ability to communicate clearly with customers, managers and other associates;
- Ability to develop and maintain good relationships with customers and employees; energetic, committed, and customer-focused (internal and external);
- Possess good sense of organization, planning and monitoring, as well as great professional rigor;
- Inspiring and dynamic leader;
- Agile and excellent problem solving skills;

**When**

You will work a flexible schedule that regularly includes days, evenings, weekends, and holidays.

**What**
- Competitive salary based on the pay sc

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