Guest Experience Team Lead

5 months ago

Whistler, Canada Scandinave Spa Whistler Full time

**Our Mission**
***To offer a haven for personal renewal in the Scandinavian age-old tradition where body and mind find peace.

**Vision**
***To be recognized as the best relaxation experience in Canada while providing a meaningful workplace that encourages a balanced lifestyle.

**Fundamental Values**:

- Authenticity: we are welcoming and genuine. With the simplicity and quality of the experience we offer, we lead by staying true to the Scandinavian tradition through our locations, materials, and scents.
- Team Spirit: we communicate, display empathy and work in a family spirit. We approach change in a positive way, are always willing to help, and rally around common goals.
- Professionalism: we anticipate our guest needs and go above and beyond their expectations, we are experts, we perform at the highest level, we lead by example, are accountable and deliver great results.

**Expectations**:

- To offer a warm, friendly and professional welcome to guests;
- To create a comfortable environment for guests;
- To sell and promote the products and services offered by the Scandinave Spa Whistler;
- To be a Role Model for reception team members;
- To co-ordinate daily tasks required of reception.

**Job Type: Full-Time**

**Benefits**:

- Complimentary thermal baths membership for yourself
- Extended Health Benefits after 9 months
- Massage Discounts of up to 35%
- Food and beverage discounts for onsite café of 25%
- Complimentary thermal baths membership for one friend, after 3 months
- Corporate discount vouchers for friends and family visiting Scandinave Spa
- Staff Housing, based on availability
- Flexible Schedule

**Tasks and Responsibilities**

Completing the following tasks with leadership, keeping the guest experience team motivated and guiding the team to a high standard of service:

- Support the guest experience team with difficult guest service situations, being the front line for and resolving Guest Complaints;
- Ensure an equal division of daily tasks within the team: Coach team to refer to to-do lists for guidance;
- Ensure that all opening and closing procedures are completed in a timely manner and checklist is completed for AM and PM shifts;
- Complete end of day cash out reporting and completing all end of day cash out room procedures;
- Assist team members for questions or any extra coaching;
- Responding to the needs of groups as directed by Sales & Marketing; Follow Group Sales Checklist;
- Maintain an orderly and clean environment in the Reception Pavilion, i.e. reception, reservation, lobby, bistro, locker rooms, fireplace, etc.;
- Ensure towel & bathrobe areas are fully stocked at all times;
- Ensure all guest needs are met at all times;
- Assist with boutique inventory stock take when required;
- Welcome the guests and give explanation regarding:

- The Scandinavian Baths procedures;
- Massages procedures;
- Orientation of The Scandinave Spa Whistler using Welcome guide.
- Processing a variety of transactions depending on guest needs using TAC:

- Scandinavian Baths & massages;
- Gift certificates & Gift cards;
- Boutique products.
- Maintaining an attitude that ALWAYS meets or exceeds the standards set by the Scandinave;
- Coordinating all breaks and lunch breaks for your team at appropriate times;
- Report IT or Maintenance issues to ensure smooth process;
- Assist with work schedules and procedures and co-ordinate activities with other work units or departments;
- Assist with hiring and interviews for agent positions;
- Assist training new team members on duties, tasks and procedures;
- Assist in addressing any performance issues with supervisor and manager;
- Assist in providing feedback and performance reviews;
- All other tasks requested of you for the smooth and efficient function of the Scandinave Whistler.

**Prerequisites**:

- Previous experience customer service environment is preferred
- Previous experience in a leadership role preferred
- Proficient with Microsoft Word, Excel, and Outlook
- Energetic and positive team player
- Must have great leadership, communication, and interpersonal skills
- Must be able to think on their feet, be proactive, problem solve, and deal with change on a daily basis
- Must be available to work full-time and attend functions after work on a semi-regular basis
- Clear criminal record check

**#WHISPA23

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