Supervisor, Guest Experience

5 months ago

Winnipeg, Canada Thermea by Nordik Spa-Nature Full time

**Supervisor, Guest Experience**

Bordered by the Crescent Drive Golf Course and only 20 minutes from downtown Winnipeg, Thermëa by Nordik Spa-Nature opened its doors in 2015. This relaxation and renewal centre focuses on thermotherapy practices and relaxation techniques from Scandinavian countries. It offers a multisensorial experience in an all-embracing natural setting to contribute to the health and wellness of its guests.

Continuously innovating and evolving by creating unique relaxation experiences, it is the only Nordic-style spa in the Canadian Prairies.

We are currently seeking passionate wellness professionals who will use their skills to transform people’s lives, one visit at a time. Join our team.

**What we stand for**

Our mission is to transform people’s lives, one visit at a time by offering our guests a 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. We are passionate and dedicated team players here at Thermëa. Always enthusiastic, helpful, conscientious, discrete—and most of all, respectful. We deeply care about everyone—guests and fellow artisans alike—in our wellness environment.

**What we need**

**What you’ll do**
- Assist with reservations and maintain customer records, process various payment methods;
- Assist in resolving guest complaints
- Resolve guest experience complaints by making decisions and solving problems;
- Maintain a visible, welcoming customer service presence on site (including outdoor, all weather);
- Provide proactive, interactive customer service to guests - mainly outdoor site focus during afternoons and evenings;
- Help ensure compliance with spa etiquette and policies while routinely maintaining site capacities in baths and saunas;
- Conduct exterior site and building tours on a regular basis and ensure sufficient stocking, cleanliness, and safety;
- Seasonal outdoor tasks such as sweeping, raking and shoveling;
- Tasks related to starting and monitoring fires and ensure fire areas are stocked;
- Other manual tasks such as filling lockers, moving bins, cleaning, etc;
- Answer inquiries regarding spa services and facilities. Assist and proactively solve guest concerns as they arise throughout the shift;
- Lead in the opening and closing of the site according to operational checklists;
- Communicate with and provide support to artisan teams;
- Assist with ongoing training and development of Guest Experience artisans;
- Assist with emergency response procedures in the event of an incident;
- Supervise Guest Experience artisans to ensure performance of duties and role as outlined;
- Written reporting as required (end of shift report, guest incidents and recovery, First Aid incidents, etc.);
- Participate in scheduling, confirming artisan time and attendance, and monitoring of labour;
- Perform other duties as assigned.

**Qualifications**
- High School Diploma
- College diploma in tourism, hospitality, creative communications, business administration, human resource management or other pertinent experience an asset;
- Minimum three (3) years of experience in customer service;
- Minimum of two (2) years of experience in leading a team;
- Experience in the tourism and/or hospitality industry an asset;
- Fluent in English (verbal and written);
- Ability to communicate clearly with customers, managers and other associates;
- Be in good physical condition, ability to work outdoors during all months of the year (weather appropriate uniform provided), ability to work in a standing position for long periods of time, ability to lift to 50 lbs;
- Must be able to work in a fast-paced environment with a calm demeanor;
- Professional development or other training in handling and/or diffusing difficult situations an asset;
- Possess strong interpersonal and social skills; sense of challenge, perseverance

**Work schedule**

**1 position**
- One full-time position, day/evening/weekend variable schedule

**Salary**

Based on the pay scale and benefits in effect at Thermëa by Nordik Spa-Nature.

**To apply**

Send us your resumé and cover letter by clicking ‘Apply’ below.

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