Guest Experience Agent

4 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 Spa Scandinave Whistler.
- **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 & Responsibilities:

Welcome the guests and give explanation regarding:

- The Scandinavian Baths procedures;

- Massages procedures;

- Orientation of The Scandinave Whistler using map of the site;

- Understanding the needs of the guests and offering appropriate services and products to the guests;

- Opening and closing procedures for the Spa;

- Processing a variety of transactions depending on guest needs using TAC:

- Scandinavian Baths & massages;

- Gift certificates & Gift cards;

- Bistro products;

- Boutique products;

- Ensure the efficient control of locker keys, towels and waiting list;

- To ensure the order, cleanliness and ambiance within the reception area; lobby, change rooms, fireplace, bathrooms, etc.;

- Preparation of the gift packages;

- Ensuring adequate staffing presence in the reception

- Reviewing and educating yourself of the various sales and marketing promotions.

- Ensuring that breaks and lunches are taken in a responsible fashion IE. Stations are covered while breaks are being taken;

- Lost and found procedures and protocols are followed;

- Receiving mail and packages;

- Keeping all products fully stock for example towels, bathrobes etc.;

- Keeping all products in Boutique stocked;

- Knowing how to process various types of transactions in TAC based on the guests’ needs using TAC i.e baths, massage gift certificates, packages, etc.;

- Be aware of the various sales and marketing promotions in place as per the Sales and Marketing Team;

- To respond to the needs of groups in accordance with the directives of Sales and Marketing;

- Keep reception area fully stocked with necessary supplies i.e. pens, brochures, gift cards, etc.;

- All other tasks requested of you for the smooth and efficient function of the Spa Scandinave Whistler
- Prerequisites:

Previous customer service experience preferred

- Ability to remain professional and courteous with customers at all times

- Must be available to work evenings, holidays and weekends

- Excellent verbal and written communication skills

- Must be able to think on their feet, be proactive, problem solve, and deal with change on a daily basis

- Clear criminal record check

- Full time or Part time commitment (24-40 hours per week)
- #WHISPA23

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