Guest Experience Agent

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 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)

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