Manager, Operations, Guest Experience

6 days ago

Winnipeg, Canada Thermea by Nordik Spa-Nature Full time

**Guest Experience Manager**

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 today.

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.

**Associates with Thermëa by Nordik Spa-Nature**

**will embrace the following values**:

- Hospitality
- Accountability
- Engagement
- Respect
- Integrity
- Teamwork

**Job Summary**

**Responsibilities**
- Provide customer service in compliance with Service excellence and Thermëa standards;
- Assist guests and provide pertinent information and suggestions to ensure a memorable experience;
- Communicate frequently and efficiency with the contact center and other departments;
- Participate in the hiring process and training of new employees;
- Supervise, coach and mentor the workforce and participate in professional development of colleagues on hospitality and dealing with difficult situations ;
- Perform administrative tasks such as scheduling, cash flow and others;
- Open and close the site in accordance with operational checklists;
- Assist employees in operational tasks such as help with cleaning, filling up wood, moving bins and other manual tasks;
- Develop tools or/and processes to improve the working environment and increase efficiency;
- Resolve escalated guest experience complaints by making decisions and solving problems;
- Identify high-risk situations and actions, produce incident reports and daily shift reports;
- Perform other related tasks.

**Qualifications**
- College degree in tourism, hospitality, business administration, human resource management or other pertinent experience;
- Minimum three (3) years of experience in customer service;
- Minimum of three (3) years of experience in leading a team;
- Fluent in English (verbal and oral);
- Strong written communication skills;
- Professional development or other training in handling and/or diffusing difficult situations; an asset
- Experience diffusing tense and/or stressful situations;
- Experience in the tourism and/or hospitality industry (an asset);
- Leadership skills;
- Capable of working in a fast-paced environment;
- Ability to communicate clearly with customers, managers and other associates;
- Capable of managing workflow;
- Versatile, thorough, and autonomous;
- Good physical condition; capable in hot and/or cold outdoor environment and in a standing position for a long period of time;
- Possess strong interpersonal and social skills; sense of challenge, perseverance;

**Work schedule**

**1 position**
- One Full-time, day/evening availability 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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