Guest Experience Supervisor

6 months ago

Whistler, Canada Scandinave Spa Whistler Full time

**Guest Experience Supervisor**

**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**
- Provide a professional service and a warm welcome to our guests;
- Ensure that our guests’ queries are fully answered;
- Coordinate the Front Desk & Bistro staff’s daily activities;
- Promote and sell the different products and services provided by Scandinave Spa;
- Keep up to date with the different promotions and upcoming holidays;
- Lead by giving a good example for the Front Desk & Bistro staff;
- Create and assist Guest Experience Manager with training and development of procedures

**Salary**: $26.78

**Benefits**:

- Complimentary thermal journey membership for yourself
- Extended health benefits after 9 months
- Annual complimentary massage allocation and massage discounts of up to 35%
- Food and beverage discounts for onsite café of 25%
- Complimentary thermal journey membership for one friend, after 3 months
- Corporate discount vouchers for friends and family visiting Scandinave Spa Whistler
- Winter Wellness or Spirit Pass program

**Tasks & Responsibilities**:
Perform the following tasks with leadership by keeping the team motivated in offering services of the highest quality:
**Team Management**
- Ensure the execution and sharing of daily tasks within the Front Desk & Bistro team;
- Coordinate the lunch and break schedule of the Front Desk & Bistro team;
- Provide the initial training and integration of new team members;
- Keep a good knowledge of Zenoti reservation system;
- Be available to provide answers to the team members’ questions;
- Support staff with difficult customer service situations;
- Continuous development of procedures and team training;
- Complete necessary team reviews and discipline where necessary;
- Assist with conducting interviews;
- Assist with producing and updating all training manuals;
- Complete and posting weekly schedule for the Front Desk and Bistro Team;
- Assist in the preparation of important weekly and monthly department reports;
- Assist Manager with Daily audit of Payroll.

**Front Desk tasks**
- Check in customers at the front desk;
- Answer customers’ questions;
- Process gift certificate and membership sales;
- Communicate with the different departments when need be;
- Check and track last minute promo;
- Support Marketing with Groups, House guests and any other tasks within reason;
- Maintain an attitude and a level of service in accordance with Scandinave Spa’s standards;
- Assist and track monthly inventory of retail boutique.

**Bistro Tasks**
- Ensure all expectations are met within the Bistro, to-do list tasks are completed daily;
- Pre shift and end of shift - entering inventory and following up on any write offs to help reduce costs;
- Maintain the orderly and clean environment of the Bistro by following food safe standards and guidelines;
- Ensure inventory stocks of Bistro area are replenished and ordered. Being prepared for groups and long weekends, being able to plan ahead;
- Complete monthly reports. Provide information on sales, inventory, write offs, any Bistro concerns.

**Customer Service**
- Explain the following:

- Scandinavian Baths procedure and its benefits;
- Explain the different types of massages offered;
- Describe the amenities available on the site;
- The items we provide the guest upon arrival and the items he/she can bring,
- The modification/cancellation policy.
- Identify the client’s needs and offer the products and services available;
- Assist the person in charge of groups as needed;
- ** Keep a close eye** on the front desk & Bistro team to ensure that the level of customer service is always at the highest level;
- All other assigned tasks necessary for the proper functioning of Scandinave Spa.

**Prerequisites**:

- 3 to 5 years’ experience in a leadership or supervisory role
- Proficient with Microsoft Word, Excel, and Outlook
- Must possess a professional presentation
- Strong interpersonal and problem-solving abilities
- Ability to work well under pressure in a fast-paced environment
- Ability to work cohesively with fellow colleagues as part of a team
- Ability to focus at

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