Reservations Team Lead

Scandinave Spa Whistler, 8010 Mons Road, Whistler, British Columbia, Canada

Job Description

Posted Thursday, September 25, 2025 at 7:00 a.m.

Reservations Team Lead

O ur 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.

- 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.
- To provide leadership to the Reservations Team to achieve company goals
- To coordinate daily tasks required of the Reservations Team
- To train Reservations team members
- Maintain a professional environment
- To assist the Massage Services department with same-day Massage Contractor schedule modifications
- To offer a warm, friendly and professional welcome to guests over the phone
- To create a comfortable environment for guests
- To sell and promote the services and products offered by the Scandinave Spa Whistler

Job Type: Full-Time

Hourly Rate : $22.66/hour

- Complimentary thermal baths membership for yourself
- Extended Health Benefits after 3 months
- Massage Discounts of up to 35%
- Food and beverage discounts for onsite café of 25%
- Winter Whistler Blackcomb Spirit Pass or Wellness Program
- Complimentary thermal baths membership for one friend, after 3 months
- Corporate discount vouchers for friends and family visiting Scandinave Spa
- Staff accommodation, based on availability
- Flexible Schedule

Tasks & Responsibilities

Operations:

- Respond to calls received by Scandinave Spa Whistler as per spa standards:
- Maintain a prompt, professional, and sales-focused phone manner.
- Clearly and confidently communicate the value of our Thermal Journey, Massage Services, and spa products to help guests make informed booking decisions.
- Respond to voice messages, emails, and messages in a prompt, professional, and sales-focused manner.
- Demonstrate strong written and verbal communication skills in all guests and team interactions.
- Make reservations with accuracy and efficiency, ensuring guest preferences are recorded and communicated clearly.
- Proactively identify guest needs and offer appropriate services, upgrades, or packages to enhance their experience and maximize revenue.
- Use Zenoti to process reservations, gift cards, and packages with precision and attention to detail.
- Maintain an up-to-date knowledge of current and upcoming promotions, packages, and seasonal offerings.
- Support group inquiries and bookings according to the Sales and Marketing Team's direction.
- Complete third-party bookings provided through the Inntopia platform.
- Work with the Massage Department to ensure therapist schedules are balanced and efficiently booked.
- Ensuring massage appointments are evenly distributed among our massage contractors throughout the day
- Completing shift modifications for shift coverage, sick calls and add-ons to the massage contractor's schedule.
- Ensure consistent coverage of the Massage Pavilion Check-in desk to support the smooth operation of massage services.

Leadership:

- Provide positive, service-driven leadership to motivate and guide the Reservations Team.
- Oversee daily operations, ensuring a fair division of tasks and a high standard of guest service.
- Support the team in managing complex guest scenarios and service recovery when required.
- Uphold and role model the service and IMPRESS standards of Scandinave Spa Whistler
- Train new team members and support ongoing development through coaching and regular feedback.
- Ensure the team are meeting and maintaining customer service standards, as set with our training provider.
- Contribute to probationary and annual performance reviews; communicate performance concerns to the Senior Guest Experience Supervisor and Guest Experience Manager.
- Manage daily, weekly, and monthly reporting for the Reservations Team, tracking performance, and booking metrics.
- Oversee the Reservations Team’s participation in incentive programs, ensuring fair tracking, communication, and motivation.
- Maintain an orderly and clean environment in the Reservations area
- All other tasks requested of you for the smooth and efficient function of the Scandinave Spa Whistler

Prerequisites:

- Previous customer service experience in a sales environment is preferred
- Previous leadership experience in a sales environment is an asset
- Proficient with Microsoft Word, Excel and Outlook
- Energetic and positive team player
- Excellent verbal and written communication
- Proactive, creative problem-solving skills with an ability to remain calm and professional at all times
- Clear criminal record check
- Available to work full-time hours, including evenings and weekends

*Please note our staff accommodation is currently full.

Scandinave Spa Whistler, 8010 Mons Road, Whistler, British Columbia, Canada

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