Guest Experience Manager

**About Scandinave Spa Blue Mountain**:
Scandinave Spa Blue Mountain offers an immersive wellness experience nestled in a quiet forest setting away from everyday interruptions. A leader in the Nordic Spa industry, Scandinave Spa Blue Mountain provides spacious indoor & outdoor spaces to explore year-round.

Situated on 25-acres, the property is surrounded by mature trees and overlooks the UNESCO World Biosphere Reserve Niagara Escarpment and ski hills of Blue Mountain Resort. Special attention to detail takes guests on a relaxation journey that augments health and wellness.

We are seeking a passionate & strategic leader to join our team as the Guest Experience Manager for Scandinave Spa Blue Mountain. Reporting to the Spa’s Executive Director, this pivotal role, will be responsible for overseeing the entire guest experience from reservation, through to the Thermal Journey experience, Massage experience and culminating with the guest departure.

The Guest Experience Manager will play a key role in enhancing the guest experience by leading an engaged, service driven team to excellent results on targeted key performance indicators (KPI’s), while collaborating and engaging with other departmental leaders, to ensure a world-class Nordic Spa experience that results in the highest level of guest satisfaction for each one of our guests. This position requires intricate knowledge and experience in delivering high level guest experiences, guest service, guest satisfaction, as well as in the leadership of people, human resources, and experience in departmental business management / accounting.

**Job Duties / Responsibilities**:

- Ensure the smooth day-to-day operation of the Guest Services department, providing a world-class Nordic Spa experience in one of the world’s premier Nordic Spas.
- Continually engage and collaborate with the Spa Operations and the Massage Therapist Managers, ensuring all areas of the guest experience exceed our guests’ expectation.
- Analyze, monitor and track guest satisfaction scores, sharing results with all team members while identifying areas of improvement which will then direct the focus of our guest services
- Develops, mentors and empowers team members inspiring them by building a positive culture and work environment
- Advocates guest passion, identifying and developing existing policies and procedures to improve the overall guest experience, while providing anticipatory service for all our guests
- Implement creative & innovative ideas to enhance the overall guest experience for our guests through collaboration with other spa leaders, staff, and business partners
- Ensuring Spa revenue is maximized, with a primary focus on total guest visits and massage occupancy, as well as supplemental income streams including our bistro and boutique
- Develop a Guest Satisfaction Program at the Spa increasing team member engagement
- Collaborate on the ownership of all Scandinave Spa Blue Mountain’s guest feedback, both positive and constructive, working with other leaders to ensure effective and efficient resolutions, prompt replies to the guest, and follow through to ensure mínimal reoccurrence
- Develop the Guest Services Team schedules for all Guest Service Agents & Supervisors, ensuring a balanced schedule that meets the needs of the business, adjusting when necessary to meet business demands
- Participate in all Leaderships meetings, collaborating and working with all leaders and staff
- Participate in all weekly occupancy meetings with Marketing & Sales, Massage, Operations and the Executive Director to maximize daily spa visits and revenue
- Facilitate departmental team meetings and departmental Leadership meetings with the Guest Service Team
- Manage the department’s supply levels, ordering and stocking as needed, while maintaining cost controls through timely ordering to align with monthly department budget
- Oversee the departmental budget for Guest Services, ensuring costs are in line with business levels, while maintaining adequate supply and inventory levels
- Actively participate in the development of the annual revenue and departmental expenses budget with the Executive Director
- Conduct annual reviews for Guest Services Team, providing feedback to all team members
- Work with HR in handling disciplinary matters & coaching for Guest Service Team members
- Collaborate with Human Resources in the recruitment and onboarding of new Guest Service Team members

**What We Offer**:

- A very competitive compensation package
- A generous benefits package including Health, Dental, Vision, Life, EAP, and travel insurance
- Complimentary employee and spouse access to the Thermal Journey
- Deferred Profit-Sharing program as well as a matching RRSP program
- Discounts on products including Food & Beverage and Boutique purchases
- Generous Paid time off for Vacation

**Qualifications / Job Requirements**:

- A passion for guest service with the proven ability and commitment to delivering ex