Nordic SPA Guest Experience Manager

**Simple. Inclusive. Natural. Social**

We are hiring for the role of **Guest Experience Manager**

Located on the Pomeroy Kananaskis Mountain Lodge grounds, our Nordic Spa experience is crafted to be as individual as our guests. Featuring an indoor-outdoor experience, we offer relaxation without rules where guests can come as they are to connect with nature, themselves and others. We are wellness redefined.

**Achieving Excellence**:
Our Nordic Spa experiences are created to be as individual as each of our guests. Rather than an exercise in structure and conformity, our guests should feel that our spas are thoughtfully restful and physically comfortable. As Guest Experience Manager, you are responsible for the touch-points that keep both spa patrons and employees engaged. Hydrotherapy is the Spa's primary product; but the reality is that cleanliness and order, delivered seamlessly through our people, is essential to the business’s success. Your ability to balance optimal results around employee engagement, the cleanliness and orderliness of the facility, and financial outcomes will be the ultimate measure of success. We commit to giving you the authority and resources required to be successful; achieving excellence is up to you.**
**Qualifications**:

- Is visible in operations throughout the day; supporting quality 1st impressions in the change rooms, pool decks, outbuildings and public areas.
- Supports recruitment and onboarding for all Spa employees; maintains processes that attracts and retains quality employees.
- Change rooms are spotlessly clean and maintained throughout opening hours by attendants that are focused on optimal guest experiences.
- Assigns and inspects cleaning schedule tasks outlined in daily checklists (see checklist). Monitors contracted night cleaners quality.
- Sets par levels and control procedures to make sure their employees have the tools and materials required to be successful.
- Creates schedules that meet peak demand periods while delivering budgeted labour costs. Manages expenses lines within budgeted parameters.
- Reports/logs all maintenance issues immediately that are beyond the skill set of the employee to fix on their own.
- Assigned deliverables are executed in a manner that requires little or no follow-up; both in terms of timeliness, scope and quality.
- Does not allow shortfalls to operating standards to go unaddressed; supported by clearly communicated expectations and real-time coaching.
- Provides direct reports with the resources, direction, coaching, feedback and goal setting required for their continuous development.
- Personal and their team's communication, interactions and behaviours support the Spa value that everyone is welcome and everyone is equal.
- Builds a collaborative workplace, supporting the Spa value of community, common goals and acceptance.

**Work Perks**
- Competitive wages and gratuities
- Resort-wide discounts
- Travel discounts
- 5 Personal Days per year after 90 days of consecutive service
- Benefits plan
- On-site accommodation or commuter allowance
- Discounts on Retail Products and Spa Services

**Education & Experience**:

- Post-secondary certifications/diploma or degree
- Previous supervisory/leadership experience
- Natural empathy and desire to assist people/HR coordinator
- Advanced Microsoft Office skills required
- Safety certifications an asset
- Comfortable with technology and open to new learning

**Working Conditions**:
This position may work long days and/or weekends to meet periodic upturns in business demands or meet deadlines. This position is set in a fast-paced environment, with high levels of interaction with guests, employees, and other stakeholders. This role will spend a considerable amount of time working outdoors in the fresh mountain air and weather.

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