Concierge Team Lead

We are hiring for the role of **Concierge Team Lead**

**Reports to**: Spa Front Desk 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**

The **Concierge Team Lead** is responsible for supporting and leading excellent guest service interactions among the Concierge team. In collaboration with the Spa Concierge Supervisor and Spa Front Desk Manager, the Lead provides day-to-day leadership and fosters a culture rooted in wellness and connection. By leading with confidence and empathy, you’ll inspire your team to create memorable, stress-free moments for our guests. This role reports directly to the Spa Front Desk Manager.

**Responsibilities**
- Represent Kananaskis Nordic Spa with the highest standard of service excellence, demonstrating comprehensive knowledge of the facility, treatments, and retail offerings.
- Guide the guest experience by being knowledgeable about the Nordic Spa journey and educating guests on how to enhance the benefits of hydrotherapy.
- Uphold strict privacy and confidentiality protocols for all guest information.
- Oversee and lead daily front-of-house operations, ensuring tasks are assigned and checklists are completed.
- Act as Spa Concierge and provide leadership support as needed, including filling shifts, staying late, and conducting quality checks.
- Monitor and maintain a clean, organized, and inviting physical environment at all times.
- Foster a positive team culture through pride in work, enthusiasm, collaboration, and a sense of fun.
- Thrive in a fast-paced environment by exercising sound judgment, multitasking effectively, and embracing personal accountability.
- Demonstrate strong follow-through and ownership of assigned tasks with keen attention to detail.
- Respond to and manage incidents during shift; escalate to a manager or supervisor when appropriate.

**Work Perks**
- Competitive wages, gratuities and spa perks
- Resort-wide and 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**
- Supervisory or leadership experience in the hospitality or spa industry is an asset.
- Prior experience in spa, hospitality, guest service, and/or retail sales is preferred.
- Must be highly self-motivated and proactive in a dynamic environment.
- Demonstrates a genuine passion for guest service and a natural inclination toward health and wellness.
- Excellent communication skills, both verbal and written.
- Must present a polished, professional, and well-groomed appearance at all times.

**Working Conditions**

This position operates in a dynamic, fast-paced environment with frequent interaction with guests, team members, and other stakeholders. The role requires flexibility to work a variety of shifts, including early mornings, late evenings, weekends, and holidays, and may involve extended hours during periods of high business demand. A significant portion of the role is performed outdoors in the fresh mountain air, with exposure to a wide range of weather conditions, including temperatures from -30°C to +30°C. The position involves frequent standing, walking, bending, kneeling, pushing, and pulling, as well as occasional use of ladders, stairs, or ramps. The employee must be able to lift up to 30 lbs as required.

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