Nordic SPA Lead Conciege

**Simple. Inclusive. Natural. Social**
**R**eports to**: Spa Front Desk Manager

Located at the Kananaskis Nordic Spa, each 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 Statement**:
The **Lead Spa Concierge** 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.

**Key Focuses**
- Direct and lead the day-to-day front of house operations, ensuring daily tasks are assigned and checklists are completed
- Strictly enforce the privacy and confidentiality of all guest information
- Direct and lead the day-to-day front of house operations, ensuring daily tasks are assigned and checklists are completed
- Act as a Spa Concierge and lead the team when required to (filling in for shifts, staying later, quality checking, etc.)
- Monitor and maintain the physical environment, always ensuring cleanliness and organization
- Demonstrate pride in work by creating positive energy, teamwork, excitement, and fun
- Meet the demands of a fast-paced environment through personal empowerment, using good judgment and the ability to multi-task
- Demonstrate exceptional follow-up abilities and ownership of tasks assigned with a strong attention to detail
- Manage any incidents that may occur on shift and if necessary, escalate to a manager or supervisor
- Acknowledge all guests, anticipate their needs, and respond promptly
- Effectively handle guest comments and feedback both in person and in writing, with an ability to identify and resolve any concerns
- Communicate with all departments within Kananaskis Nordic Spa to ensure effective and efficient management of operations
- Have complete understanding of and adhere to all company policies, procedures, and standards
- Champion excellent guest interactions and act as an example for all Concierge members
- Other duties as assigned

**Experience/Passions/Education**
- Leadership experience within 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.