Guest Experience Manager

Our 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.

Fundamental Values

• 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's 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.

Expectations

• To maintain service levels to Scandinave Spa standards
• To demonstrate great leadership, communication, and interpersonal skills
• To promote a culture of team spirit, authenticity, and professionalism
• To support Guest Experience teams to achieve efficiency in the daily operations of the spa.

Salary: $65,000 - $70,000

Benefits:

• Complimentary thermal journey membership for yourself
• Extended health benefits after 3 months
• Annual complimentary massage allocation and massage discounts of up to 35%
• Food and beverage discounts for onsite café of 25%
• Complimentary thermal journey membership for one friend, after 3 months
• Corporate discount vouchers for friends and family visiting Scandinave Spa Whistler
• Winter Wellness or Spirit Pass program

Tasks & Responsibilities:

Responsible for overseeing all teams within the Guest Experience Department of the Scandinave Spa, including, but not limited to employee performance and development, and financial management to ensure smooth day-to-day business operations.

Administration and Financial Management

• Manage the Department's budget and spending strategies.
• Approve department invoices in a timely manner.
• Generate monthly reports on departmental performance indicators.
• Analyze guest feedback and surveys for improvements.
• Develop and update policies and procedures.
• Work with accounting to resolve guest payment discrepancies.
• Provide performance feedback to the Assistant General Manager and HR Generalist.
• Complete bi-weekly payroll approvals.

Operations

• Ensure the smooth daily operations of the Guest Experience Department (Bistro, Front Desk and Reservations).
• Maintain appropriate staffing levels.
• Update and supervise team members on department procedures.
• Ensure the team's compliance with company policies.
• Ensure compliance with safety regulations.
• Collaboration with the Massage Services Department to maintain business and customer service standards that meet the requirements of the massage practitioner's contracts.
• Work closely with Marketing to support the needs of Group sales, events, and promotions.
• Assist the Reservations team to ensure reservations are balanced evenly across Massage Therapist contractors.
• Maximize revenue-generating opportunities, through bookings and upsell strategies.

Guest Experience

• Ensure consistent adherence to service standards and brand guidelines.
• Handle escalated guest issues in a professional and empathetic manner; seeking solutions that turn challenges into positive experiences.
• Implement best practices for efficiency and guest satisfaction.
• Collaborate with other departments to resolve issues.
• Organize customer service training provided bi-annually.

Bistro

• Manage stock levels and minimize food wastage.
• Monitor cost of goods and pricing accuracy.
• Maintain food safety and cleanliness.
• Maintain supplier relationships.
• Review bistro products and look for opportunities to elevate our guest's experience.

Employee Relations

• Recruit, lead, coach, and develop the Guest Experience team to provide exceptional customer service and consistently exceed guest expectations.
• Set performance standards and conduct probationary and annual employee reviews.
• Identify training and growth opportunities. Support employees by providing coaching reports
• Develop and deliver training programs to enhance the skills of the Guest Services team in areas such as communication, conflict resolution, and product knowledge.
• Coordinate employee appreciation and recognition programs for Guest Experience teams. Liaise with other operations managers to plan joint departmental events on time and within budget.
• Monitor and audit incentive programs for accuracy.

Prerequisites:

• Minimum of 3 years of experience in a supervisory or management position or equivalent role preferably within the Resort, Hotel or Spa industry.
• Proven experience in a guest services or customer experience management role, with a track record of delivering exceptional service.
• Strong leadership skills and experience managing a team, including coaching, performance management, and team development.
• Excellent communication and interpersonal skills, with the ability to interact effectively with guests, colleagues, and senior management.
• Exceptional problem-solving abilities and a customer-centric mindset.
• An established ability to work in a fast-paced environment.
• Analytical skills to interpret data and insights, making informed decisions to improve guest experiences.
• Proficiency in using customer relationship management (CRM) systems and other relevant software.
• Competency with Excel, Outlook, Word, PowerPoint, and SharePoint.
• Proficiency with HRIS and payroll systems is an asset.
• Must be able to work weekends, holidays, and be able to work flexible hours in accordance with business demands.
• Clear criminal record check