Guest Experience Manager

Job summary

The Guest Experience Manager will lead, coach, and develop teams while establishing operational standards to ensure high-quality guest experiences. They are responsible for managing daily operations including scheduling, payroll, budgeting, and resolving escalated guest concerns.

Job details

Guest Experience Manager We’re looking for a Guest Experience Manager to lead the teams that shape the guest experience at Scandinave Spa! At Scandinave Spa Whistler, our mission is to offer a haven for personal renewal in the Scandinavian age-old tradition, where body and mind find peace. Guests come to disconnect from daily stress and reconnect with themselves through hot baths, cold plunges, relaxation areas, and massage therapy. How You’ll Make an Impact Lead, coach, and develop teams. Establish operational standards and processes and ensure they are consistently followed. Hire and train new team members while supporting ongoing performance and team development. Manage scheduling, payroll, budgeting, reporting, and inventory. Handle escalated guest concerns and find solutions that turn challenges into positive experiences. Analyze guest feedback and survey results to identify opportunities for improvement. Maximize revenue opportunities through effective booking and upselling strategies. Rooted in our values: Success in this role goes beyond operational excellence. We're looking for a leader who embodies our values and creates an environment where teams can thrive while delivering exceptional guest experiences. 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 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. What Makes You a Great Fit Experience managing teams of 10+ in hospitality, guest services, or the spa industry. Strong leadership presence with a calm, solutions-focused approach. Excellent communication and interpersonal skills with a customer-centric mindset. Strong computer skills with experience using CRM, HRIS, and payroll systems. Ability to lead by example and build a strong team culture. Flexible availability, including AM and PM shifts, weekends, and holidays. Employee Perks and Benefits Salary: $70,000–$78,000 annually Winter Wellness or Spirit Pass program Staff housing opportunities Complimentary Thermal Journey access for you and one guest Extended Health Benefits Complimentary massage allocation Discounts on food and beverages at the Bistro Friends and Family discount vouchers If you thrive in a hands-on leadership role and believe in creating calm, consistent, high-quality experiences for both guests and teams, we’d love to hear from you.

What you’ll do

The Guest Experience Manager will lead, coach, and develop teams while establishing operational standards to ensure high-quality guest experiences. They are responsible for managing daily operations including scheduling, payroll, budgeting, and resolving escalated guest concerns.

Requirements

Candidates must have experience managing teams of 10 or more in the hospitality or spa industry. Strong leadership, communication skills, and proficiency in CRM and HRIS systems are required.

Benefits

• Winter Wellness or Spirit Pass program
• Staff housing opportunities
• Complimentary Thermal Journey access
• Extended Health Benefits
• Complimentary massage allocation
• Food and beverage discounts
• Friends and Family discount vouchers

Listed skills

• Customer service · Preferred
• Budgeting · Preferred
• interpersonal skills · Preferred
• Data analysis · Preferred
• Communication · Preferred
• CRM Systems · Preferred
• Team Leadership · Preferred
• Upselling · Preferred
• Inventory management · Preferred
• scheduling · Preferred
• Conflict Resolution · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Team leadership
• Operational management
• Staff training
• Performance management
• Scheduling
• Payroll management
• Budgeting
• Inventory management
• Conflict resolution
• Customer service
• CRM systems
• HRIS systems
• Data analysis
• Upselling
• Communication
• Interpersonal skills
• Empathy
• Professionalism
• Payroll Systems
• Customer Relationship Management
• Customer Service
• Computer Literacy
• Discounts And Allowances
• Human Resources Information System (HRIS)
• Leadership
• Interpersonal Communications
• Operational Excellence
• Team Building
• Customer Complaint Resolution

Job areas

• Hospitality
• Management & Leadership
• Customer Service & Support
• Human Resources
• Guest Experience Manager
• Hotel Manager
• Hotel Managers
• Lodging Managers

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