Guest Relations Manager at Thermea Spa Village Whitby We have taken the spa experience and transformed it into a wellness village. Thermea Spa Village Whitby is familiar, feels like home and allows its guests to escape the hectic pace of modern life. Our spa village is the first of its kind, with state-of-the-art installations and at its core, buildings reminiscent of a distant past, when life was strongly connected with nature and steeped in traditions. Our spa village, a twist on traditional spa culture, combines unique experiences inspired by rituals found around the globe with a distinctively Canadian character—a peaceful hideaway for our guests, not too far from home.

It takes a village, join us. When you work at Thermea Spa Village Whitby, you are not just gaining a job—you are finding a family. We pride our community on being one of the warmest and most welcoming—and our guests truly do appreciate it. We go out of our way to provide excellent care to our guests, as well as our artisans.

What We Stand For Our mission is to give our guests a moment’s rest by offering them refuge, away from the pressures of modern life where they may rediscover their own well-being and, as a result, live a happier and longer life. Your role as an artisan of our spa village is to cultivate peace. Here at Thermea Spa Village Whitby, we are a passionate and dedicated team. Always enthusiastic, helpful, conscientious, discrete—and above all, respectful. We deeply care about everyone—guests and fellow artisans alike—in our wellness village.

What We Need We are looking for an experienced, motivated, and self-driven Guest Relations Manager to join our team! Under the supervision of the Director of Operations, the Guest Relations Manager is responsible for managing the satisfaction of our guests. They ensure the attraction and retention of our valued clientele. Acting as a facilitator in interactions with guests requiring special attention, they ensure the smooth running of the guest experience in every respect, while demonstrating a commitment to excellence. The Guest Relations Manager works closely with the Director of the Client Contact Center.

You will support the elevation of our culture through the lens of our pillars: The best in wellness | The feeling of somewhere else | A trouble-free experience | In a natural state.

What You Will Do Guest Relations Management and Enhancement (65%):

• Act as the main point of contact for guests, resolving issues quickly and effectively to build customer loyalty.
• Proactively engage guests during their visit to elicit feedback, addressing concerns in the moment, when possible.
• Ongoing validation of on-site experience to corporate brand standards.
• Respond to comments on various social media platforms (Google, TripAdvisor, Facebook, Instagram).
• Respond, investigate, and follow up with different departments regarding internal surveys.
• Be responsible for the "Service Excellence" Committee.
• Prepare and lead meetings.
• Trac k and implement initiatives to ensure service excellence.
• Study competitors to find new ways to retain customers and discuss them with the committee.
• Provide monthly reports.

Training and Standardization of Internal Processes (20%):

• Ensure staff training by documenting & guiding implementation of work processes relating to:

• Guest recovery best practices

• Spa etiquette

• Workplace culture

• Work processes

Group Management (10%) (Corporate and Ad Hoc):

• Manage reservations and follow up on special requests.
• Manage and coordinate spa events – service exchanges.

VIP Management (5%):

• Handle reservations.
• Create and send VIP profiles to managers.
• Prepare gifts, cards, and bottles.
• Ensure special attention and follow-up on complaints, if any

You are the right person for the role if your profile includes the following:

• Minimum of 5 years of experience at a decision-making level in customer service.
• College diploma in marketing, sales, or hospitality (an asset).
• Autonomous and demonstrates good judgment.
• Ability to build and maintain good relationships with at all levels.
• Strong organizational skills and attention to detail.
• Ability to work with tight deadlines.
• Ability to travel occasionally as required.
• Ability to work daytime, evenings, and weekends as required.

When You will work a varying schedule which may include days, evenings, weekends and holidays. You will work on average 40-44 hours per week. Due to fluctuations in operations, you may be required to work up to and in excess of 48 hours per week at times in order to meet operational needs.

What The salary is based on the pay scale and benefits in effect at Thermea Spa Village Whitby.

How Send us your resumé and cover letter by clicking ‘Apply’ below.

At Thermea Spa Village Whitby we are committed to fostering an inclusive, accessible environment, where all employees and guests feel valued, respected and supported. Accommodations are available upon request for candidates throughout the hiring process. If you require an accommodation, we will work with you to meet your needs.