Guest Experience Team Lead

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 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 provide leadership to the Guest Experience Team to achieve company goals
• To co-ordinate daily tasks required of the Guest Experience Team
• To delegate tasks to Guest Experience team members through clear communication
• To train Guest Experience team members
• To offer a warm, friendly and professional welcome to guests
• To create a comfortable environment for guests
• To sell and promote the services and products offered by the Scandinave Spa Whistler

Job Type: Full-Time

Hourly Rate: $22.15/hour

Benefits:

• Complimentary thermal baths membership for yourself
• Extended Health Benefits after 3 months
• Massage Discounts of up to 35%
• Food and beverage discounts for onsite café of 25%
• Complimentary thermal baths membership for one friend, after 3 months
• Winter Whistler Blackcomb Spirit Pass or Wellness Program
• Corporate discount vouchers for friends and family visiting Scandinave Spa
• Staff accommodation, based on availability
• Flexible Schedule

Tasks and Responsibilities

• Demonstrate positive leadership, keep the Guest Experience team motivated and guide the team to a high standard of service
• Ensure an equal division of daily tasks within the team
• Support the Guest Experience Team with complex guest service scenarios
• Take ownership for daily operations of the Front Desk, including delegation of tasks within the Guest Experience Team and guest recovery
• Maintain an attitude that meets or exceeds the standards set by the Scandinave Spa Whistler
• Guide the Guest Experience Team on maintaining Customer Service Standards
• Assist in training Guest Experience team members
• Ensure that all opening and closing procedures are completed including end of day cash out reporting
• Provide feedback to support team members’ probationary and annual performance reviews
• Communicate any team member performance issues to the Senior Guest Experience Supervisor and Guest Experience Manager, provide support in addressing these concerns
• Welcome guests to Scandinave Spa Whistler and provide detailed information regarding the Thermal Journey Experience including orientation of the site, Massage Services and other products offered
• Be proactive in understanding the needs of the guests to offer appropriate services and products
• Process a variety of transactions using Zenoti including check-in or reservations for Thermal Journey Experience and massages, sale of gift cards and Boutique or Bistro products
• Take ownership for communication and management of waitlist, when applicable, including providing direction to the Guest Experience Team
• Efficient management of Front Desk supplies and Boutique stock
• Maintain the order, cleanliness and ambiance within the reception area, lobby and change rooms
• Ensure adequate staffing presence in the reception
• Follow lost and found procedures and protocols
• Be knowledgeable on current and upcoming sales and marketing promotions, including applying and processing promotional offers in Zenoti
• Respond to the needs of groups in accordance with the directives of the Sales and Marketing Team
• Oversee the Supervisor email account and assist in responding to all guest and internal emails
• Identify IT or Maintenance concerns and take ownership of opening IT Service Desk Tickets or Maintenance Work Orders to notify the IT or Maintenance Teams, collaboration to find solutions and ongoing communication until resolution
• All other tasks requested of you for the smooth and efficient function of the Scandinave Whistler

Prerequisites:

• Previous customer service experience preferred
• Previous experience in a leadership role
• Energetic and positive team player
• Excellent verbal and written communication
• Proactive, creative problem-solving skills with an ability to remain calm and professional at all times
• Proficient with Microsoft Word, Excel, and Outlook
• Clear criminal record check
• Available to work full-time hours, including evenings and weekends

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