About the role
Thermëa spa villageabout 20 hours ago
Whitby, Ontario
Senior Level
full_time
About the role
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.
About Thermëa spa village
Wellness and Fitness Services
51-200
For those who dream of being somewhere else, the Thermëa spa villages are wellness havens. Offering the widest selection of experiences dedicated to the well-being of the body and mind in North America, Thermëa spa villages allow you to reconnect with the elements, others, and yourself. They present a refuge to escape modern life and the opportunity to give life a moment’s rest.
About Groupe Nordik
Groupe Nordik est une entreprise en pleine effervescence qui vise à se tailler une place au sommet de l’industrie du mieux-être, de la santé et du tourisme. C’est en misant sur la diversité de ses activités que Groupe Nordik parvient à créer de la valeur et ainsi à développer le marché de l’entreprise. Par l’entremise de sa division Développement corporatif, elle identifie et évalue des opportunités d’affaires afin de s’y associer et de réaliser des projets prometteurs et d’envergure, et ce, au sein d’organisations dynamiques dont les mandats s’inscrivent globalement dans l’univers du mieux-être.
Nous sommes actuellement à la recherche de talents qui, grâce à leurs compétences, sauront contribuer à la croissance et à la réalisation de la mission de l’entreprise. Joignez-vous à l’équipe.
Nordik Group is a rapidly expanding company that wants to carve out a place for itself at the peak of the wellness, health and tourism industries. By relying on the diversity of its activities, Nordik Group has created value and has grown its market. Through its Corporate Development division, Nordik Group identifies and assesses promising, large-scale projects and business opportunities to accomplish and join along with dynamic organizations with mandates generally focused on wellness.
Currently, we are seeking talented people who can contribute to the growth and development of the company’s mission through their individual skills. Join our team.
About the role
Thermëa spa villageabout 20 hours ago
Whitby, Ontario
Senior Level
full_time
About the role
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.
About Thermëa spa village
Wellness and Fitness Services
51-200
For those who dream of being somewhere else, the Thermëa spa villages are wellness havens. Offering the widest selection of experiences dedicated to the well-being of the body and mind in North America, Thermëa spa villages allow you to reconnect with the elements, others, and yourself. They present a refuge to escape modern life and the opportunity to give life a moment’s rest.
About Groupe Nordik
Groupe Nordik est une entreprise en pleine effervescence qui vise à se tailler une place au sommet de l’industrie du mieux-être, de la santé et du tourisme. C’est en misant sur la diversité de ses activités que Groupe Nordik parvient à créer de la valeur et ainsi à développer le marché de l’entreprise. Par l’entremise de sa division Développement corporatif, elle identifie et évalue des opportunités d’affaires afin de s’y associer et de réaliser des projets prometteurs et d’envergure, et ce, au sein d’organisations dynamiques dont les mandats s’inscrivent globalement dans l’univers du mieux-être.
Nous sommes actuellement à la recherche de talents qui, grâce à leurs compétences, sauront contribuer à la croissance et à la réalisation de la mission de l’entreprise. Joignez-vous à l’équipe.
Nordik Group is a rapidly expanding company that wants to carve out a place for itself at the peak of the wellness, health and tourism industries. By relying on the diversity of its activities, Nordik Group has created value and has grown its market. Through its Corporate Development division, Nordik Group identifies and assesses promising, large-scale projects and business opportunities to accomplish and join along with dynamic organizations with mandates generally focused on wellness.
Currently, we are seeking talented people who can contribute to the growth and development of the company’s mission through their individual skills. Join our team.