Connection Centre Guide

Job summary

Act as the first point of contact for guests by managing resort and spa bookings via phone and email. Provide personalized wellness recommendations and ensure a seamless reservation experience.

Job details

We are looking for a Connection Guide to join our team! As a Guide, you are more than a reservation specialist — you are the first point of contact in a guests wellness journey. You create a simple, welcoming path to wellness, helping guests access meaningful moments of connection with nature, themselves, and others. Key Responsibilities Create Effortless Access Guide guests through resort and spa bookings with clarity and care across phone and email channels. Make the experience simple and seamless from first inquiry to confirmed reservation. Anticipate needs and remove friction before it arises. Foster Genuine Connection Listen with intention to understand each guest’s unique wellness goals. Offer personalized recommendations aligned with their preferences and comfort. Hold space for questions, concerns, and special requests with empathy and confidence. Be a Trusted Wellness Resource Develop a deep understanding of our spa experiences, environments, and philosophy. Speak naturally and authentically about what makes our approach to wellness unique. Help guests choose experiences that support rest, connection, and renewal. Contribute to Shared Success Support individual and team goals through thoughtful guidance and service excellence. Accurately document guest interactions to ensure continuity of care. Uphold privacy, compliance, and operational standards with integrity. Who You Are Warm, grounded, and naturally welcoming. A clear communicator who makes complex information feel simple. Passionate about wellness, hospitality, and creating meaningful experiences. Comfortable guiding conversations toward booking decisions without pressure. Motivated by contributing to a collaborative, supportive team environment. Experience in hospitality, spa, wellness, or contact centres is an asset — but your ability to connect authentically matters most. Working Environment Day, afternoon, or evening shifts, including weekends and statutory holidays. Office-based role in downtown Calgary. A collaborative team culture rooted in respect, trust, and shared success. If you are passionate about making wellness accessible, welcoming, and meaningful, we invite you to apply and become the first point of connection in our guests’ experience. Please submit your resume for consideration.

What you’ll do

Act as the first point of contact for guests by managing resort and spa bookings via phone and email. Provide personalized wellness recommendations and ensure a seamless reservation experience.

Requirements

Candidates should be warm, grounded communicators with a passion for wellness and hospitality. Previous experience in contact centers or spa environments is considered an asset.

Listed skills

• Customer service · Preferred
• Communication · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Service
• Reservation Management
• Communication
• Empathy
• Hospitality
• Wellness Consulting
• Phone Etiquette
• Email Communication
• Active Listening
• Personalized Recommendations

Job areas

• Hospitality
• Customer Service & Support
• Administrative