Guest Experience Manager

Scandinave Spa Whistler, 8010 Mons Road, Whistler, British Columbia, Canada

Job Description

Guest Experience Manager

Our Mission

Vision

• 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's 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.
• To maintain service levels to Scandinave Spa standards
• To demonstrate great leadership, communication, and interpersonal skills
• To promote a culture of team spirit, authenticity, and professionalism
• To support Guest Experience teams to achieve efficiency in the daily operations of the spa.
• Complimentary thermal journey membership for yourself
• Extended health benefits after 3 months
• Annual complimentary massage allocation and massage discounts of up to 35%
• Food and beverage discounts for onsite café of 25%
• Complimentary thermal journey membership for one friend, after 3 months
• Corporate discount vouchers for friends and family visiting Scandinave Spa Whistler
• Winter Wellness or Spirit Pass program

Tasks & Responsibilities:

Responsible for overseeing all teams within the Guest Experience Department of the Scandinave Spa, including, but not limited to employee performance and development, and financial management to ensure smooth day-to-day business operations.

Administration and Financial Management

• Manage the Department's budget and spending strategies.
• Approve department invoices in a timely manner.
• Generate monthly reports on departmental performance indicators.
• Analyze guest feedback and surveys for improvements.
• Develop and update policies and procedures.
• Work with accounting to resolve guest payment discrepancies.
• Provide performance feedback to the Assistant General Manager and HR Generalist.
• Complete bi-weekly payroll approvals.

Operations

• Ensure the smooth daily operations of the Guest Experience Department (Bistro, Front Desk and Reservations).
• Maintain appropriate staffing levels.
• Update and supervise team members on department procedures.
• Ensure the team's compliance with company policies.
• Ensure compliance with safety regulations.
• Collaboration with the Massage Services Department to maintain business and customer service standards that meet the requirements of the massage practitioner's contracts.
• Work closely with Marketing to support the needs of Group sales, events, and promotions.
• Assist the Reservations team to ensure reservations are balanced evenly across Massage Therapist contractors.
• Maximize revenue-generating opportunities, through bookings and upsell strategies.

Guest Experience

• Ensure consistent adherence to service standards and brand guidelines.
• Handle escalated guest issues in a professional and empathetic manner; seeking solutions that turn challenges into positive experiences.
  • Implement best practices for efficiency and guest satisfaction.
  • Collaborate with other departments to resolve issues.
• Organize customer service training provided bi-annually.

Bistro

• Manage stock levels and minimize food wastage.
• Monitor cost of goods and pricing accuracy.
• Maintain food safety and cleanliness.
• Review bistro products and look for opportunities to elevate our guest's experience.

Employee Relations

• Recruit, lead, coach, and develop the Guest Experience team to provide exceptional customer service and consistently exceed guest expectations.
• Set performance standards and conduct probationary and annual employee reviews.
• Identify training and growth opportunities. Support employees by providing coaching reports
• Develop and deliver training programs to enhance the skills of the Guest Services team in areas such as communication, conflict resolution, and product knowledge.
• Coordinate employee appreciation and recognition programs for Guest Experience teams. Liaise with other operations managers to plan joint departmental events on time and within budget.
• Monitor and audit incentive programs for accuracy.

Prerequisites:

• Minimum of 3 years of experience in a supervisory or management position or equivalent role preferably within the Resort, Hotel or Spa industry.
• Proven experience in a guest services or customer experience management role, with a track record of delivering exceptional service.
• Strong leadership skills and experience managing a team, including coaching, performance management, and team development.
• Excellent communication and interpersonal skills, with the ability to interact effectively with guests, colleagues, and senior management.
• Exceptional problem-solving abilities and a customer-centric mindset.
• An established ability to work in a fast-paced environment.
• Analytical skills to interpret data and insights, making informed decisions to improve guest experiences.
• Proficiency in using customer relationship management (CRM) systems and other relevant software.
• Competency with Excel, Outlook, Word, PowerPoint, and SharePoint.
• Proficiency with HRIS and payroll systems is an asset.
• Must be able to work weekends, holidays, and be able to work flexible hours in accordance with business demands.