Manager, Operations, Guest Experience at Thermea SpaVillage Whitby

Chelsea, Quebec, Canada -

Full Time

Start Date

Immediate

Expiry Date

01 Oct, 26

Salary

0.0

Posted On

03 Jul, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Team Management, Problem Solving, Leadership, Bilingualism, Process Improvement, Employee Engagement, Recruiting, Training, Operational Reporting, Client Relations, Conflict Resolution, Safety Management, Scheduling, Spa Experience

Industry

Wellness and Fitness Services

Description

Manager, Operations, Guest Experience Reporting to the Director of Guest Experience, the Guest Experience Manager is responsible for overseeing work teams to ensure smooth operations. They mainly perform management activities related to optimizing the guest experience. They ensure administrative follow-ups, manage and supervise the work of their team, and maintain positive relationships with clients. They focus on the continuous improvement of processes and the development of their team. What You’ll Do * Contribute to the development of organizational standards in customer experience; * Ensure clients enjoy an impeccable spa experience, in line with brand standards; * Follow up on customer complaints and resolve them satisfactorily; * Contribute to improving existing procedures; * Guide teams and support their development; * Oversee the opening and closing activities of the site, ensuring cleanliness and safety; * Complete relevant operational reports and document any incidents; * Promote active employee engagement to ensure standards are met or exceeded; * Participate in recruiting and training employees and creating work schedules. Profile Sought * College diploma in tourism, hospitality, or other relevant field; * Minimum of two (2) years of experience in a management position; * Minimum of three (3) years of customer service experience; * Bilingualism (French and English) is essential as 75% of our clientele is English-speaking; * Ability to maintain good relationships with clients and employees; * Inspiring and dynamic leadership; * Agile with strong problem-solving skills. Work Schedule * 40 hours per week; your schedule will vary and include days, evenings, and weekends. * Target start date: Late August or early September 2026. About Nordik Spa-Nature For those who dream of escaping, Nordik Spa-Nature is a haven of well-being. Offering the largest selection of wellness experiences in North America, Nordik Spa-Nature allows you to reconnect with the elements, others, and yourself. It provides a refuge from modern life, allowing a moment of reprieve. Join us! When you work at Nordik Spa-Nature, you’re not just gaining a job; you’re joining a family. We’re proud to be one of the warmest and most welcoming communities, and our guests truly appreciate it. We go to great lengths to offer excellent care to our clients and ensure the well-being of our employees, who are our artisans. Who We Are Our mission is to give our guests a moment of respite by offering a haven away from the pressures of modern life, where they can rediscover their well-being and, consequently, live a happier and longer life. Your role as an artisan at our spa-nature is to cultivate peace. Here, at Nordik Spa-Nature, we form a passionate and dedicated team. We are always enthusiastic, helpful, conscientious, discreet, and, above all, respectful. We care deeply about each of our guests and fellow artisans in our wellness spa.

Responsibilities

The Guest Experience Manager oversees work teams to ensure smooth operations and optimizes the guest experience. They manage team activities, resolve customer complaints, and contribute to process improvements.