Guest Experience Team Lead

HR_RH•Whistler, BC

2d•CA$22•Onsite

About The Position

Our Mission is to offer a haven for personal renewal in the Scandinavian age-old tradition where body and mind find peace. Our Vision is to be recognized as the best relaxation experience in Canada while providing a meaningful workplace that encourages a balanced lifestyle. Our Fundamental Values are Authenticity, Team Spirit, and Professionalism. This role is expected to provide leadership to the Guest Experience Team to achieve company goals, co-ordinate daily tasks, delegate tasks, and train team members. The role involves welcoming guests warmly, creating a comfortable environment, and promoting services and products offered by the Scandinave Spa Whistler.

Requirements

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

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