Guest Experience Team Lead

HR_RH•Whistler, BC

1d•Onsite

About The Position

Our Mission: To offer a haven for personal renewal in the Scandinavian age-old tradition where body and mind find peace. Vision: To be recognized as the best relaxation experience in Canada while providing a meaningful workplace that encourages a balanced lifestyle. Fundamental Values: 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 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.

Requirements

Previous customer service experience (leadership preferred)
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

Provide leadership to the Guest Experience Team to achieve company goals
Co-ordinate daily tasks
Delegate tasks through clear communication
Train Guest Experience team members
Offer a warm, friendly and professional welcome to guests
To create a comfortable environment for guests
Sell and promote the services and products offered by the Scandinave Spa Whistler
Demonstrate positive leadership and keep the team motivated.
Ensure equal division of daily tasks within the team
Support complex guest service scenarios
Guide the team on maintaining Customer Service Standards
Assist in training Guest Experience team members
Ensure all opening and closing procedures are completed including end of day cash out reporting
Provide feedback to support team members’ development and probationary and annual performance reviews
Welcome guests to the Spa and provide detailed information regarding the Thermal Journey Experience including orientation of the site, Massage Services and other products offered
Be proactive in understanding guest needs 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.
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
Identify IT or Maintenance concerns and take ownership of opening IT Service Desk Tickets or Maintenance Work Orders.
All other tasks requested of you for the smooth and efficient function of the Scandinave Whistler