Manager, Operations, Guest Experience

Groupe Nordik • Chelsea, QC

2d • Onsite

About The Position

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.

Requirements

• 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

Responsibilities

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree