Manager, Operations, Guest Experience

Groupe Nordik•Whitby, ON

2d•CA$55,000 - CA$75,000•Onsite

About The Position

Thermea Spa Village Whitby is seeking a passionate Operations Manager - Guest Experience to join their team. This role involves managing a team to ensure smooth operations, optimizing the guest experience, handling administrative tasks, maintaining positive customer relationships, and continuously improving processes. The Operations Manager will support the elevation of the spa's culture through its pillars: The best in wellness, The feeling of somewhere else, A trouble-free experience, and In a natural state. The company prides itself on being a warm and welcoming community, offering excellent care to both guests and employees.

Requirements

Minimum five (5) years experience in wellness, hospitality or tourism industry.
Minimum three (3) years of leadership experience while directly managing a team.
Excellent MS Office skills (Word, Excel, Outlook, and PowerPoint).
Ability to communicate clearly with customers, managers and other associates’.
Ability to develop and maintain good relationships with customers and employees; energetic, committed, and customer-focused (internal and external).
Possess good sense of organization, planning, monitoring, as well as great professional rigor.
Ability to multi-task.
Confident decision-making.
Agile and excellent problem solving skills.

Nice To Haves

College diploma in tourism, hospitality, or other relevant training is an asset.
First Aid/CPR, an asset.

Responsibilities

Act as Manager on Duty for the spa, communicating with all departments in a timely and effective manner.
Participate in active decision making on behalf of the spa as acting MOD.
Participate in the development of organizational standards for the guests’ experience.
Ensure that the guests’ experience is impeccable, according to the standards dictated by the brand.
Follow up on guest complaints and resolve them in a satisfactory manner.
Liaise with the Contact Centre and IT department, following up on any outstanding issues in a timely manner.
Develop standards for new procedures and contribute to the improvement of existing procedures.
Supervise the teams and contribute to their development.
Ensure the smooth running of the opening and closing activities of the site by ensuring the cleanliness and safety of the premises.
Complete reports relevant to the operations and any incidents that occur.
Utilize various software programs effectively and efficiently (CRM, Booker, Lightspeed).
Monitor inventory, guest feedback and departmental labour percentages.
Conduct effective performance management when required and contribute to the teams development.
Performs any other related duties.
Provide support to the team on the floor and completing regular site walks.
Promote active employee engagement to ensure that established standards are met or exceeded.
Provide ongoing coaching and mentorship for the Guest Experience Supervisor team as well as the artisans.
Attend weekly huddles and report on Guest Experience activities to all relevant departments.