Guest Experience Team Lead Our MissionTo offer a haven for personal renewal in the Scandinavian age-old tradition where body and mind find peace.

VisionTo 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.

Expectations

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 Job Type: Full-Time

Hourly Rate: $23.04/hour Advantages: Complimentary thermal baths membership for yourself

Extended Health Benefits after 3 months

Massage Discounts of up to 35%

Food and beverage discounts for onsite café of 25%

Complimentary thermal baths membership for one friend, after 3 months

Winter Whistler Blackcomb Spirit Pass or Wellness Program

Corporate discount vouchers for friends and family visiting Scandinave Spa

Staff accommodation, based on availability

Flexible Schedule Tasks and Responsibilities 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.

Productive 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 Prerequisites: 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 #WHISPA23

📌 Guest Experience Team Lead (Whistler)
🏢 Scandinave Spa Whistler
📍 Whistler