Full-time Operations Manager - Guest Experience Full Time THERMEA SPA VILLAGE WHITBY, Whitby, ON, CA Full-time Operations Manager - Guest Experience at Thermea Spa Village Whitby Our spa village is the first of its kind, with state-of-the-art installations and at its core, buildings reminiscent of a distant past, when life was strongly connected with nature and steeped in traditions. We have a current opening for an Operations Manager- Guest Experience We pride our community on being one of the warmest and most welcoming—and, our guests truly do appreciate it. We are seeking a passionate Operations Manager- Guest Experience in Whitby, Ontario to join our village.

We have a current opening for an Operations Manager – Guest Experience Reporting to the Assistant Director of Operations, Guest Experience the Operations Manager - Guest Experience will be responsible for managing his/her team to ensure smooth operations. The incumbent will mainly perform activities related to the optimization of the guest experience, ensuring administrative follow‑ups and positive relationships with customers while ensuring the continuous improvement of processes and the development of his/her team. You will support the elevation of our culture through the lens of our pillars: Management Activities: planning, organization, and control Act as Manager on Duty for the spa, communicating with all departments in a timely and effective manner.

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




- Ensure the smooth running of the opening and closing activities of the site by ensuring the cleanliness and safety of the premises
- 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
- Provide support to the team on the floor and completing regular site walks
- Provide ongoing coaching and mentorship for the Guest Experience Supervisor team as well as the artisans College diploma in tourism, hospitality, or other relevant training is an asset
- 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 positive relationships with customers and employees; energetic, committed, and customer-focused (internal and external) Posses good sense of organization, planning, monitoring, as well as great professional rigor
- Agile and excellent problem solving skills First Aid/CPR, an asset You will work on average 40-44 hours per week with a variable schedule including days, evenings, weekends, holidays, so flexibility is required.

Health

Insurance * *At Thermea Spa Village Whitby we are committed to fostering an inclusive, accessible environment, where all employees and guests feel valued, respected and supported. Accommodations are available upon request for candidates throughout the hiring process.

📌 Full-time Operations Manager - Guest Experience (Whitby)
🏢 Groupe Nordik
📍 Whitby