About the Role The Guest Services Concierge is the face of Forum Thermal and plays an essential role in creating a memorable first and lasting impression. This position provides warm, attentive and knowledgeable service throughout every stage of the guest journey from the initial inquiry and reservation through arrival, check-in and departure.

The ideal candidate thrives in a collaborative environment, remains calm and organized under pressure, and is passionate about creating exceptional wellness and hospitality experiences.

Why Forum Thermal?

Forum Thermal is creating a modern thermal wellness destination centred around restoration, connection and exceptional hospitality. As a member of our team, you will have the opportunity to help shape the guest experience and contribute to a thoughtful, welcoming workplace culture.

Our Team Members Enjoy

At Forum Thermal, we want our team to enjoy the experience we create just as much as our guests do. Team member perks and benefits include:

- Comprehensive health benefits for eligible team members
- Up to 10 unpaid vacation days annually, with 4% vacation pay paid out each pay period
- Up to 5 unpaid personal days annually, based on eligibility
- Complimentary thermal access for you and a guest during designated off-peak times - up to 2 visits per bi-weekly pay period
- 40% off eligible Forum Thermal retail products
- A streamlined employee experience through BambooHR, including onboarding, career conversations, time-off requests, scheduling resources, and time tracking

Eligibility and terms may vary based on employment status, hours worked, operational requirements, and applicable Forum Thermal policies.

Responsibilities

Responsibilities and essential job functions include, but are not limited to:
- Represent Forum Thermal with the highest level of professionalism, warmth and service excellence.
- Maintain a thorough understanding of Forum Thermal’s facilities, thermal experiences, rituals, massage treatments, retail products, pricing and guest policies.
- Welcome and acknowledge all guests,



anticipate their needs and respond promptly and thoughtfully.
- Manage guest inquiries in person, by phone and through applicable digital communication channels.
- Complete reservations, appointment changes, check-in and check-out procedures accurately and efficiently.
- Provide guests with transparent information regarding arrival procedures, thermal etiquette, available experiences and what to expect during their visit.
- Prepare and distribute guest items such as robes, towels, slippers, locker access and other amenities.
- Process cash, credit cards, gift cards and other accepted methods of payment accurately.
- Complete opening and closing procedures, including cash reconciliation and preparation of the Guest Services area.
- Protect the privacy and confidentiality of all guest information.
- Support retail sales by providing thoughtful product recommendations and completing transactions.
- Assist with maintaining organized, clean and visually appealing reception, retail and guest areas.
- Monitor inventory levels for Guest Services supplies, retail products and guest amenities, communicating replenishment needs promptly.
- Communicate guest requests, booking details and operational updates to the appropriate departments.
- Collaborate closely with massage therapists, facility operators, leadership and other departments to support seamless daily operations.
- Demonstrate positive energy, pride in work, teamwork and a willingness to support others.
- Manage multiple priorities in a fast-paced environment while using sound judgment and maintaining attention to detail.
- Demonstrate strong follow-through and ownership of assigned responsibilities.
- Receive guest comments and feedback professionally,



resolve concerns within the scope of the role and escalate when appropriate.
- Maintain a complete understanding of and adhere to all Forum Thermal policies, procedures and service standards.
- Follow all health and safety policies and immediately identify and report potential hazards or safety concerns.
- Perform other duties as assigned.

Our Ideal Candidate
- Previous experience in a spa, hospitality, guest-service or retail-sales environment is preferred.
- A genuine passion for guest service, health and wellness.
- Highly self-motivated and able to work effectively with minimal supervision.
- Excellent written and verbal communication skills.
- Professional presentation and conduct.
- Strong interpersonal, problem-solving and conflict-resolution skills.
- Ability to work independently while contributing positively to a collaborative team.
- Highly organized and able to remain calm under pressure.
- Ability to manage several diverse tasks and priorities at the same time.
- Excellent time-management skills and solid attention to detail.
- Comfortable using computers and learning new technology.
- Previous experience with reservation, scheduling or point-of-sale systems is preferred.
- Ability to accurately handle cash and various payment methods.
- Current Standard First Aid and CPR certification is considered an asset.
- Ability to remain professional, warm and courteous in all guest interactions.

Working Conditions

This position requires

- Availability for a variety of shifts, including early mornings, late evenings, weekends and holidays.
- Frequent standing and walking throughout the shift.
- Frequent bending, kneeling, pushing and pulling.
- Frequent use of stairs and ramps.
- Frequent lifting, with the ability to lift up to 25 lbs when required.
- Working in a busy, public-facing environment with periods of high guest traffic.
- Occasional exposure to warm, humid and wet areas within the thermal facility.

Work Eligibility All applicants must be legally entitled to work in Canada.

📌 Guest Services (Calgary)
🏢 Forum Thermal
📍 Calgary