Full-time Operations Manager - Guest Experience

Thermea Spa Village; Whitby; On-site; CAD 55,000 - 75,000; Full time

Benefits offered by this job

Free Thermal Experience

Health Insurance

Job summary

Thermea Spa Village Whitby seeks an Operations Manager – Guest Experience to supervise the Guest Experience team and uphold the brand standards across all guest touchpoints. You’ll act as Manager on Duty, coordinate with departments, and drive improvements to ensure a seamless, memorable spa village experience.

The role requires five years in wellness or hospitality, a college diploma, strong MS Office skills, and a flexible schedule with 40–44 hours per week.

Qualifications

• College diploma in tourism, hospitality, or equivalent training.
• Minimum five years in wellness, hospitality or tourism.
• Minimum three years of leadership experience managing a team.
• Excellent MS Office skills (Word, Excel, Outlook, PowerPoint).
• Strong communication with customers, managers and colleagues.

Responsibilities

• Act as Manager on Duty for the spa and coordinate with departments.
• Lead guest experience initiatives and ensure brand standards are met.
• Address guest complaints and resolve issues promptly.
• Develop procedures and supervise team development.
• Oversee opening/closing, cleanliness, safety and incident reporting.
• Monitor inventory, guest feedback and labour percentages.
• Collaborate with Contact Centre and IT for timely issue resolution.

Skills

Leadership

Customer service

Communication

Multi-tasking

Problem solving

Agile

First Aid/CPR

Education

College diploma in tourism or hospitality

Tools

CRM

Booker

Lightspeed

Job description

Full-time Operations Manager - Guest Experience at Thermea Spa Village Whitby

We have taken the spa experience and transformed it into a wellness village. Thermea Spa Village Whitby is familiar, feels like home and allows its guests to escape the hectic pace of modern life. 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. Our spa village, a twist on traditional spa culture, combines unique experiences inspired by rituals found around the globe with a distinctively Canadian character—a peaceful hideaway for our guests, not too far from home.

We have a current opening for an Operations Manager- Guest Experience

It takes a village, join us.

We are seeking a passionate Operations Manager- Guest Experience in Whitby, Ontario to join our village.

Find your place at Thermea Spa Village Whitby.

What We Stand For

Our mission is to give our guests a moment’s rest by offering them refuge, away from the pressures of modern life where they may rediscover their own well-being and, as a result, live a happier and longer life. Your role as an artisan of our spa village is to cultivate peace. We are passionate and dedicated team players here at Thermea Spa Village Whitby. Always enthusiastic, helpful, conscientious, discrete—and most of all, respectful. We deeply care about everyone—guests and fellow artisans alike—in our wellness village.

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: The best in wellness | The feeling of somewhere else | A trouble‑free experience | In a natural state.

What You’ll Do

• 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.

Leadership and Collaboration

• 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

Profile needed

• 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 good 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;
• Ability to multi-task
• Confident decision-making
• Agile and excellent problem solving skills
• First Aid/CPR, an asset

When

You will work on average 40-44 hours per week with a variable schedule including days, evenings, weekends, holidays, so flexibility is required.

Compensation

• Annual compensation for the role is expected to be in the range of $55,000-$75,000
• Free Thermal Experience *
• Health Insurance *
• Some conditions apply

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. If you require an accommodation, we will work with you to meet your needs.

The use of AI may be applied during the recruitment process only to provide an overall job suitability score. It will not be used to choose or discard applicant