Guest Experience Guide — Spa Reservations (Calgary)

Pomeroy Lodging; Calgary; On-site; CAD 38,000 - 48,000; Full time

Job summary

Yora Nordic Spa is hiring a Connection Centre Guide based at the Pomeroy Lodging Corporate Office in downtown Calgary. You will provide warm, knowledgeable guidance to guests, helping them discover hydrotherapy options and secure bookings.

In this full-time, office-based role, you’ll handle inquiries, offer treatment recommendations, and maintain accurate reservations while keeping guest information secure. Flexibility to cover mornings and evenings based on demand is required.

Qualifications

• Experience in call centre, reservations, hospitality, or sales preferred.
• Clear, confident telephone communication and strong listening skills.
• Warm, reassuring approach and genuine desire to help others.
• Strong attention to detail with reservations and payments.
• Comfort using multiple computer systems including reservation and CRM.
• Organized and responsive in high-volume guest inquiry environments.
• Problem solving and sound judgment.
• Interest in wellness and learning about hydrotherapy and Yora.
• Collaborative mindset and openness to feedback.

Responsibilities

• Create a welcoming first impression by answering incoming calls with warmth, professionalism, and genuine care.
• Listen to each guest’s needs and provide clear information about hydrotherapy, treatments, spa experiences, pricing, and policies.
• Help guests choose and book experiences that suit their interests, with recommendations.
• Create, modify, and confirm reservations accurately using our booking systems.
• Resolve guest questions and concerns with empathy, involving supervisor when needed.
• Maintain accurate guest records, payment information, and follow-up documentation while protecting privacy.
• Stay informed about Yora experiences, availability, and updates.
• Work closely with Guides and spa teams for consistent information and smooth journey.
• Contribute to team goals for responsiveness, service quality, reservation accuracy, productivity, and booking conversion.
• Participate in training and coaching to strengthen product knowledge and guest service skills.

Skills

Call centre experience

Excellent communication

Empathetic approach

Attention to detail

Multisystem proficiency

Organized and responsive

Problem solving

Interest in wellness

Collaborative

Job description

Yora Nordic Spa is hiring a Connection Centre Guide based at the Pomeroy Lodging Corporate Office in downtown Calgary. You will provide warm, knowledgeable guidance to guests, helping them discover hydrotherapy options and secure bookings.

In this full-time, office-based role, you’ll handle inquiries, offer treatment recommendations, and maintain accurate reservations while keeping guest information secure. Flexibility to cover mornings and evenings based on demand is required.