Guest Experience Supervisor

Kaizen Lab Inc.; Saskatoon; Hybrid; CAD 42,000 - 56,000; Full time

Job summary

Dakota Dunes Thermal Spa is opening in December 2026 with a dedicated Guest Services Supervisor role. The position provides daily leadership to the Guest Services team, ensuring guests receive professional, welcoming and exceptional service.

The supervisor will oversee front-desk operations, assist with complex bookings, and coach staff to maintain standards and guest satisfaction. The role focuses on hands-on shift leadership, operational support, and developing a confident, knowledgeable Guest

Responsibilities

• Lead pre-shift briefings and assign front-desk responsibilities according to forecast demand.
• Monitor arrivals, departures, queues, phone/email inquiries, reservations, retail activity, and guest flow throughout the shift.
• Support employees with complex bookings, guest accounts, payment issues, locker/RFID concerns, and policy questions.
• Ensure accurate guest profiles, waivers, reservation notes, payments, refunds, discounts, and retail transactions.
• Coach Guest Services employees on hospitality, product knowledge, communication, sales, accuracy, and professional presentation; identifying further training needs.
• Monitor adherence to scripts, service standards, privacy requirements, and operating procedures.
• Assist with training and onboarding new Guest Services employees.
• Support retail, treatment, dining, and experience recommendations based on guest needs.
• Observe recurring guest questions or friction points and recommend improvements.

Job description

Dakota Dunes Thermal Spa is opening in December 2026 with a dedicated Guest Services Supervisor role. The position provides daily leadership to the Guest Services team, ensuring guests receive professional, welcoming and exceptional service.

The supervisor will oversee front-desk operations, assist with complex bookings, and coach staff to maintain standards and guest satisfaction. The role focuses on hands-on shift leadership, operational support, and developing a confident, knowledgeable Guest