Guest Experience Team Lead

Scandinave Spa; Whistler; On-site; CAD 64,747,000 - 75,768,000; Full time

Benefits offered by this job

Complimentary thermal baths membership

Extended Health Benefits after 3 meses

Massage Discounts of up to 35%

Food and beverage discounts for onsite

Complimentary thermal baths membership

Winter Whistler Blackcomb Spirit Pass

Corporate discount vouchers

Staff accommodation

Flexible Schedule

Job summary

Scandinave Spa Whistler in Whistler, BC, is seeking a Guest Experience Team Lead to supervise daily operations at the reception and spa front desk. You will lead a friendly, service-minded team, coordinate tasks, train staff, and promote the spa’s Thermal Journey experiences and products to guests.

The role includes managing reservations in Zenoti, ensuring smooth opening/closing procedures, and delivering excellent customer service while upholding the brand standards.

Qualifications

• Previous customer service experience (leadership preferred).
• Energetic and positive team player.
• Excellent verbal and written communication.
• Proactive, creative problem-solving skills with calm and professional attitude.
• Proficient with Microsoft Word, Excel, and Outlook.
• Clear criminal record check.
• Available to work full-time hours, including evenings and weekends.

Responsibilities

• Demonstrate positive leadership and keep the team motivated.
• Ensure equal division of daily tasks within the team
• Guide the team on maintaining Customer Service Standards
• Assist in training Guest Experience team members
• Ensure all opening and closing procedures are completed including end of day cash out reporting
• Provide feedback to support team members' development and probationary and annual performance reviews
• Welcome guests to the Spa and provide detailed information regarding the Thermal Journey Experience including orientation of the site, Massage Services and other products offered
• Be proactive in understanding guest needs to offer appropriate services and products
• Process a variety of transactions using Zenoti including check-in or reservations for Thermal Journey Experience and massages, sale of gift cards and Boutique or Bistro products
• Take ownership for communication and management of waitlist, when applicable.
• Efficient management of Front Desk supplies and Boutique stock
• Maintain the order, cleanliness and ambiance within the reception area, lobby and change rooms
• Ensure adequate staffing presence in the reception
• Follow lost and found procedures and protocols
• Be knowledgeable on current and upcoming sales and marketing promotions, including applying and processing promotional offers in Zenoti
• Respond to the needs of groups in accordance with the directives of the Sales and Marketing Team
• Identify IT or Maintenance concerns and take ownership of opening IT Service Desk Tickets or Maintenance Work Orders.
• All other tasks requested of you for the smooth and efficient function of the Scandinave Whistler

Skills

Team leadership

Customer service

Training

Communication

MS Office

Zenoti

Tools

Zenoti

MS Office

Job description

Scandinave Spa Whistler, 8010 Mons Road, Whistler, British Columbia, Canada

Job Description

Posted Saturday, August 15, 2026 at 7:00 a.m.

Guest Experience Team Lead

Our Mission
To offer a haven for personal renewal in the Scandinavian age-old tradition where body and mind find peace.

Vision
To be recognized as the best relaxation experience in Canada while providing a meaningful workplace that encourages a balanced lifestyle.

• Authenticity: we are welcoming and genuine. With the simplicity and quality of the experience we offer, we lead by staying true to the Scandinavian tradition through our locations, materials, and scents.
• Team Spirit: we communicate, display empathy and work in a family spirit. We approach change in a positive way, are always willing to help, and rally around common goals.
• Professionalism: we anticipate our guest needs and go above and beyond their expectations, we are experts, we perform at the highest level, we lead by example, are accountable and deliver great results.
• Provide leadership to the Guest Experience T eam to achieve company goals
• Co-ordinate daily tasks
• Delegate tasks through clear communication
• Train Guest Experience team members
• Offer a warm, friendly and professional welcome to guests
• To create a comfortable environment for guests
• Sell and promote the services and products offered by the Scandinave Spa Whistler

Job Type: Full-Time

Hourly Rate: $23.04/hour

• Complimentary thermal baths membership for yourself
• Extended Health Benefits after 3 months
• Massage Discounts of up to 35%
• Food and beverage discounts for onsite café of 25%
• Complimentary thermal baths membership for one friend, after 3 months
• Winter Whistler Blackcomb Spirit Pass or Wellness Program
• Corporate discount vouchers for friends and family visiting Scandinave Spa
• Staff accommodation, based on availability
• Flexible Schedule

Tasks and Responsibilities

• Demonstrate positive leadership and keep the team motivated.
• Ensure equal division of daily tasks within the team
• Guide the team on maintaining Customer Service Standards
• Assist in training Guest Experience team members
• Ensure all opening and closing procedures are completed including end of day cash out reporting
• Provide feedback to support team members' development and probationary and annual performance reviews
• Welcome guests to the Spa and provide detailed information regarding the Thermal Journey Experience including orientation of the site, Massage Services and other products offered
• Be proactive in understanding guest needs to offer appropriate services and products
• Process a variety of transactions using Zenoti including check-in or reservations for Thermal Journey Experience and massages, sale of gift cards and Boutique or Bistro products
• Take ownership for communication and management of waitlist, when applicable.
• Efficient management of Front Desk supplies and Boutique stock
• Maintain the order, cleanliness and ambiance within the reception area, lobby and change rooms
• Ensure adequate staffing presence in the reception
• Follow lost and found procedures and protocols
• Be knowledgeable on current and upcoming sales and marketing promotions, including applying and processing promotional offers in Zenoti
• Respond to the needs of groups in accordance with the directives of the Sales and Marketing Team
• Identify IT or Maintenance concerns and take ownership of opening IT Service Desk Tickets or Maintenance Work Orders.
• All other tasks requested of you for the smooth and efficient function of the Scandinave Whistler

Prerequisites:

• Previous customer service experience (leadership preferred)
• Energetic and positive team player
• Excellent verbal and written communication
• Proactive, creative problem-solving skills with an ability to remain calm and professional at all times
• Proficient with Microsoft Word, Excel, and Outlook
• Clear criminal record check
• Available to work full-time hours, including evenings and weekends

Scandinave Spa Whistler, 8010 Mons Road, Whistler, British Columbia, Canada