Guest Services Supervisor - SPA Saskatoon, SK

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

NEW: Opening December2026, Dakota Dunes Thermal Spa

Dakota Dunes Thermal Spa is a world-classdestination featuring our NEW one of a kind INDIGENOUS themed THERMAL WATERSSPA that features expansive thermal waters, spa rituals, day spa services, andinspired food & beverage offerings. Our mission is to create anunforgettable guest journey that nurtures wellbeing, connection, and renewal.

Position Overview

The Guest Services Supervisor providesdaily leadership and support to the Guest Services team while ensuring guestsreceive professional, welcoming, and exceptional service. This position supervisesemployees, assists with daily operations, timely resolution of guest concerns,and ensuring accurate reservations, smooth arrivals and departures, and retailexecution.

This position provides hands-on shift leadership,coaching, and operational support, while developing a confident andknowledgeable Guest Services team while serving as the first escalation pointfor front-line Guest Services employees.

Key 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 throughoutthe shift.
• Support employees with complex bookings, guestaccounts, 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 professionalpresentation; identifying further training needs.
• Monitor adherence to scripts, servicestandards, privacy requirements, and operating procedures.
• Assist with training and onboarding new GuestServices employees.
• Support retail, treatment, dining, andexperience recommendations based on guest needs.
• Observe recurring guest questions or frictionpoints and recommend improvements.