Operations Manager of Guest Experience

Thermea Spa Village; Whitby; On-site; CAD 70,000 - 90,000; Full time

Job summary

Thermea Spa Village Whitby recherche un Operations Manager - Guest Experience pour optimiser l'expérience des clients et diriger son équipe. Vous jouerez un rôle clé dans le développement des normes de service, la gestion des opérations quotidiennes et l'amélioration continue des processus. Si vous êtes passionné par l'accueil et le bien-être, rejoignez une équipe dédiée à faire de chaque visite une expérience mémorable.

Benefits

Accès gratuit au Spa

Réductions sur les services de spa

Plan de développement personnalisé

Assurance santé

Qualifications

• Minimum 5 ans d'expérience en service client.
• Minimum 3 ans d'expérience en position de leadership.
• Capacité à gérer des équipes et à promouvoir l'engagement des employés.

Responsibilities

• Gérer les opérations de l'expérience client en optimisant les processus.
• Superviser le développement et la formation des équipes.
• Assurer un suivi efficace des plaintes des clients.

Skills

Customer-focused

Leadership

Problem-solving

Organization

Communication

Education

College diploma in tourism or hospitality

Tools

MS Office

Job description

Join to apply for the Operations Manager of Guest Experience role at Thermea Spa Village

Join to apply for the Operations Manager of Guest Experience role at Thermea Spa Village

Operations Manager of 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 allowsits guests to escape the hectic pace of modern life. Our spa village is the first of its kind, with state-of-the-artinstallations and at its core, buildings reminiscent of a distant past, when life was strongly connected with nature and steeped in traditions.Our spa village, atwist ontraditionalspa culture,combinesunique experiences inspired byrituals found around the globe with a distinctively Canadian character—a peaceful hideawayfor our guests, not too far from home.

It takes a village, join us.

When you work at Thermea Spa Village Whitby ,youarenot just gaining a job—youarefinding a family. We pride our community on being one of the warmest and most welcoming—and,our guests truly do appreciate it.Wego out of our way to provide excellent care to our guests, as well as ourartisans.

We are seeking a passionateOperations Manager- Guest ExperienceinWhitby, Ontarioto join our village.

Find your place at Thermea Spa Village Whitby.

What we stand for

Our mission is togive our guests a moment’s restbyofferingthemrefuge,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 roleas an artisanofour spa villageis to cultivate peace.We arepassionate anddedicated team playershere at Thermea Spa Village Whitby .Alwaysenthusiastic, helpful, conscientious, discrete—and most of all,respectful. Wedeeplycare about everyone—guests andfellowartisans alike—inourwellnessvillage.

What we need

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.

Whatyou’lldo

Management Activities : planning, organization, and control

• 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 customer experience;
• Ensure that the customer experience is impeccable, according to the standards dictated by the brand;
• Follow up on customer 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 and disciplinary management when required;
• Performs any other related duties.

Leadership and Collaboration

• Participate in the recruitment and training of employees and the development of weekly work schedules, including payroll;
• Participate in inventory ordering and tracking
• Promote active employee engagement to ensure that established standards are met or exceeded.
• Provide ongoing coaching and mentorship for the Guest Experience Supervisor team
• Attend daily morning huddles and report on Guest Experience activities to all relevant departments
• Conduct quarterly 1 : 1’s with the team you are managing and complete annual performance reviews

Profile needed

What is the profile needed in order to be successful in this position

• College diploma in tourism, hospitality, or other relevant training is an asset;
• Minimum experience of three (5) years in customer service;
• Minimum experience of two (3) years in a leadership position;
• 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);
• Possess good sense of organization, planning and monitoring, as well as great professional rigor;
• Ability to multi-task;
• Inspiring and dynamic leader;
• Agile and excellent problem solving skills;
• First Aid / CPR, an asset;

When

You will work a flexible schedule that regularly includes days, evenings, weekends, and holidays.

What

• Competitive salary based on the pay scale in effect at Thermea Spa Village Whitby
• Curated development plan
• Influential role in a growing company
• Free Spa Village Access
• Discount on spa services
• 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.

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Full-time

Job function

Job function

Management and Manufacturing

Wellness and Fitness Services

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