Supervisor, Guest Experience

Groupe Nordik; Winnipeg; On-site; CAD 42,000 - 64,000; Full time

Job summary

Thermea Spa Village in Canada is seeking a passionate Guest Experience Supervisor to lead guest services and operations at our wellness village.

Reporting to the Guest Experience Manager, you will supervise the team, ensure impeccable guest experiences, and collaborate across departments to maintain our welcoming, boutique spa culture.

Qualifications

• College degree in tourism, hospitality, or other relevant training is an asset.
• Minimum three years experience in customer service.
• Minimum of one year experience leading a team.
• Ability to solve problems quickly.
• Ability to multi-task.
• Strong sense of teamwork.
• Responsible, autonomous and resourceful.
• Good physical condition; ability to work outdoors year-round.
• First Aid/CPR is an asset.

Responsibilities

• Supervise the work of team members to ensure smooth running of daily operations and contribute to development.
• Ensure that the guests’ experience is impeccable, according to brand standards.
• Follow up on guests’ complaints and resolve them satisfactorily.
• Assist in developing standards for new procedures and contribute to improvement of existing procedures.
• Participate in recruitment and training of employees and development of work schedules.
• Participate in opening and closing activities of the site ensuring cleanliness and safety.
• Utilize CRM, Booker, and Lightspeed effectively.
• Liaise with the Contact Centre and IT department.
• Participate in active decision making on behalf of the spa.
• Provide consistent on-floor support and regular site walks.
• Promote active employee engagement to meet or exceed standards.
• Collaborate across departments to achieve common goals.
• Perform other related duties.

Skills

Customer service

Team leadership

Problem solving

Multi-tasking

Teamwork

Autonomy

Physical stamina

First Aid/CPR

Education

College degree in tourism or hospitality

Tools

CRM

Booker

Lightspeed

Job description

We have taken the spa experience and transformed it into a wellness village. Thermea Spa Village is familiar, feels like home, and allows its guests to escape the hectic pace of modern life. Our spa village is the first of its kind, with state-of-the‑art installations and, at its core, buildings reminiscent of a distant past, when life was strongly connected with nature and steeped in traditions. Our spa village, a twist on traditional spa culture, combines unique experiences inspired by rituals found around the globe with a distinctively Canadian character—a peaceful hideaway for our guests not too far from home.

It takes a village, join us.

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

We are currently seeking a passionate Guest Experience Supervisorto join our village.

Find your place at Thermea Spa Village.

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.Alwaysenthusiastic, helpful, conscientious, discrete—and most of all,respectful. Wedeeplycare about everyone—guests andfellowartisans alike—inourwellnessvillage.

What we need

Reporting to the Guest Experience Manager, the Guest Experience Supervisor’s responsibility is to ensure excellent customer service and a memorable experience to our guests by supervising the operations and the customer service teams. The incumbent is also responsible for performing administrative duties and operational tasks to ensure a best‑in‑class customer experience.

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

• Supervise the work of team members to ensure smooth running of the daily operations and contribute to their development and growth;
• Ensure that the guests’ experience is impeccable, according to the standards dictated by the brand;
• Follow up on guests complaints and resolve them in a satisfactory manner;
• Assist in developing standards for new procedures and contribute to the improvement of the existing procedures;
• Participate in the recruitment and training of employees and the development of work schedules;
• Participates in the opening and closing activities of the site by ensuring the cleanliness and safety of the premises;
• Utilize various software programs effectively and efficiently (CRM, Booker, Lightspeed);
• Liaise with the Contact Centre and IT department;
• Participate in active decision making on behalf of the spa;
• Provide consistent support to the team on the floor and complete regular site walks;
• Promote active employee engagement to ensure that established standards are met or exceeded;
• Collaborate across departments to achieve a common goal;
• Perform other related duties.

Profile needed

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

• College degree in tourism, hospitality, or other relevant training is an asset;
• Minimum three (3) years experience in customer service;
• Minimum of one (1) year experience in leading a team;
• Ability to solve problems quickly;
• Ability to multi-task;
• Strong sense of teamwork;
• Responsible, autonomous and resourceful;
• Good physical condition; ability to work outdoors during all months of the year (weather appropriate uniform provided).
• First Aid/CPR, an asset

When

You will work on average 40 hours per week with a variable schedule including days, evening, weekends, holidays.

Flexibility is required.