Guest Experience Team Lead - Whistler, Canada - Gestion Riviere du Diable Inc

Gestion Riviere du Diable Inc

Verified Company

Whistler, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

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.

Fundamental Values:

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.

Expectations:

To offer a warm, friendly and professional welcome to guests;
To create a comfortable environment for guests;
To sell and promote the products and services offered by the Scandinave Spa Whistler;
To be a Role Model for reception team members;
To coordinate daily tasks required of reception.

Hourly Rate:
$21.50

Tasks and Responsibilities
Completing the following tasks with leadership, keeping the guest experience team motivated and guiding the team to a high standard of service:

Support the guest experience team with difficult guest service situations, being the front line for and resolving Guest Complaints;
Ensure an equal division of daily tasks within the team: Coach team to refer to todo lists for guidance;
Ensure that all opening and closing procedures are completed in a timely manner and checklist is completed for AM and PM shifts;
Complete end of day cash out reporting and completing all end of day cash out room procedures;
Assist team members for questions or any extra coaching;
Responding to the needs of groups as directed by Sales & Marketing; Follow Group Sales Checklist;
Maintain an orderly and clean environment in the Reception Pavilion, i.e. reception, reservation, lobby, bistro, locker rooms, fireplace, etc.;
Ensure towel & bathrobe areas are fully stocked at all times;
Ensure all guest needs are met at all times;
Assist with boutique inventory stock take when required;
Welcome the guests and give explanation regarding:
The Scandinavian Baths procedures;
Massages procedures;
Orientation of The Scandinave Spa Whistler using Welcome guide.
Processing a variety of transactions depending on guest needs using TAC:
Scandinavian Baths & massages;
Gift certificates & Gift cards;
Boutique products.
Maintaining an attitude that ALWAYS meets or exceeds the standards set by the Scandinave;
Coordinating all breaks and lunch breaks for your team at appropriate times;
Report IT or Maintenance issues to ensure smooth process;
Assist with work schedules and procedures and coordinate activities with other work units or departments;
Assist with hiring and interviews for agent positions;
Assist training new team members on duties, tasks and procedures;
Assist in addressing any performance issues with supervisor and manager;
Assist in providing feedback and performance reviews;
All other tasks requested of you for the smooth and efficient function of the Scandinave Whistler.

Prerequisites:

Previous experience customer service environment is preferred
Previous experience in a leadership role preferred
Proficient with Microsoft Word, Excel, and Outlook
Energetic and positive team player
Must have great leadership, communication, and interpersonal skills
Must be able to think on their feet, be proactive, problem solve, and deal with change on a daily basis
Must be available to work fulltime and attend functions after work on a semiregular basis
Clear criminal record check