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

• Maintain an attitude and a level of service following Scandinave Spa’s standards;
• Ensure that our guests’ queries are fully answered;
• Coordinate the Guest Experience department daily activities;
• Promote and sell the different products and services provided by Scandinave Spa;
• Keep up to date with the different promotions and upcoming holidays;
• Lead by giving a good example for the Guest Experience department;
• Create and assist the Guest Experience Manager with training and development of procedures.

Salary: $58 500

Tasks & Responsibilities:
Assisting the Guest Experience Manager in overseeing all teams within the Guest Experience Department of the Scandinave Spa, including, but not limited to training, employee performance and development to ensure smooth day-to-day business operations.


Administration:

• Assist in approving department invoices.
• Assist in the collection of data and the creation of monthly reports on departmental performance indicators.
• Analyze guest feedback and surveys for improvements and respond to the feedback.
• Assist in updating the department’s policies and procedures.
• Work with accounting to resolve guest payment discrepancies.
• Assist in completing bi-weekly payroll approvals.
• Maintain appropriate staffing levels by supporting with scheduling.
• Monitor and audit incentive programs for accuracy.
• Monitor shared email inboxes to ensure emails are responded to on time.

Operations

• Ensure the smooth daily operations of the Guest Experience Department.
• Update and supervise team members on department procedures.
• Ensure the team's compliance with company policies.
• Ensure compliance with Health & safety regulations, including following food-safe standards and guidelines for the bistro.
• Assist the Reservations team to ensure the reservations schedule is always balanced evenly across Massage contractors.
• Work closely with Marketing to support the needs of Group sales, events, and promotions.
• Maximize revenue-generating opportunities, through bookings and upsell strategies.
• Ensure inventory stocks of the Bistro area are replenished and ordered based on operation level.
• Ensure the massage pavilion desk is always staffed to assist guests with massage check-ins;

• Ensuring they maintain the massage pavilion waiting areas between each Massage time.

• Ensure the Reservations team completes third-party bookings promptly.

Team Management

• Support the Guest experience Manager with recruitment, training, coaching, and developing the Guest Experience team to provide exceptional customer service that consistently exceeds guest expectations. Conduct probationary and annual employee reviews.
• Support employees by Identifying training and growth opportunities.
• Provide coaching reports and/or progressive discipline when required with guidance from the Guest Experience Manager or HR.
• Provide performance feedback to the Guest Experience Manager and HR Manager.
• Support with employee appreciation and recognition programs for Guest Experience teams.
• All other assigned tasks are necessary for the proper functioning of Scandinave Spa.