Guest Experience Team Lead

Scandinave Spa Whistler, 8010 Mons Road, Whistler, British Columbia, Canada

Job Description

Posted Saturday, August 15, 2026 at 7:00 a.m.

Guest Experience Team Lead

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.

• 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.
• Provide leadership to the Guest Experience T eam to achieve company goals
• Co-ordinate daily tasks
• Delegate tasks through clear communication
• Train Guest Experience team members
• Offer a warm, friendly and professional welcome to guests
• To create a comfortable environment for guests
• Sell and promote the services and products offered by the Scandinave Spa Whistler

Job Type: Full-Time

Hourly Rate: $23.04/hour

• Complimentary thermal baths membership for yourself
• Extended Health Benefits after 3 months
• Massage Discounts of up to 35%
• Food and beverage discounts for onsite café of 25%
• Complimentary thermal baths membership for one friend, after 3 months
• Winter Whistler Blackcomb Spirit Pass or Wellness Program
• Corporate discount vouchers for friends and family visiting Scandinave Spa
• Staff accommodation, based on availability
• Flexible Schedule

Tasks and Responsibilities

• Demonstrate positive leadership and keep the team motivated.
• Ensure equal division of daily tasks within the team
• Guide the team on maintaining Customer Service Standards
• Assist in training Guest Experience team members
• Ensure all opening and closing procedures are completed including end of day cash out reporting
• Provide feedback to support team members' development and probationary and annual performance reviews
• Welcome guests to the Spa and provide detailed information regarding the Thermal Journey Experience including orientation of the site, Massage Services and other products offered
• Be proactive in understanding guest needs to offer appropriate services and products
• Process a variety of transactions using Zenoti including check-in or reservations for Thermal Journey Experience and massages, sale of gift cards and Boutique or Bistro products
• Take ownership for communication and management of waitlist, when applicable.
• Efficient management of Front Desk supplies and Boutique stock
• Maintain the order, cleanliness and ambiance within the reception area, lobby and change rooms
• Ensure adequate staffing presence in the reception
• Follow lost and found procedures and protocols
• Be knowledgeable on current and upcoming sales and marketing promotions, including applying and processing promotional offers in Zenoti
• Respond to the needs of groups in accordance with the directives of the Sales and Marketing Team
• Identify IT or Maintenance concerns and take ownership of opening IT Service Desk Tickets or Maintenance Work Orders.
• All other tasks requested of you for the smooth and efficient function of the Scandinave Whistler

Prerequisites:

• Previous customer service experience (leadership preferred)
• Energetic and positive team player
• Excellent verbal and written communication
• Proactive, creative problem-solving skills with an ability to remain calm and professional at all times
• Proficient with Microsoft Word, Excel, and Outlook
• Clear criminal record check
• Available to work full-time hours, including evenings and weekends

Scandinave Spa Whistler, 8010 Mons Road, Whistler, British Columbia, Canada

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Scandinave Spa Whistler, 8010 Mons Road, Whistler, British Columbia, Canada

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Guest Experience Team Lead

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• 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.

• Provide leadership to the Guest Experience T eam to achieve company goals

• Co-ordinate daily tasks

• Delegate tasks through clear communication

• Train Guest Experience team members

• Offer a warm, friendly and professional welcome to guests

• To create a comfortable environment for guests

• Sell and promote the services and products offered by the Scandinave Spa Whistler

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Complimentary thermal baths membership for yourself

Work Hours

Full Time