Guest Experience Manager

Nordik Spa Nature - Chelsea, QC (30+ days ago)

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Responsibilities:
Ensures the coordination of operations;
Ensures the application of organizational standards for customer service;
Ensures that guests enjoy an impeccable Spa experience;
Tracks customer complaints and resolves them proactively;
Identifies improvement on the company’s processes to facilitate the workflow;
Management and coaching of customer service supervisors;
Completes reports relevant to the operations;
Ensures compliance with the "Pratik Nordik" within each department;
Opens and closes the reception and the site, ensuring the cleanliness and safety of the premises;
Ensure the proper cohesion of operations and various services;
Record any accident that has occurred and take actions accordingly;
Ensures good team spirit and good synergy within all departments;
Participates in the recruitment process, (interviews, training, onboarding);
Participates in the development of work schedules and assignments of the massage therapy grid;
Assign tasks and distribute activities within the team members;
Evaluate the motivation and value of employees;
Completes reports relevant to employee management;
Participate in the employee evaluation process;
Support employee development through coaching, motivation and challenges;
Perform any other related tasks requested by his / her immediate supervisor or required by his duties.
Required qualities

Requirements:
College diploma in tourism, hospitality, administration, human resources management or other relevant training;
Minimum 3 years experience as a manager;
Minimum 5 years experience in customer service;
Bilinguism (French and English);
Knowledge with computers;
Knowledge of other languages is an asset;
Results-oriented;
Interpersonal skills and social skills;
Inspiring and dynamic leadership;
Coaching Skills-Talent Developer;
Ability to solve problems quickly;
Work well under pressure;
May have to deal with stressful situations.
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Nordik Spa-Nature

Nordik Spa-Nature is a relaxation spa with a staff committed to the overall wellness of each guest. Hidden in the heart of nature, it offers a complete relaxation experience based around the thermal experience, inspired by Scandinavian tradition. Located in Chelsea, Quebec, at the entrance to Gatineau Park, Nordik Spa-Nature now employs over 220 people, all fully devoted to ensuring their numerous guests enjoy a top quality experience.

Nordik Spa-Nature welcomed its first guests in 2005. It has continued to innovate and evolve by introducing unique relaxation experiences, and eventually became the largest spa in North America. The spa has quickly found its place as a major tourist attraction in the Outaouais region, welcoming more than 230,000 guests every year.

Over the years, Nordik Spa-Nature has won several awards: The People’s Choice Award in 2014 and 2015 at the Outaouais Tourism Awards; Named one of the 9 best tourist attractions in Canada in 2012 by renowned Where magazine; Best Tourist Attraction and Best Accommodation in 2010 at the Outaouais Tourism Awards; Named investment project of the year in 2009 by the Gatineau Chamber of Commerce; winner in the Spa category for the Ottawa-Gatineau region in 2008 and 2009 at the Value Awards, presented by WestJet’s UP magazine; and more.

Thermal experience and wellness offer The thermal experience allows to use the numerous facilities for a full day: 10 baths (hot, cold and temperate), 9 unique saunas, infinity pool, outdoor and indoor relaxation areas as well as a restaurant, café, lounge and terraces. A wide range of massages, body treatments, ritual and treatments are also available to live an uncomparable relaxation experience.