As the Guest Services Senior Supervisor at Scandinave Spa Blue Mountain, you will report to the Guest Experience Manager. This position ensures that daily operations run smoothly across all areas (reception, reservations, massage coordination, and bistro operations) and that staff are supported, motivated and that guests enjoy a seamless, tranquil, memorable visit.

Qualifications / Requirements:

• Diploma or degree in Hospitality and Tourism (or related field) is preferred.
• Minimum 3 years of supervisory experience  in a customer service environment.
• Proven customer service experience, ideally within a hospitality or spa environment.
• Strong leadership, communication, and interpersonal skills, with the ability to effectively supervise a diverse team.
• Excellent problem-solving ability and adapting to changing priorities in a fast-paced environment.
• Familiarity with POS systems, guest scheduling systems and administrative procedures.
• Proficient with Microsoft Word, Excel, Outlook and SharePoint.
• Must be available to work full-time, Sunday to Thursday.

Duties / Responsibilities

• Provide positive leadership and motivation for the Guest Services team.
• Guide the guests through their spa experience with expert knowledge of all features
• Oversee opening and closing duties as required to maintain operational efficiency.
• Guide the team in managing complex guest service situations.
• Assist with recruiting, onboarding, training, coaching and development of team members as well as any disciplinary actions of team members.
• Coordinate probationary and annual employee reviews, providing feedback and growth opportunities in conjunction with the Guest Experience Manager.
• Ensure clear communication  and effective task delegation with the team.
• Facilitate regular bi-weekly team meetings. Discussions/actions are to be documented and distributed to the team after each meeting.
• As per the Occupational Health and Safety Act (OHSA) (Section 27), the Senior Supervisor must protect the health and safety of staff by ensuring staff follow the OHSA and Health and Safety Scandinave Spa procedures and taking all reasonable precautions to protect staff in the circumstances.
• Ensure all Scandinave Spa operational and administrative policies and procedures are followed by guests and employees.
• Liaise with Manager in developing staff monthly schedules for all  Guest Services Staff according to guest booking volumes.
• Assist with approving time off requests and timesheets for Guest Services Staff
• Manage inventory, stock levels and ordering.
• Assist Guest Experience Manager with developing/updating operational procedures as required.
• Maintain accurate records of departmental reports for compliance, inventory control and operational efficiency.

What We Offer:

• Salary Range: $60,000 to $64,000 per year.
• A generous benefits package including Health, Dental, Vision, AD&D/Critical Incident, Life, LTD, EAP, virtual healthcare and travel insurance.
• Generous Paid time off for Vacation.
• Complimentary employee and partner access to the Thermal Journey.
• Discounts on Massage Services.
• Deferred Profit-Sharing program as well as a RRSP program.
• Discounts on products including Food & Beverage and Boutique purchases