Job Title

Guest Relations Manager Join us at Thermea Spa Village Whitby, a wellness village combining stateoftheart installations with a distinctively Canadian character. We are looking for an experienced, motivated, and selfdriven Guest Relations Manager to oversee guest satisfaction, retention, and the overall guest experience under the supervision of the Director of Operations. Responsibilities Guest Relations Management and Enhancement (65%): Act as the main point of contact for guests and resolve issues quickly and effectively to build customer loyalty. Proactively engage guests during their visit to elicit feedback, addressing concerns in the moment where possible. Validate the onsite experience against corporate brand standards. Respond to comments on social media platforms (Google, TripAdvisor, Facebook, Instagram). Investigate and follow up on internal surveys with relevant departments. Serve as the Service Excellence Committee lead. Prepare and lead meetings related to service improvement. Track and implement initiatives to ensure service excellence. Study competitors to find new ways to retain customers and discuss findings with the committee. Provide monthly reports on guest satisfaction and service metrics. Training & Standardization of Internal Processes (20%): Ensure staff training by documenting and guiding implementation of work processes related to: Guest recovery best practices Spa etiquette Workplace culture Work processes Group Management (10%): Manage reservations and follow up on special requests. Coordinate spa events and service exchanges. VIP Management (5%): Handle reservations for VIP guests. Create and send VIP profiles to managers. Prepare gifts, cards, and bottles for VIPs. Ensure special attention and followup on complaints, if any. Qualifications Minimum of 5 years of experience at a decisionmaking level in customer service. College diploma in marketing, sales, or hospitality (an asset). Autonomous with good judgment. Strong ability to build and maintain good relationships at all levels. Strong organizational skills and attention to detail. Ability to work with tight deadlines. Travel occasionally as required. Availability to work daytime, evenings, and weekends as required. Schedule and Compensation You will work a varying schedule that may include days, evenings, weekends, and holidays. The average work week is 4044 hours, with occasional overtime up to 48 hours per week to meet operational needs. Salary is based on the pay scale and benefits in effect at Thermea Spa Village Whitby. EEO & Accommodations Statement At Thermea Spa Village Whitby we are committed to fostering an inclusive, accessible environment where all employees and guests feel valued, respected, and supported. Accommodations are available upon request for candidates throughout the hiring process. If you require an accommodation, we will work with you to meet your needs. Apply Send us your rsum and cover letter by selecting the Apply button below. Additional Information Seniority Level: MidSenior Level Employment Type: Fulltime Job Function: Management and Manufacturing Industries: Wellness and Fitness Services #J-18808-Ljbffr