Manager, Operations, Guest Experience

Operations Manager – Guest Experience

Reporting to the Assistant Director of Operations, Guest Experience, the Operations Manager will manage the Guest Experience team to ensure smooth operations and elevated guest satisfaction.

What you’ll do

• Act as Manager on Duty for the spa, communicating with all departments in a timely and effective manner.
• Make active decisions on behalf of the spa as acting MOD.
• Develop and maintain organizational standards for the guest experience.
• Ensure the guest experience is impeccable, according to the brand standards.
• Follow up on guest complaints and resolve them satisfactorily.
• Coordinate with the Contact Centre and IT to resolve outstanding issues.
• Develop new procedures and improve existing ones.
• Supervise and mentor the teams.
• Ensure the opening and closing activities run smoothly, in...