Manager, Guest Relations

Under the supervision of the Director of Operations, the Guest Relations Manager is responsible for managing the satisfaction of our guests. They ensure the attraction and retention of our valued clientele. Acting as a facilitator in interactions with guests requiring special attention, they ensure the smooth running of the guest experience in every respect, while demonstrating a commitment to excellence. The Guest Relations Manager works closely with the Director of the Client Contact Center.

What you will do:

Guest Relations Management and Enhancement (65%):

• Act as the main point of contact for guests, resolving issues quickly and effectively to build customer loyalty.
• Proactively engage guests during their visit to elicit feedback, addressing concerns in the moment, when possible.
• Ongoing validation of on-site experience to corporate brand standards.
• Respond to comments on various social media platforms (Google, TripAdvisor, Facebook, Instagram).
• Respond, investigate, and follow up with different departments regarding internal surveys.
• Be responsible for the "Service Excellence" Committee.
• Prepare and lead meetings.
• Track and implement initiatives to ensure service excellence.
• Study competitors to find new ways to retain customers and discuss them with the committee.
• Provide monthly reports.
  
  

Training and Standardization of Internal Processes (20%):

• Ensure staff training by documenting & guiding implementation of work processes relating to:
• Guest recovery best practices
• Spa etiquette
• Workplace culture
• Work processes
  

Group Management (10%) (Corporate and Ad Hoc):

• Manage reservations and follow up on special requests.
• Manage and coordinate spa events – service exchanges.
  
  

VIP Management (5%):

• Handle reservations.
• Create and send VIP profiles to managers.
• Prepare gifts, cards, and bottles.
• Ensure special attention and follow-up on complaints, if any.
  
  

You are the right person if your profile includes the following criteria:

• Minimum of 5 years of experience at a decision-making level in customer service.
• College diploma (DEC) in marketing, sales, or hospitality (an asset).
• Occasional travel may be required.
• Ability to work daytime, evenings, and weekends as required.
• Autonomous and demonstrates good judgment.
• Ability to build and maintain good relationships with at all levels.
• Strong organizational skills and attention to detail.
• Ability to work with tight deadlines.
  
  

For those who dream of being elsewhere, Thermea Spa Village is a haven of well-being. Offering the largest selection of experiences dedicated to the well-being of the body and mind in North America, Thermea Spa Village allows you to reconnect with the elements, others, and yourself. It offers a refuge from modern life, providing a chance to give life a moment of respite.

Join us!

When you work at Thermea Spa Village, you're not just gaining a job; you're finding a family. We are proud that our community is one of the warmest and most welcoming, and our guests truly appreciate it. We go above and beyond to provide excellent care to our clientele and ensure the well-being of our employees, who are our artisans.

Who we are:

Our mission is to give our guests a moment of respite by offering a refuge, away from the pressures of modern life, where they can rediscover their well-being and, as a result, live a happier and longer life.

Your role as an artisan at our spa village is to cultivate peace. Here at Thermea Spa Village, we are a passionate and dedicated team. We are always enthusiastic, helpful, conscientious, discreet, and above all, respectful. We care deeply about each of our guests and fellow artisans in our wellness spa.