Nordic Spa Guest Experience Manager

Simple. Inclusive. Natural. Social.

We are hiring for the role of Nordic Spa Guest Experience Manager.  This opportunity is located in Girdwood, Alaska.

Located on the Alyeska Resort grounds, each Nordic Spa experience is crafted to be as individual as our guests. Featuring an indoor-outdoor experience, we offer relaxation without rules where guests can come as they are to connect with nature, themselves and others. We are wellness redefined.

View our Experience: https://vimeo.com/user83317660/workatalyeskanordicspa?share=copy 

Achieving Excellence 

As the Guest Experience Manager for the Nordic Spa, you are authorized to exceed guest expectations and maximize revenue opportunities. You will showcase your leadership and interpersonal strengths to lead, train and recognize the Licensed Massage Therapist (LMT) and Front Desk Team in support of exceptional guest service. You will achieve excellence by leading and teaching your people to make every experience meaningful and uphold the highest standards in the profession and guest service while delivering against key financial goals and performance metrics.  We commit to giving you the authority and resources required to be successful; achieving excellence is up to you.

Key Focuses  

• Expertly manages the delivery of all guest services and promptly handles and resolves guest opportunities. 
• Manages the guest's sense of arrival by ensuring the cleanliness and readiness of all guests forward facing spaces. 
• Manages the guest's massage experience ensuring the cleanliness and readiness of all massage rooms and waiting areas. 
• Develop and update all Standard Operating Procedures for the Massage and Front Desk department. 
• Develops and manages the department budgets in coordination with the General Manager and accounting team. 
• Oversees performance reviews, scheduling, payroll, forecasting, and inventory management. 
• Ensures productivity goals are met while seeking cost and labor efficiency. 
• Recruits, trains, and mentors’ staff to meet company standards of quality, service, and productivity. 
• Provides resources, training, direction, coaching, and feedback to team members for their continuous development. 
• Addresses and resolves guest issues and complaints effectively using problem-solving and interpersonal skills. 
• Collaborate with the Brand and Retail managers to ensure that we are maximising retail opportunities. 
• Collaborate with our Corporate team to develop our Point of Sale (POS) system and contributed to the development. and updating of Standard Operating Procedures (SOPs). 
• Champions safety protocols and ensure compliance with quality standards. 
• Assists in recruitment, financial reviews, expense tracking, and other fiscal activities as needed. 
• Leads by example with a hands-on approach to the ensure the guests experience is exceptional. 
• Assigned deliverables are executed in a manner that requires little or no follow-up; both in terms of timeliness, scope and quality.  
• Individual and team communication, interactions, and behaviors consistently reflect the Spa’s core value that everyone is welcome and treated equally.
• Builds a collaborative workplace; supporting the Spa value of community, common goals, and acceptance.  

Work Perks

• Competitive salary and bonus program
• PTO + Personal Days
• Medical & Dental Health Plan
• On-site accommodation or commuter allowances
• Discounts on Retail Products and Spa Services
• Resort Wide Discounts
• Ski Pass

Experience/Passions/Education 

• Post-secondary certification/diploma or degree.
• 3+ years of experience in a leadership role in a guest service, spa or massage department. 
• Experience in the hotel or hospitality industry.
• Ability to train, coach and develop a team.
• Proficient in Windows, PMS and MS office applications.
• Proficient in POS, hotel reservation systems.
• Excellent verbal and written communication skills.
• Understanding of kinesiology and anatomy an asset.

Working Conditions 

As the Guest Experience Manager, you will have the ability to work a variety of shifts including early mornings, late evenings, weekends and holidays. This position is set in a fast-paced environment, with high levels of interaction with guests, employees, business partners, and stakeholders. Working outdoors in a variety of weather conditions, with average temperature ranges of -30C/-22F to +30C/+86F.  The noise level in this work environment is usually moderate.        

Physical Demands  
The employee must be able to stand continuously for extended periods, up to three hours at a time, as required by the duties of the position.

About Alyeska Nordic Spa
Set within the jaw-dropping scenery of Alyeska is the brand-new Alyeska Nordic Spa. A space like no other that invites you to embrace the elements as you experience the benefits of hydrotherapy. Move from hot, warm and cold pools in the stunning Boreal Forest surroundings. Rest in saunas and steam rooms, indulge in massage therapy treatment and enjoy a moment of connection with yourself and others away from the cadence of the modern world.