Spa Guest Experience Manager

The Well & Being Guest Experience Manager as guided by the Assistant Spa Director, will establish, measure and maintain the luxury five-diamond standards of the guest experience by managing the front desk and reservations, to create exceptional service for all members and guests of the spaReporting to the Assistant Spa Director, responsibilities and essential job functions include but are not limited to the following:Establish 5 Diamond service standards, training, and oversight for the Experience Coordinator team, focusing on professional, engaging, and friendly service.Oversee the Spa Reservations Supervisor and Spa Facility Supervisor, providing leadership and support to ensure operational excellence, guest satisfaction, and alignment with luxury service standards. Both will report directly to you.Monitor and coach all team members on reservation calls, front desk service, and customer engagement.Encourage and support positive staff behavior and provide effective direction.Support the Assistant Spa Director with performance evaluations and monitor compliance with Fairmont employee standards and policies.Ensure all labor standards are in line with company policies and operational needs.Provide constant and open communication of all new services, VIPs, and upcoming events to all team members of the spa.Perform MOD opening and closing shifts as scheduled, proactively addressing guest concerns and operational needs.Manage & assist front desk with reports, reservations call abandonment, Sisley retail, and scheduling.Attend daily, weekly, and monthly meetings as scheduled.Serve as a member of the Spa Leadership Team.Drive an exceptional spa guest experience by implementing elevated training materials and conducting daily audits of guest and front desk interactions.Partner with the Assistant Spa Director with the continuous enhancement of the Sisley Spa guest journey, ensuring luxury service standards and innovative offerings.Manage VIP experiences, guest recovery initiatives, and high-touch bookings, ensuring flawless execution and personalized service.Lead and facilitate quarterly staff meetings to align the team with business objectives, service excellence, and performance goals.Partner with the Assistant Spa Director for the training and onboarding of Sisley Spa Attaches & spa coordinators, ensuring they embody brand standards and deliver an exceptional guest experience.Manage department-wide payroll processing with precision and compliance.Oversee office supply inventory control and procurement, managing all Sisley retail product orders to maintain optimal stock levels while cultivating relationships with our retail leadership team, coordinating training opportunities for the front-end team.Partner with the Spa Director and Assistant Spa Director to align guest experience and revenue strategies while collaborating with the Facility Supervisor and engineering team to maintain a seamless and luxurious spa environment.Respond to and address all guest reviews, ensuring concerns are handled with professionalism and a commitment to service excellence.Assist, support and work the desk and phones as needed and for auditsOther duties as assigned.