Nordic Spa Guest Experience Manager

Nordic Spa Guest Experience Manager

Location:

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.

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Experience:

• 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 guest facing spaces.
• Manages the guest's massage experience ensuring the cleanliness and readiness of all massage rooms and waiting areas.
• Develops and updates Standard Operating Procedures for the Massage and Front Desk department.
• 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 continuous development.
• Addresses and resolves guest issues and complaints effectively using problem‑solving and interpersonal skills.
• Collab with Brand and Retail managers to maximize retail opportunities.
• Collaborates with corporate team to develop our POS system and contribute to SOPs.
• Champions safety protocols and ensures 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 ensure the guest experience is exceptional.
• Deliverables are executed in a manner requiring little or no follow‑up.
• 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.

• 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

• 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.

The Guest Experience Manager will work a variety of shifts including early mornings, late evenings, weekends and holidays. The 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 is moderate.

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.

Set within the jaw‑dropping scenery of Alyeska, the brand‑new Nordic Spa invites you to embrace the elements as you experience the benefits of hydrotherapy. Move from hot, warm and cold pools in spectacular 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.

• Seniority level:
  Mid‑Senior level
• Employment type:
  
  Full‑time
• Job function:
  Management and Manufacturing
• Industry: Travel Arrangements