NEW: Opening December 2026, Dakota Dunes Thermal Spa
Dakota Dunes Thermal Spa is a world-class destination featuring our NEW one of a kind INDIGENOUS themed THERMAL WATERS SPA that features expansive thermal waters, spa rituals, day spa services, and inspired food & beverage offerings. Our mission is to create an unforgettable guest journey that nurtures wellbeing, connection, and renewal.
Position Overview
The Guest Services Assistant Manager will be responsible for overseeing the daily operation of the Guest Services department and ensuring an exceptional guest experience from arrival through departure at the Dakota Dunes Thermal Spa.
This position provides hands-on leadership, coaching, and operational support, while developing a confident and knowledgeable Guest Services team that will strive to maintain high standards of service, professionalism, cleanliness, communication, and guest satisfaction.
Key Responsibilities
Leadership & Team Management
- Support recruitment, onboarding, training, scheduling, and performance management of Guest Service employees.
- Conduct pre-shift briefings and maintain clear communication to occupancy, groups, VIPs, closures, treatment availability, and operational changes.
- Provide coaching and constructive feedback to employees.
- Monitor employee attendance, punctuality, uniform standards, grooming, and adherence to workplace policies.
- Assist with development and integration of front desk SOPs, reservation procedures, scripts, checklists, retail controls, guest communication, and emergency protocols.
- Support configuration and testing of reservation, POS, payment, RFID/wristband, locker, gift card, telephone, and related systems.
Guest Services Operations
- Oversee daily front desk flow, reservation accuracy, arrivals, departures, payments, retail, guest accounts, and queue management.
- Resolve guest concerns promptly and professionally and authorize service recovery within delegated limits.
- Coordinate with all other departments to solve guest needs.
- Monitor capacity, treatment availability, no-shows, late arrivals, cancellations, waitlists, and guest movement.
- Ensure accurate handling of waivers, guest profiles, notes, payment information, wristbands/RFID credentials, lockers, and retail transactions.
- Support opening/closing, cash reconciliation, safe access, and shift handovers.
- Well versed in all thermal experiences, treatments, dining, retail, memberships/packages, policies, accessibility information, and resort offerings to promote services and make recommendations.
Administration & Financial Management
- Monitor labour deployment, retail inventory, cash controls, discounts, refunds, gift cards, and transaction accuracy.
- Review daily reports, guest feedback, service recovery, reservation errors, and front-desk KPIs.
- Assist with maintaining accurate records, logs, reports, and other required documentation.
- Review and verify guest accounts and assist with resolving billing discrepancies.
- Maintain accurate records relating to guest requests, complaints, incidents, and service recovery.
Guest Experience & Innovation
- Observe the entire arrival and departure journey, and identify friction points before they affect guest satisfaction.
- Follow up on guest concerns to ensure appropriate resolution.
- Maintain a visible and approachable presence within Guest Services.
- Support accessibility, inclusion, cultural respect, and consistent communication across the guest journey.
Qualifications
- Certificate in Hospitality Management, Tourism, Administration, or a related field.
- Minimum 5 years of leadership experience in a spa, resort, or hospitality environment.
- Experience with hotel property management or reservation systems, and Microsoft Office software.
- Proven ability to provide exceptional guest services.
- Strong attention to detail, organizational, and time management skills.
- Passion for wellness, guest experience, and creating memorable environments.
- Excellent communication, organizational, and leadership skills.
- Knowledge of Saskatchewan tourism and local attractions is considered an asset.
Compensation & Benefits
- Competitive salary commensurate with experience.
- Performance-based incentive program.
- Comprehensive health benefits and employee discounts.
- Professional development and advancement opportunities.
Join Our Team
Applicants must currently reside in the Saskatoon area; relocation may be considered from within Canada. If you are an inspiring leader ready to open and lead a premier destination spa experience, we invite you to apply online today.
