Reservations Team Lead

Location: East Kootenays (Fernie)

Posted Monday, August 24, 2026 at 7:00 a.m.

Reservations Team Lead
Our Mission
To offer a haven for personal renewal in the Scandinavian age-old tradition where body and mind find peace.

Vision
To be recognized as the best relaxation experience in Canada while providing a meaningful workplace that encourages a balanced lifestyle.

Authenticity: we are welcoming and genuine. With the simplicity and quality of the experience we offer, we lead by staying true to the Scandinavian tradition through our locations, materials, and scents.

Team Spirit: we communicate, display empathy and work in a family spirit. We approach change in a positive way, are always willing to help, and rally around common goals.

Professionalism: we anticipate our guest needs and go above and beyond their expectations, we are experts, we perform at the highest level, we lead by example, are accountable and deliver great results.

To provide leadership to the Reservations Team to achieve company goals

To coordinate daily tasks required of the Reservations Team

To train Reservations team members

Maintain a professional environment

To assist the Massage Services department with same-day Massage Contractor schedule modifications

To offer a warm, friendly and professional welcome to guests over the phone

To create a comfortable environment for guests

To sell and promote the services and products offered by the Scandinave Spa Whistler

Job Type: Full-Time
Hourly Rate : $23.57/hour

Complimentary thermal baths membership for yourself

Extended Health Benefits after 3 months

Massage Discounts of up to 35%

Food and beverage discounts for onsite café of 25%

Winter Whistler Blackcomb Spirit Pass or Wellness Program

Complimentary thermal baths membership for one friend, after 3 months

Corporate discount vouchers for friends and family visiting Scandinave Spa

Staff accommodation, based on availability

Flexible Schedule

Tasks & Responsibilities
Operations:

Respond to calls received by Scandinave Spa Whistler as per spa standards:

Maintain a prompt, professional, and sales-focused phone manner.

Clearly and confidently communicate the value of our Thermal Journey, Massage Services, and spa products to help guests make informed booking decisions.

Respond to voice messages, emails, and messages in a prompt, professional, and sales-focused manner.

Demonstrate strong written and verbal communication skills in all guests and team interactions.

Make reservations with accuracy and efficiency, ensuring guest preferences are recorded and communicated clearly.

Proactively identify guest needs and offer appropriate services, upgrades, or packages to enhance their experience and maximize revenue.

Use Zenoti to process reservations, gift cards, and packages with precision and attention to detail.

Maintain an up-to-date knowledge of current and upcoming promotions, packages, and seasonal offerings.

Support group inquiries and bookings according to the Sales and Marketing Team's direction.

Complete third-party bookings provided through the Inntopia platform.

Work with the Massage Department to ensure therapist schedules are balanced and efficiently booked.

Ensuring massage appointments are evenly distributed among our massage contractors throughout the day

Completing shift modifications for shift coverage, sick calls and add-ons to the massage contractor's schedule.

Ensure consistent coverage of the Massage Pavilion Check-in desk to support the smooth operation of massage services.

Leadership:

Provide positive, service-driven leadership to motivate and guide the Reservations Team.

Oversee daily operations, ensuring a fair division of tasks and a high standard of guest service.

Support the team in managing complex guest scenarios and service recovery when required.

Uphold and role model the…