Guest Services Supervisor - SPA SK

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 WATERSSPA 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.

The Guest Services Supervisor provides daily leadership and support to the Guest Services team while ensuring guests receive professional, welcoming, and exceptional service. This position supervises employees, assists with daily operations, timely resolution of guest concerns,and ensuring accurate reservations, smooth arrivals and departures, and retail execution.

This position provides hands-on shift leadership,coaching, and operational support, while developing a confident and knowledgeable Guest Services team while serving as the first escalation pointfor front-line Guest Services employees.

• Lead pre-shift briefings and assign front-desk responsibilities according to forecast demand.
• Monitor arrivals, departures, queues,phone/email inquiries, reservations, retail activity, and guest flow throughout the shift.
• Support employees with complex bookings, guest accounts, payment issues, locker/RFID concerns, and policy questions.
• Ensure accurate guest profiles, waivers,reservation notes, payments, refunds, discounts, and retail transactions.
• Coach Guest Services employees on hospitality,product knowledge, communication, sales, accuracy, and professional presentation; identifying further training needs.
• Monitor adherence to scripts, service standards, privacy requirements, and operating procedures.
• Assist with training and onboarding new Guest Services employees.
• Support retail, treatment, dining, and experience recommendations based on guest needs.
• Observe recurring guest questions or friction points and recommend improvements.