Operations Experience Lead

Location: SENSEA Nordic Spa

Reports To: Operations Manager / General Manager

Position Type: Full-Time 32-40 Hours

Lead From Within. Support the Team. Elevate the

Experience.

At SENSEA Nordic Spa, we believe exceptional guest experiences begin with exceptional

teamwork.

The Operations Experience Lead is a hands-on operational leadership role responsible for

maintaining the daily flow of the spa while actively working alongside the team. This position

combines operational leadership with hands-on support, ensuring guests receive exceptional

experiences while employees have the guidance and resources they need to succeed.

The Operations Experience Lead leads from within the operation, balancing operational

leadership with active participation in the day-to-day running of the spa. By maintaining a visible

presence, supporting team members, and adapting to operational needs throughout the day,

this role helps ensure exceptional guest experiences, operational excellence, and a positive

workplace culture built on SENSEA's CARE Values.

Key Responsibilities

The Operations Experience Lead is responsible for four key pillars:

1. Guest Experience

Create a consistently exceptional experience for every guest by maintaining awareness of the

entire property and responding proactively to guest needs.

Responsibilities include:

● Deliver exceptional guest service through every interaction.

● Support guest recovery and service excellence.

● Monitor the guest experience throughout the property.

● Ensure facilities remain clean, welcoming, stocked, and guest-ready.

● Identify opportunities to improve the guest experience.

● Support departments during periods of high guest volume.

2. Operational Excellence

The Operations Experience Lead is responsible for both providing operational leadership and

actively working within the daily operation. This role ensures the spa operates efficiently while

leading by example and supporting the team wherever needed.

Operational Leadership

Responsibilities include:

● Coordinate morning operational check-ins and approved on-call staffing.

● Review staffing schedules and identify operational or coverage gaps.

● Monitor attendance, review timesheets, and communicate discrepancies to

management.

● Conduct opening, midday, and closing operational site audits.

● Complete routine pool testing and water quality monitoring.

● Monitor completion of departmental duties, operational checklists, and key performance

indicators (KPIs).

● Coordinate operational priorities and resources between departments.

● Maintain awareness of daily operations and proactively identify opportunities for

improvement.

● Maintain regular communication with management by providing updates on daily

operations, staffing, maintenance, safety, guest feedback, and opportunities for

operational improvement.

● Support continuous improvement initiatives and operational projects as assigned.

Working Operations

The Operations Experience Lead is a hands-on working leader and is expected to spend the

majority of each shift actively supporting the daily operation.

Depending on operational needs, this role may work within:

● Customer Service (Reception, Site Operations, and Relax)

● Cleaning & Laundry

● Maintenance

● Food Preparation

● Supporting Rituals& Treatments

Responsibilities may include:

● Delivering exceptional guest service.

● Supporting the daily flow of operations across the property.

● Assisting with opening and closing duties.

● Pool testing, water balancing, and routine facility checks.

● Laundry, robe, towel, and linen management.

● Stocking supplies and maintaining department readiness.

● Supporting maintenance and facility presentation.

● Assisting departments during periods of high guest volume.

● Stepping into any operational role as needed to maintain service standards and support

the team.

3. Team Leadership

Champion SENSEA's CARE Values by leading through example and reinforcing CARE,

Accountability, Respect, and Excellence in daily operations.

Responsibilities include:

● Provide day-to-day leadership, coaching, and operational support while working

alongside the team.

● Foster a positive, collaborative, and accountable workplace culture.

● Recognize and encourage strong performance while supporting employee development.

● Communicate operational priorities and coordinate support between departments.

● Escalate employee concerns or performance issues to management as appropriate.

4. Safety Leadership

Promote a safe environment for guests and employees by leading SENSEA's daily safety

culture.

Responsibilities include:

● Conduct five-minute safety checks and routine safety inspections.

● Lead and participate in emergency drills.

● Respond to first aid incidents and emergency situations in accordance with established

procedures.

● Identify hazards and ensure corrective actions are completed.

● Reinforce safety policies, procedures, and safe work practices.

● Support the Safety Committee and promote continuous safety improvement.

What We're Looking For

The ideal candidate:

● Enjoys leading by example and working alongside their team.

● Is comfortable working across multiple operational departments.

● Is highly organized and able to prioritize competing demands.

● Has excellent communication and interpersonal skills.

● Leads with confidence, professionalism, and empathy.

● Thrives in a fast-paced, team-oriented environment.

● Demonstrates initiative and strong problem-solving abilities.

● Is physically capable of performing active operational work throughout an entire shift.

● Has previous leadership, hospitality, customer service, or operations experience.

Experience in hospitality, wellness, tourism, recreation, or facilities operations is considered an

asset.

Working Conditions

This is an active, hands-on operational leadership role requiring the ability to work throughout

the spa property in a dynamic and fast-paced environment.

The successful candidate will:

● Work both indoors and outdoors year-round in all weather conditions.

● Be comfortable performing physically active work throughout each shift.

● Move throughout the property frequently while supporting guests, team members, and

daily operations.

● Adapt to changing operational priorities and work across multiple departments as

needed.

● Be available to work evenings, weekends, and holidays based on operational

requirements.

Why Join SENSEA?

At SENSEA, you'll join a team passionate about wellness, hospitality, and creating meaningful

experiences. You'll have the opportunity to lead by example, make a visible impact every day,

and help shape both the guest experience and the culture of our team through SENSEA's

CARE Values.

If you're passionate about creating exceptional guest experiences, supporting your team, and

leading from within the operation, we'd love to hear from you

Job Types: Permanent, Part-time

Benefits:


Casual dress
Dental care
Disability insurance
Extended health care
On-site parking
Vision care
Work Location: In person

Please send your resume to admin1@sensea.ca