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
Pay: $25.00 per hour
Benefits:
- Casual dress
- Dental care
- Disability insurance
- Extended health care
- On-site parking
- Vision care
Work Location: In person
