thermae eleven is Calgary’s first fully outdoor boutique hydrotherapy spa, designed for intentional pause and reconnection. We curate elevated wellness experiences that honour balance, nature, and simplicity. Every detail—from our rituals to our retail offerings—reflects a deep respect for quality, craftsmanship, and calm.
This role sits at the intersection of guest experience, operations, and team leadership. You’ll be a steady presence on the floor, ensuring the spa runs smoothly while creating a warm, anticipatory experience for every guest.
Key Responsibilities
- Guest Experience Leadership
- Housekeeping & Flow Support
- Opening and Closing Duties
- Operational Oversight
- Team Leadership & Support
- Retail & Revenue Support
- Administration & Reporting
Guest Experience Leadership
- Lead by example in delivering a thoughtful, refined, and seamless guest experience at every touchpoint
- Be a leader that upholds and exemplifies thermae elevens Client Service Standard
- Support Hosts in delivering consistent, high-quality service aligned with thermae eleven’s Client Service Standards
- Confidently guide guests through the contrast therapy experience, ensuring safety, comfort, and flow
- Step into and resolve service recovery situations with professionalism, empathy, and discretion
Housekeeping & Flow Support
- Maintains and participates in facility cleanliness by following processes outlined by the company
- Ensure laundry cycles and nd circuit resets are taking place throughout key periods of the day
- Ensure smooth transitions between guest sessions, preserving a seamless and serene environment
- Participates and leads monthly (or when needed) pool maintenance cleaning to ensure optimal operations
Opening & Closing Duties
- Act as a trusted key holder responsible for opening and closing the spa
- Execute detailed opening procedures to ensure the facility is fully operational, balanced, and guest-ready
- Complete closing procedures including system shut downs, cleaning verification, security checks, and lock-up
- Ensure all safety protocols and AHS standards are upheld at the beginning and end of each day
Operational Oversight
- Oversee the day-to-day flow of the spa during shifts, ensuring seamless operations across reception, changerooms, and outdoor areas
- Monitor water quality, temperatures, and facility conditions in alignment with spa SOPs and AHS standards
- Maintain visibility on guest flow and capacity, proactively identifying and resolving bottlenecks
- Ensure all areas of the spa consistently reflect our elevated standards of cleanliness and presentation.
Team Leadership & Support
- Act as the on-shift leader when the General Manager is not present
- Provide guidance, direction, and real-time coaching to Hosts
- Support onboarding and training of new team members
- Ensure strong communication across shifts, including clear handovers and updates
- Foster a calm, supportive, and accountable team environment
- Shows openness to feedback and readiness to learn and grow within role
- Strong ability to work in situations that are new and unknown
- Takes initiative to identify and find solutions for issues that may arise
Retail & Revenue Support
- Take initiative to deeply learn our brand story and product portfolio, developing confident, informed product knowledge that translates into meaningful guest conversations.
- Proactively introduce and recommend retail products to every guest, thoughtfully connecting their in-spa experience to at-home rituals that extend the benefits of contrast therapy.
- Maintain organized retail displays and inventory levels, ensuring visual merchandising reflects our elevated aesthetic while supporting sales performance.
- Lead by example in building product and guest knowledge, thoughtfully recommending products that allow guests to continue their wellness experience beyond their visit to thermae eleven.
Administration & Reporting
- Ensure accurate completion of daily logs, water chemistry records, and incident reports
- Support basic administrative functions including payment processing and reporting
- Escalate operational or guest-related concerns to the General Manager as needed
What You Will Bring
- 2+ years of experience in hospitality, spa, or wellness environments
- Previous leadership or supervisory experience is an asset
- A natural leadership presence—calm, confident, and solutions-oriented
- Strong attention to detail and operational awareness
- Excellent communication and problem-solving skills
- A passion for wellness and guest experience
- Flexibility to work mornings, evenings, weekends, and holidays
- First Aid & CPR certification required; Pool Operator certification is an asset
Remuneration:
- Employer sponsored training programs (if applicable)
- Benefits (pending eligibility)
- 30% discount on retail products
- 2 spa sessions per month
Employment Type
- Full-time, part-time permanent positions
Culture & Growth
- Opportunities to grow within a calm, values-driven workplace
- A supportive team environment where your voice matters
- A setting designed to feel as good to work in as it does to visit
Soak Your Boat?
Send your résumé and a brief note on why thermae eleven inspires you to [email protected].
Job Types: Full-time, Permanent
Benefits:
- On-site parking
- Store discount
Experience:
- Hospitality: 2 years (required)
Work Location: In person
