Hospitality Excellence Specialist
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Job Summary
At Pursuit we offer more than just a place to visit we create opportunities for our guests to truly connect with iconic destinations. Our experiences include world-class attractions and distinctive lodges all designed to highlight the unique beauty of each location. Beyond that we offer thoughtfully crafted restaurants retail and transportation services that help our guests immerse themselves fully in the experience. What ties it all together are the friendly faces youll find along the way the thoughtful amenities and the delightful details that make every visit feel personal and unforgettable.
Help define and scale world-class hospitality across a global portfolio of iconic destinations while shaping how millions of guests experience Pursuit each year.
Why This Role is Different
Reporting to the Senior Manager Operational Excellence and sitting within Pursuits Hospitality Training Centre of Expertise this highly field-oriented role combines operational assessments guidance on best practices training ongoing support and continuous improvement of standards processes and systems. Working closely with operational leaders and frontline teams youll help ensure Pursuits hospitality expectations are consistently understood applied measured and elevated across the enterprise.
If you are passionate about partnering with teams to identify opportunities for improvement build capability and create exceptional guest experiences this role offers a unique opportunity to make a meaningful impact across multiple destinations in support of Pursuits Vision 2030.
ROLE & RESPONSIBILITIES
Hospitality Standards & Program Execution
Support the execution consistency and continuous improvement of Pursuits enterprise hospitality standardsnd service expectations and quality standards
Training & Capability Building
Support the development and delivery of best-in-class training resources including standard operating procedures (SOPs) micro-learning tools and train-the-trainer programs that strengthen frontline capability and leadership alignment with strategic priorities.
Operational Field Support
Support leaders and teams in their operations to identify clarify and reinforce hospitality expectations while sharing opportunities to improve consistent execution in dynamic environments.
Insights that Drive Action
Analyze operational assessment results and hospitality program data identify trends and refine quality assurance operating systems to support leaders in developing actionable improvement plans that are practical impactful and scalable.
DUTIES & DELIVERABLES
- Conduct hospitality standards audits and operational assessments across Attractions Lodging Food & Beverage Transportation and Retail operations
- Evaluate the practicality impact and scalability of hospitality standards service expectations and training programs
- Identify and report on execution gaps inconsistencies and opportunities to improve guest and team member experiences
- Track analyze and report on hospitality program adoption operational performance trends and training effectiveness using enterprise platforms and key performance metrics
- Prepare action plans that address assessment findings and strengthen operational execution
- Maintain and continuously improve hospitality standards platforms and tracking tools including Xenia
- Develop and maintain SOPs templates and what good looks like resources that support consistent execution across the enterprise
- Assist with the development of training resources that support leaders and frontline teams in consistently delivering unforgettable hospitality
- Deliver train-the-trainer sessions virtual training and field support to operational teams
REQUIRED SKILLS QUALIFICATIONS & EXPERIENCE
- Minimim 3 years of experience in hospitality operations attractions tourism retail operations training quality assurance operational excellence or multi-site program support
- Strong facilitation coaching communication and relationship-building skills
- Highly organized analytical and able to thrive in a fast-paced environment
- Comfortable working independently while collaborating effectively with teams and stakeholders
- Post-secondary education in Hospitality Tourism Business Operations or a related field or an equivalent combination of education and experience preferred
- Experience working across multiple locations or business units to support consistency and operational improvement preferred
- Experience analyzing operational performance data and translating findings into practical improvement opportunities preferred
- Experience developing or supporting SOPs training programs quality assurance initiatives or operational standards preferred
ADDITIONAL REQUIREMENTS
- Based at a Pursuit office (Banff Jasper Calgary Columbia Falls or Anchorage)
- Must be legally eligible to work and live without restriction or time bound expiration in one of these locations
- Enthusiastic to travel across all Pursuit destinations including Canada United Stats Iceland and Costa Rica
- Must hold a Valid drivers license
- Must have ability to travel to internationally without restriction
JOIN THE JOURNEY
This is a high-impact enterprise-level role with the opportunity to help shape the future of hospitality at Pursuit.
If youre driven by excellence passionate about guest experience and excited to make a meaningful impact at scalewed love to hear from you.
#LI-KO1
About Us:
Were more than a hospitality and attractions company. We connect people to iconic places through unforgettable and inspiring experiences; Our team members included.
Thoughtfully united by their unique power to inspire and invigorate our collection of hotels and lodges recreational attractions ground transportation services retail food and beverage sightseeing tours and travel products are tied together by iconic destination-worthy locations in Alaska Montana the Canadian Rockies ReykjavÃk and Costa Rica.
Pursuit is a publicly traded company listed on the New York Stock Exchange under the symbol PRSU. As a member of the S&P SmallCap 600 index we specialize in attractions-led hospitality consistently generating revenue and delivering value to our shareholders.
What will your work environment be like
At Pursuit our locations are more than just a place to work its a space where you can bring your whole self collaborate with talented teams across departments and build lasting friendships. We believe in fostering an environment where work and play coexist so whether youre tackling projects or enjoying our many perks youll feel supported and valued. With a variety of great benefits were committed to ensuring that your time with us is as fulfilling as it is fun.
Our team shares a passion for adventure and an authentic desire to play host to the world. We are united by our connection to the people and places were lucky to call home. Our workforce is diverse. Our team members come here to embrace the extraordinary. To watch the sunrise and set each day in a place that for many people exists only in their imagination. To build career experience beside seasoned professionals a community of people who say yes to adventure time and time again. To be a part of the #PursuitLife and live each day with purpose turning moments into memories
PURSUIT PERKS
Join an inclusive global team and make life-long connections
Enjoy free access to Pursuit attractions and 50% off for friends
Get discounts on hotel stays dining and retail
Access subsidized mental health and wellness resources
Equal Employment Opportunities Information
Pursuit is an Equal Opportunity Employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race color age religion gender sexual orientation disability veteran status and other protected places a high value on diverse backgrounds and experiences recognizing that they serve as catalysts for creativity and innovation. We encourage individuals who are eligible to work in the country where the role is locatedto apply and join our inclusive team!We are working to eliminate barriers for applicants and team members from equity-deserving groups. If you cant apply online or need accommodation during the application or hiring process please contact our Talent & Acquisition Team
We thank all candidates for their interest; however please note that only applicants selected for further consideration will be contacted directly.
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