Guest Experience Manager, Pursuit Jasper

This is a management role reporting to the Director of Operations Jasper Lodging. As the Manager of Guest Experience you will oversee the day-to-day evening operations of our 7 hotels across Jasper. This role is key to providing support to our line staff encouraging them to go beyond in creating memorable experiences and fostering a culture of can do attitudes. If you have a passion for hospitality along with leadership skills to drive engagement with our teams; this opportunity is for you.

• 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.

• Lead mentor and motivate staff across departments to embrace Hospitality Standards and inspire lasting memories for our guests.
• Collaborate with hotel & restaurant managers in reviewing and refining operational procedures to empower our team to resolve issues efficiently and effectively.
• Monitor guest feedback respond appropriately and work with LOB supervisory team to assist in timely replies.
• Identify opportunities to refine and implement best-in-class hospitality and service standards.
• Maintain a high level of standard throughout the properties with a focus on cleanliness presentation welcome experience and operational efficiencies.
• Handle guest complaints to avoid negative impacts to the team or guest experience.
• Be a champion of Health and Safety and ensure proper protocols are followed with any incidents or safety concerns
• Collaborate with our attraction partners to assist guests with a seamless visit to Jasper Nation Park.
• Monthly reporting on guest surveys satisfaction and action plans to drive guest engagement scores.

IDEAL EXPERIENCE:

• 2-4 years experience operationally at a management level
• A leader in your field your experience would preferably include a strong background in Front Office and or rooms division
• An innovative thinker who provides solutions to ensure support of guest and employee needs
• Confidence in decision making based on research and trends is an asset to this role.
• Proven team-builder with outstanding motivational skills and coaching ability
• High degree of attention to detail and professionalism
• Demonstrated commitment to finding new and better ways of working by applying learning feedback and experience
• Results oriented with the ability to be flexible
• Energetic enthusiastic and self-motivated and prepared to exceed our guest and employee
• Confidence in decision making based on research and trends is an asset to this role.
• The ideal candidate will be highly organized

SKILLS FOR SUCCESS:

• An innovative thinker who provides solutions to ensure support of guest and employee needs
• Confidence in decision making based on research and trends is an asset to this role.
• Proven team-builder with outstanding motivational skills and coaching ability
• High degree of attention to detail and professionalism
• Demonstrated commitment to finding new and better ways of working by applying learning feedback and experience
• Results oriented with the ability to be flexible
• Energetic enthusiastic and self-motivated and prepared to exceed our guest and employee
• Confidence in decision making based on research and trends is an asset to this role.
• The ideal candidate will be highly organized

This list describes at a high level what this job requires but no job description can anticipate every single task issue or project that could come up. Pursuit reserves the right to adjust reduce add or change job tasks as needed for the success of the business.

Pursuit is a global attractions and hospitality company that connects guests and staff to iconic places through unforgettable and inspiring experiences and strives to become the worlds leading provider of iconic attractions and hospitality experiences. Pursuit generates revenue and shareholder value as one of two business units operated by Viad an S&P SmallCap 600 international experiential services company traded on the New York Stock Exchange under the symbol VVI.

Pursuits mission is to connect guests and staff to iconic places through unforgettable inspiring experiences. We deliver rich travel experiences to the global market through our unique hotels and lodges recreational attractions retail food and beverage sightseeing tours and travel products. Today the company enjoys strong perennial demand with operations in or adjacent to Banff Jasper and Waterton Lakes National Parks in Canada; Glacier Denali and Kenai Fjords National Parks in the United States; and our Flyover attractions FlyOver Canada in Vancouver B.C. and FlyOver Iceland in Reykjavik and FlyOver Las Vegas in Nevada. A new FlyOver attraction in Toronto ON is anticipated in 2024. May 2021 brought the grand opening of the Sky Lagoon a premier oceanfront geothermal lagoon experience near Reykjavik Iceland. Through its Refresh Build Buy strategy Pursuit is continuing its growth trajectory into new iconic locations around the world.

Pursuit is an Equal Opportunity Employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race colour age religion gender sexual orientation disability veteran status and other protected characteristics. Pursuit 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 inCanadato apply and join our inclusive team!

We are working to eliminate barriers for applicants and team members from equity-deserving groups. If you are unable to complete the application process online or if you require accommodation related to a protected ground under the Canadian Human Rights Act during the application or hiring process please contact our Talent Acquisition Teamator drop in to one of our offices to hand in a resume if you do not have access to a thank all candidates for their interest; however please note that only applicants selected for further consideration will be contacted.