Hotel Manager, Glacier View Lodge
1 week ago
What will be your daily pursuit?:
Leading our amazing Glacier View Lodge team to ensure our guests have the most welcoming and refreshing stay possible
What perks can you expect?:
- Work in a dynamic, culturally diverse team from around the globe
- Work experience in an iconic, unforgettable, and inspiring location
- Free access to Pursuit attractions for staff and family, send a friend at half the price
- Discounted hotel stays under Pursuit’s lodging offerings, and discounted food & beverage and retail experiences
- The chance to work in an inclusive culture and make life-long friends
- Access to subsidized mental health and wellness resources
- Opportunities for career growth or future work at other Pursuit locations
- Access to one of the world’s most beautiful and iconic National Parks
What will you do in this job?:
This role will directly oversee the daily operations of the Glacier View Lodge (Front desk, housekeeping, and host program). The Hotel Manager will ensure a memorable and positive experience for our Guests and Staff through implementing and delivering the Standard operating policies and procedures as they relate to our Service, operational, safety and employee engagement standards and practices. With 32 rooms in our small hotel, we are looking to deliver a premium-boutique experience that is paired with attractions, food and beverage, as well as scheduled programmed experiences to offer a fully immersive and focused experience.
The Hotel Manager will report directly to the Director of Hospitality. This position will act as the “on the floor” daily leadership for the Hotel Team, ensuring delivery on key performance areas. Accompanying this responsibility will be a focus on Operational Excellence, employee recruitment, communication, training and development, setting service standards and consistencies, as well as the further development of our sales/service culture. Attention to detail/effective communication skills are a must, but a passion for making a difference for each guest and employee is the most important aspect of this position.
- To be an active member of the Columbia Icefield Management team, supporting peers & continually working at building a cohesive team which works together effectively and efficiently.
- Conduct business with Guests, Staff and Suppliers with uncompromising integrity meeting our “Always Honest” core values.
- Contribute to developing and maintaining a high energy, service focused and animated team
- Ensure that all service expectations, standards and qualities are being met and exceeded on a continual basis, providing employee coaching and direction as required.
- Helps their team understand their role in achieving our business strategy that motivates staff to excel.
- Coordinate and oversee the needed training and professional development of all Glacier View Lodge employees to ensure they are confident and fully trained on all job specific and company requirements.
- Ensures that the housekeeping team delivers on room readiness by check in time
- Develops and maintains welcoming experiences at our guest touch points: Front Desk, arrival/parking lot attendants etc. that enhances the stay of our guests
- Confirming through room checks that rooms are set according to our standard, and ready for our guests
- Works with Revenue Management teams to ensure that room rates reflect levels of business to maximize revenue and profit over the course of the operating season
- Conduct employee reviews: actively seek opportunities to recognize staff on “doing it right” and assist in the creation and adoption of employee recognition program or events.
- Follow-up with guest service issues and service recovery solutions in a timely manner, providing service coaching as needed
- Ensure that all information and procedural changes are communicated in a timely manner, by communicating any changes before they happen.
- Provide direct support to hotel employees throughout the daily operations
- Manage daily scheduling, training, Interpretive assessments and employee performance management
- Organize and conduct regular departmental meetings for all frontline staff and one on one meetings with Supervisor and Lead hands
- Monitor Service metrics daily/weekly during the season, reacting and responding accordingly to address any issues and highlight/recognize service success amongst the hotel team.
- Ensure that valid and accurate statistics and business data are gathered to guide teams and team members to achieve established business goals. This includes, but is not limited to, milestone reports, operational reports key performance indicators, and ongoing performance survey reports such as Net Promoter Scores and Employee Engagement scores
- Show initiative in handling routine matters and quick, thoughtful judgment in all situations.
- To assist in developing annual business plans for the Glacier View Lodge operations with a focus on succession planning for Supe
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