Guest Experience Supervisor, Brewster Transportation

7 days ago

Banff, Canada Pursuit Collection Full time

What will be your daily pursuit?:
Your daily pursuit will include playing a pivotal role in leading, inspiring, and empowering our team to deliver world-class guest experiences in the breathtaking Canadian Rockies. This dynamic position blends operational oversight, collaboration, and team leadership to ensure seamless service across multiple locations.

What will your compensation be?:
The starting wage for this position is $20.50 per hour.

When does this adventure begin?:
This role starts in January, 2025.

What perks can you expect?:

- 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.

What will you do in this job?:
**Leadership & Team Development**
- Oversee the operations of the Pursuit Adventure Centre (PAC) within the Brewster Transportation Centre, including Logistics Coordinators ("Bus Directors"), while supporting related teams and businesses such as Brewster Express, Brewster Sightseeing, and Open Top Touring.
- Lead by example, fostering a positive, professional, and fun work environment that motivates and engages team members.
- Hire, train, coach, and support staff, ensuring they maintain up-to-date knowledge and deliver exceptional guest service.
- Conduct staff performance reviews, appraisals, and check-ins while addressing performance concerns with coaching or disciplinary action as required.
- Organize team events, recognition programs, and regular well-being check-ins to boost morale and retention.

**Guest Experience Excellence**
- Ensure all staff provide consistent, professional, and engaging guest interactions, exceeding expectations.
- Act as the escalation point for guest service issues, resolving complaints promptly and effectively.
- Develop and maintain reference guides, SOPs, and training manuals to support high-quality guest experiences.

**Operational Oversight**
- Manage cash handling, daily reconciliations, and inventory controls, ensuring security and accuracy.
- Maintain clean, organized, and visually appealing locations with well-stocked retail fixtures.
- Monitor and align operations with budgeted labor-to-revenue targets and financial goals.
- Place orders or coordinate with relevant teams to ensure staff have the tools and supplies needed to succeed.
- Support shifts and perform front-line duties, including Adventure Expert or Logistics Coordinator roles, as needed.

**Sales & Merchandising**
- Lead the team in achieving sales goals through effective upselling and cross-selling techniques.
- Oversee the merchandising and display of retail and promotional items, ensuring they are visually appealing and well-stocked.
- Provide regular reporting on sales performance, inventory needs, and operational improvements.

**Collaboration & Communication**
- Work closely with the Guest Experience leadership team, PAC Manager, and other department leaders to deliver seamless, integrated services.
- Maintain strong relationships with staff, management, and external partners, ensuring open communication and smooth operations.
- Advocate for team members, providing feedback to leadership and supporting professional development.

**Safety & Compliance**
- Promote and enforce safe work habits, Health & Safety compliance, and adherence to the company’s “Always Honest” policy.
- Implement sustainability initiatives aligned with Pursuit’s values.

What skills and experience do you need for this job?:

- Proven experience in customer-focused roles within hospitality, tourism, or customer service industries.
- Demonstrated ability to lead and motivate teams of up to 40 individuals, fostering a positive and high-performing environment.
- Strong problem-solving and critical thinking skills, with the ability to adapt to changing circumstances and work across various locations.
- Exceptional communication, collaboration, and organizational skills to support seamless operations.
- Hands-on experience with budget management, cash handling, merchandising, and scheduling.
- Passion for delivering outstanding guest experiences and improving operational practices.
- Experience implementing innovative recognition programs to reward and inspire staff.
- Familiarity with physically demanding roles, including standing or sitting for long periods, working outdoors, and occasional lifting of up to 50 lbs.
- Flexibility to support shifts across multiple locations, including Lake Louise, Jasper, and Calgary.
- Track record of identifying and implementing improvements to enhance service delivery and team performance.
- First Aid Certification an asset
- Multilingualism an asset
- Class 4 Driver's License (or higher) an asset
- To honour our commitment to be “Always Honest” all employees must consent to a criminal record check

What will your work environment be like?:

- Beautiful. You’ll be working in the iconic, unf

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