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Guest Experience Leader

2 months ago

Banff, Alberta, Canada Pursuit Collection Full time

About Pursuit Collection

At Pursuit, we live the dream of exploring iconic destinations and sharing those experiences with others. We are united by a passion for adventure travel and a commitment to creating unforgettable memories for our guests.

Your Role: Guest Experience Leader - Lower Terminal

As a Guest Experience Leader at Pursuit Collection, you will play a vital role in ensuring that every guest who visits the Banff Gondola has an exceptional experience. You will lead and inspire your team to deliver world-class hospitality, manage daily operations, and contribute to the overall success of our Lower Terminal.

What You'll Do:
  • Team Leadership & Development: You will coach, mentor, and develop a team of Guest Experience professionals, fostering a positive and collaborative work environment.
  • Operational Excellence: Oversee the smooth running of the front desk, ticket booth, tour group desk, and cash control office, ensuring efficient guest service and adherence to company standards.
  • Guest Satisfaction: Lead your team in creating a welcoming and memorable experience for every guest, from arrival to departure. This includes managing lift lines, maintaining cleanliness, and addressing any guest concerns promptly and professionally.
  • Sales & Revenue Generation: Champion the sale of gondola packages, Pursuit Passes, and other products, maximizing revenue opportunities and exceeding sales targets.
  • Collaboration & Communication: Work closely with colleagues in other departments (Lifts, Food & Beverage, Retail, Photos) to ensure a seamless and positive guest experience throughout the Lower Terminal.
What You Bring:
  • Proven leadership skills with a passion for coaching and developing team members.
  • A commitment to delivering exceptional customer service and exceeding guest expectations.
  • Minimum 2-3 years of supervisory or management experience in a customer-facing environment.
  • Strong communication, interpersonal, and problem-solving skills.
  • Excellent organizational skills with attention to detail and the ability to multitask effectively.
  • A positive attitude and a willingness to work in a fast-paced, dynamic environment.