Vice President, Pursuit Hospitality Excellence

What will be your daily pursuit?:
The Vice President of Pursuit Hospitality Excellence will lead the development and implementation standards across all business operations.

Partnering with leaders from hotels, restaurants, attractions, and the executive team, this role will drive guest experience enhancements, operational excellence and revenue growth to ensure top-tier customer service, team engagement and property presentation across all Pursuit lines of business.

What will you do in this job?:
Strategic Leadership
- Collaborate with senior leadership to bring Pursuit brand to life through hospitality delivery.

Quality and Service Standards
- Develop and implement Standard Operating Procedures and Hospitality Standards, in partnership with Operations leaders, in alignment with the company’s overall business objectives.
- Create and implement an auditing platform to ensure consistent hospitality and guest experience delivered at all locations. Multiple tiered system to track internal audits, in depth auditing, and a 3rd party audit platform.
- Work closely with marketing and sales teams to align hospitality offerings with market demand and drive revenue growth.
- Support operations across all hospitality departments, ensuring consistently high standard of property presentation and Quality Assurance.

Guest Experience
- Build and maintain strong relationships with key stakeholders, including customers, partners, suppliers, and local communities.
- Champion a guest-centric culture, fostering an environment where exceptional service is the standard.
- Lead initiatives to innovate and enhance the guest experience, leveraging feedback, market trends, and new technologies.

Continuous Improvement
- Create a decision-making framework to ensure Hospitality Standards drive decision making through all aspects of the business (e.g. property presentation, capex deployment, new experience development, training, etc).
- Implement and monitor performance metrics to drive continuous improvement in guest satisfaction, operational efficiency, and financial performance.
- Represent the company at industry events, conferences, and networking opportunities to enhance the brand’s visibility and reputation.

Talent Development
- Lead, mentor, and develop a high-performing hospitality team, promoting a culture of collaboration, accountability, and excellence.
- Provide clear direction, set performance goals, and conduct regular performance reviews for direct reports.
- Create a “train the trainer” program where each business will have Hospitality champions, have quarterly meetings and tracking platforms with specific KPIs

Cost and Efficiency Management
- Ability to support and assist with new acquisitions, renovations, rebrand across Pursuit

This list describes at a high level what the VP of Pursuit Hospitality Excellence may do, but no job description can anticipate every single task, issue or initiative that could arise. Pursuit reserves the right to adjust, reduce, add or change job tasks as needed for the success of the business.

What skills and experience do you need for this job?:
Education
- Bachelor’s degree in Business Administration, Hospitality Management, Operations, or a related field is preferred.

Ideal Experience
- Minimum 10 years of leadership experience in hospitality, lodging, travel and recreation required.
- Experience building and managing annual budgets, recurring P&L statements and capital budget requests.
- Experience using guest satisfaction platforms such as Revinate, Trip Advisor, and similar platforms that measure NPS. Ability to understand and analyze service ratings, build appropriate action plans, and respond professionally to concerns.
- Experience building relationships and working on teams across all levels of an organization, particularly with operating teams, line supervisors and seasonal staff from a broad range of cultural backgrounds.

Skills & Abilities
- Strong and well-organized communication skills, including reading, writing, and verbal.
- Strong attention to detail and quality of work.
- Strong sense of urgency.
- Capable of inspiring teams to drive speed and performance.

To handle this job successfully, any person hired must be able to perform responsibilities as described. Pursuit will make any reasonable accommodation to help a person with disabilities perform their job. This job is based in Alberta, Canada. Relocation to the area and the legal ability to work in Canada is required.

What will your work environment be like?:
We're 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-wor