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Guest Experience Manager, Open Top Touring

2 weeks ago

Banff, Canada Banff Jasper Collection by Pursuit Full time

What will be your daily pursuit?:
Delivering a fun and unique touring experience in Banff, Jasper, and Waterton Lakes National Park

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?:

- Developing and delivering exceptional guest and team touring experiences
- Hiring and managing a team of unionized driver guides and supervisors across 3 geographies (Banff, Jasper, Waterton)
- Creating and implementing training programs that cater to the unique aspects of being a touring guide
- Lead day-to-day operations focused on consistently delivering exceptional guest experiences and increasing visitation
- Anticipate challenges with a collaborative solution driven strategy that will enhance the performance of Open Top Touring
- Preparation of monthly forecasting, reporting, and assist with the development, implementation and monitoring of budgets
- “Safety First.” Team and Guest Safety is our first priority to maintain our reputation as industry leaders
- Collect, communicate and lead the efforts to know and understand our guests, guest trends, innovation, and product development
- Develop structure and process for all aspects of Open Top Touring
- Working closely with our heavy-duty maintenance facility to ensure proper maintenance schedules and cleaning standards are met

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

- 5+ years of experience in elevated hospitality and travel industries experiences
- Management experience in guiding or touring
- Thrives in a fast paced and high energy work environment
- Working knowledge of various computer software programs (MS Office)
- Proven creativity and inspiring experiences and best practices
- Experience with best-in-class training, staff development and the operational management of large and complex operations
- Expertise in building relationships and working on teams across all levels of an organization, particularly with operating teams, sales and marketing, and seasonal staff from a broad range of cultural and ethnic backgrounds
- Able to create “followership” through modelling our core values and best practices
- Experience with financial management and creating strong employee and guest satisfaction
- 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 work in iconic, unforgettable and inspiring locations. You’ll see amazing scenery and wildlife. You’ll participate in team events - and fun
- Independent. You’ll spend your days in and around national parks
- Remote. Our home is filled with trees, lakes and blue-bird skies; rather than buildings, freeways and smog. Connect with friends around a bonfire instead of through WiFi
- Busy. You need to be prepared for a physical working environment with walking, stair climbing, bending, reaching, lifting (up to 50 pounds with assistance) required

This job description describes the role at a high level, but no document can anticipate every single task, issue or project that could come up. We work as a team and believe that we succeed together - these job duties may change based on the needs of the team and company as a whole.

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.