Guest Experience Supervisor, Brewster Sightseeing

Location

Banff, AB | Canada

Job description

Manage standards of service and performance at the Pursuit Adventure Centre located within the
Brewster Transportation Centre (depot), Lake Louise (seasonal), Transportation Logistics
Coordinators (“Bus Directors”) and Sightseeing Host team, leading by example, fostering a positive
working environment, ensuring all staff maintain up-to-date knowledge, follow consistent policies and
procedures, and ensure each guest receives an exceptional experience

The starting wage for this position is $19.50 per hour. 

• 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 

• Manage standards of service and performance at the Pursuit Adventure Centre located within the
  Brewster Transportation Centre (depot), Lake Louise (seasonal), Transportation Logistics
  Coordinators (“Bus Directors”) and Sightseeing Host team, leading by example, fostering a positive
  working environment, ensuring all staff maintain up-to-date knowledge, follow consistent policies and
  procedures, and ensure each guest receives an exceptional experience.
• Works closely alongside the Guest Experience Manager (Brewster Transportation) and collaborates
  with management and staff from other lines of business to deliver seamless and integrated service at
  all locations, maintaining positive relationships across the board and ensuring efficient and effective
  communication is shared.
• Enforce policies and staff adherence. Perform coaching and subsequent coaching, retraining and
  disciplinary procedures for team members as required.
• Plays a key role in the recruitment, training and development of the roles required, alongside the Guest
  Experience Manager
• Leads on-site training to new staff members on all Brewster and Pursuit products and services. Ensure
  that all staff maintain current product knowledge and provide a high level of customer service
  standards.
• Enforce policies and ensure that all requirements are being achieved and expectations are met.
• Work with Pursuit Adventure Centre Manager to ensure that teams are striving to meet targets and
  help with the implementation of promotional items.
• Provide ongoing coaching and support to team members including check-ins and appraisals and assist
  in ongoing staff development and management.
• Advocate for team members and provide regular feedback to other members of Transportation
  leadership.
• Coordinate with the Guest Experience Manager to ensure a smooth operation, problem solving on the
  spot when required and report issues to management and relevant departments in a timely manner.
• Ensure that assigned locations are kept presentable – clean surfaces, tidy workspaces, up to date
  marketing material displayed, well stocked retail inventory and visually appealing merchandise
  fixtures.
• Ensure team has necessary supplies required to effectively perform their duties through placing orders
  or communicating needs for supplies and material to relevant people.
• Serve as the escalation point for customer service issues, providing efficient and effective resolution
  and subsequent follow up and reporting as required.
• Maintain and update reference guides, scripts, SOPs and other training manuals and materials.
• Lead by example and execute all work in a safe, professional manner in compliance with H&S and
  Pursuit’s Always Honest Policy and with a positive attitude.
• Ensure safe cash handling and overseeing the daily reconciliation of cash reports and applicable
  corrections and adjustments, including monitoring, and balancing the change float.
• Effective use of time management and scheduled work hours in accordance with business
  volumes/needs.
• Responsible for ensuring all staff understand Pursuit’s values and the Brewster and Pursuit Adventure
  Centre brands.
• Maintain operations within budgeted labour to revenue targets.
• Expected to work a variety of shifts, including Adventure Expert, Logistics Coordinator and at the Lake
  Louise desk, as required.
• Actively recognize areas for improvement and offer creative solutions and innovations and actively
  participate in driving and implementing positive changes.
• Ensuring a positive team environment is established and that positive environment and morale is
  maintained to the best of our ability with regular wellbeing check ins with team members, recognition
  awards for team members, organizing and facilitating regular team events, introducing relevant
  measures to support team engagement and retention, and maintaining open lines of communication
  between team members and wider management team.
• Maintain a physical presence in all operating locations as required, including Lake Louise, Jasper, and
  Calgary.
• Actively participate in additional training courses offered.
• Provide reports and reviews as required.

• Strong customer focus providing friendly, professional, and efficient service.
• Passion for employee and guest safety.
• Effective problem solving and critical thinking skills.
• Demonstrate high levels of positive energy and a willingness to take on new challenges.
• Attention to detail and good communication and listening skills.
• Excellent organizational and multi-tasking skills.
• Provide regular feedback / updates on current in-house developments in department meetings and sit
  downs.
• Recognize achievements through innovative ways of rewarding staff, aside from Peak Awards.
• Visit other operating locations and have a comprehensive understanding of their day-to-day
  operations.
• Conduct appraisals of Brewster products and implement new practices where needed.
• Scheduling support as required.
• Scheduled for on-call support as required.
• Physical demands include constant use of hands, repetitive actions and speaking, sitting/standing for
  long periods of time, frequent bending/twisting, working outdoors, and may lift, push, and pull up to
  50 lbs.
• Ability to motivate and lead a team of up to 40 people.
• Ability to work independently with minimal supervision as required.

• Beautiful. You’ll work in an 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 our amazing properties. 
• Remote. Our home is filled with trees, lakes and blue-bird skies; rather than buildings, freeways and smog. 
• 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 this 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.

Equal Employment Opportunity Information

Pursuit is an Equal Opportunity Employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, colour, age, religion, gender, sexual orientation, disability, veteran status, and other protected characteristics.  

Pursuit places a high value on diverse backgrounds and experiences, recognizing that they serve as catalysts for creativity and innovation. We encourage individuals who are eligible to work in Canada to apply and join our inclusive team! 

We are working to eliminate barriers for applicants and team members from equity-deserving groups. If you can’t apply online or need accommodation during the application or hiring process, please contact our Talent & Acquisition Team at [email protected]  

We thank all candidates for their interest, however, please note that only applicants selected for further consideration will be contacted.  

Job tags

Salary

$19.5 per hour