Guest Experience Supervisor, Brewster Sightseeing - Jobs in Banff, AB

Job Description

Compensation:The starting wage for this position is $19.00/hour.What will be your daily pursuit:Supporting, coaching and inspiring the Sightseeing Host, Pursuit Adventure Centre and Bus Directorteams!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:

• Manage standards of service and performance of the Sightseeing Host team, the Pursuit AdventureCentre (Transportation Depot and Lake Louise locations) and Bus Directors, by ensuring all staff areknowledgeable, follow consistent policies and procedures and provide each visitor with the highestquality experience.
• Works closely alongside the Guest Experience Manager (Brewster Transportation) and collaborates withmanagement and staff from other lines of business to deliver seamless and integrated service at alllocations, maintaining positive relationships across the board.
• Enforce policies and staff adherence. Discipline staff for lateness, dishonesty and non-compliance withstandards of professionalism, customer service, safety, environmental standards, presentation, etc.
• Assist with the hiring and onboarding of new team members.
• Is a leader of on-site training for 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 servicestandards.
• Support, coach and ensure that each member of the seasonal transportation team (Brewster SightseeingHosts, Adventure Experts, Bus Directors, Transportation Coordinators), provides upbeat andprofessional guest experiences that go above and beyond our guests’ expectations
• Coordinate with the Guest Experience Manager to ensure a smooth operation, problem solve on the spotwhen required and report technical issues to management in a timely mannerServe as the escalation point for customer service issues, handle customer concerns, and react quicklyand professionally
• Lead by example and execute all work in a safe, professional manner in compliance with H&S andPursuit’s Always Honest Policy and with a positive attitude.
• Work with Depot supervisor to ensure that all targets are being maintained; help with theimplementation of promotional items.
• Manages staff including but not limited to; ensuring a positive team environment is established and thatpositive environment and morale is maintained to the best of our ability with regular performancereviews, sit down chats and wellbeing check ins with team members, recognition awards for teammembers, organizing team events and maintaining open lines of communication between team membersand wider management team.
• Ensure that assigned locations are kept stocked, clean and tidy.
• Work with Adventure Centre and Central Reservations management to ensure communication isappropriately distributed to team members.
• Maintain and update reference guides, scripts, SOPs and other training manuals and materials
• Overseeing the daily reconciliation of cash reports and applicable corrections and adjustments asrequired.
• Ensure cash security by enforcing policies and authorized access to the safes and safe cash handlingprocedures in the ticketing areas.
• Responsible for ensuring all staff understand Pursuit’s values and the Brewster and Pursuit AdventureCentre brands.
• Maintain operations within budgeted labour to revenue targets.
• Expected to have a physical presence in both Lake Louise and Jasper on a monthly basis (at least)
• Ensuring that the Adventure Centre team are maintaining their space including visual appeal,cleanliness, restocking, etc

What skills and experience do you need for this job:

• Must be able to communicate fluently in English. Secondary language skills are an asset.
• Must be mature and self-motivated and possess a proven ability or desire to thrive and lead in a fastpaced team environment.
• Proven leadership skills and a passion for coaching and developing employee skills
• First Aid Training an asset
• Physical demands including constant use of hands, repetitive actions and speaking, sitting/standing forlong periods of time, frequent bending/twisting, working outdoors, and may lift, push, and pull up to 50lbs.
• 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 sitdowns
• Recognize achievements through innovative ways of rewarding staff, aside from Peak Awards andincentive payouts
• Take monthly trips to visit Jasper team and ensure all policies and procedures are being met
• Conduct appraisals of Brewster products and implement new practices where needed

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 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.EEO Information: Pursuit is an Equal Opportunity Employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, gender, sexual orientation, disability, veteran status, and other protected characteristics. Pursuit values diverse backgrounds and experience and we welcome all who are eligible to work in Canada to apply! We thank all candidates for their interest, however, please note that only applicants selected for further consideration will be contacted. If selected for an interview, please advise us if you require an accommodation.Quick Apply

• Terms & Conditions
• New Privacy
• Privacy Center
• Accessibility

For Job Seekers

• Browse Jobs
• Advanced Job Search
• Emplois Quebec

For Employers

• Post a Job
• SimplyHired OnDemand

Stay Connected