Columbia Icefield Skywalk & Interpretive Experience Manager - Jobs in Jasper, AB

Job Description

What perks can you expect:

• Work in a dynamic, culturally diverse team from around the globe
• Year round work experience in iconic, unforgettable, and inspiring locations
• Fast-paced and active position – get your step counter ready!
• The chance to work in an inclusive culture and make life-long friends
• 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:This role will directly oversee the daily operations of the Columbia Icefield Skywalk Experience (Columbia Icefield Skywalk Guides and Guest service agents). The Skywalk Manager will ensure a memorable and positive experience for our guests and staff through implementing and delivering the standard operating policies and procedures as they relate to our service, interpretive, operational, safety and employee engagement standards and practices. The Skywalk Manager will report directly to the Director of Attractions. This position will act as the “on the floor” daily leadership for the Skywalk Guides and Skywalk Guest service agents, ensuring delivery on key performance areas. Assisting the Banff Jasper Collection Interpretive dept. with improving our guest and employee experience through innovative interpretive programming & Interpretive training programs for Pursuit Guides.

• To be an active member of the Columbia Icefield management team, supporting peers & continually working at building a cohesive team which works together effectively and efficiently.
• Conduct business with guests, staff and suppliers with uncompromising integrity meeting our “Always Honest” core values.
• Actively participate in the annual SMART goals program and complete all required leadership courses
• Contribute to developing and maintaining a high energy, service focused and animated team
• Ensure that all service expectations, standards and qualities are being met and exceeded on a continual basis, providing employee coaching and direction as required.
• Helps their team understand their role in achieving our business strategy that motivates staff to excel.
• Coordinate and oversee the needed training and professional development of all Skywalk Guides and Guest service agents to ensure they are confident and fully trained on all job specific and company requirements.
• Coordinate and oversee the according interpretive training to both new and returning guides following and delivering to program outline and expectations set by Director of Guest Experience and the Pursuit BJC Interpretive Director.
• Conduct employee reviews; actively seek opportunities to recognize staff on “doing it right” and assist in the creation and adoption of employee recognition program or events.
• Follow-up with guest service issues and service recovery solutions in a timely manner, providing service coaching as needed
• Attend weekly/daily leadership meetings as required
• Ensure that all information and procedural changes are communicated in a timely manner, by communicating any changes before they happen.
• Provide direct support to CIFSW Guides/GS agents throughout the daily operations
• Manage daily scheduling, training, Interpretive assessments, and employee performance management
• Organize and conduct regular departmental meetings for all frontline staff and one on one meetings with Supervisor and lead hands
• Monitor service metrics daily/weekly during the season, reacting and responding accordingly to address any issues and highlight/recognize service success amongst the Skywalk team.
• Show initiative in handling routine matters and quick, thoughtful judgment in all situations.
• To assist in developing annual business plans for the Skywalk operations with a focus on succession planning for supervisory positions and lead hands.
• To meet the financial expectations set for your specific line of business. Managing costs on a day to day basis to expected business levels, tracking and reporting on labour/expenses incurred.
• Ensure payroll is completed daily and submitted on time for all payroll periods
• Ensure that daily labor management reflect forecasted/ current business levels
• Ensure that Skywalk operations are organized daily to forecasted business levels and prepared to meet and exceed guest expectations.
• Ensure all interpretive equipment is managed accordingly and safeguard measures in effect from damage or loss.
• Act accordingly to all emergency and safety protocols taking on a leadership role as required for any instances that arise. Ensure daily operations safety checks are being completed, documented and saved in electronic format.
• Complete knowledge of our operational safety practices and procedures in regard to guest and employee safety and ensuring these are met accordingly.
• Represent Pursuit BJC professionally in all communications relating to clients/guests, suppliers, products and co-workers; this includes personal meetings, telephone conversations, faxes, email, letters, etc.
• Document all incidents as to Pursuit and Columbia Icefield standard operating procedures and report these to Columbia Icefield sr. management

What skills and experience do you need for this job:

• Organization and time management skills are a must, but a passion for making a difference for each guest and employee is the most important aspect of this position!
• Post-secondary education or equivalent in work experience
• 2 years management/supervisory experience with proven ability to manage and direct a large team
• Flexible (ability to work varying hours/days as business needs dictate)
• Conflict management experience
• Leadership experience to include payroll, scheduling, employee recognition, and progressive discipline
• Employee training experience to include, interpretive guide, customer service and operational skills
• Computer proficient – sound MS Word, Excel and email ability
• Guest service-oriented mindset and a passion for delivering memorable experiences
• Ability to think on the fly and outside the box to solve problems with a positive attitude
• Alberta Class 5 License (with interest in upgrading to an Alberta Class 4 License)
• Speaks second language, an asset;
• Mature, energetic, dependable and self-motivated;
• Enjoy working with a team in a busy, fast-paced environment
• Must enjoy working outdoors, even in challenging mountain weather conditions
• Comfortable working on your feet for extended periods of time in both an indoor and outdoor environment. Be prepare for all season weather (snow, rain, wind, hail)
• Must meet the organization grooming and appearance standards
• To honour our commitment to be “Always Honest” all employees must consent to a criminal record check
• Standard First-Aid or higher an asset

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.Quick Apply

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