Guest Experience Manager

Canada West Ski Areas Association; Golden; On-site; CAD 70,000 - 100,000; Full time

Job summary

Pursuit is seeking a proactive Guest Experience Manager for the Golden Skybridge. You will lead guest services, ticketing and interpretive teams year-round, focusing on safety, efficiency and memorable experiences.

You’ll manage arrivals, staff training, budgets and KPI reporting, while upholding Pursuit values and collaborating with partners to surprise and delight guests.

Qualifications

• Leadership to develop and articulate a vision for the Guest Experience department.
• Mentorship to identify talent and grow staff internally.
• Strategy skills to review the guest journey and implement improvements.
• Training to establish clear expectations and coach to the desired level.

Responsibilities

• Define and articulate the guest experience vision for the department and lead teams to deliver it.
• Lead arrivals, ticketing, guest services and interpretive teams with a focus on world-class experience.
• Manage budgets, forecasts and monthly reporting to meet goals.
• Maintain safety protocols and uphold Pursuit policies and procedures.
• Hire and train supervisors and staff, ensuring strong team performance.
• Coordinate with tour partners and suppliers to maintain positive relationships.

Skills

Leadership

Mentorship

Strategy

Training

Time management

Microsoft Office

Education

Undergraduate degree

Tools

Ventrata

RTP

Microsoft Office

Job description

We wake every day to greet glaciers, mountain peaks and turquoise lakes. At Pursuit, we live the dream. We’re united by an intrinsic love of exploring that can’t be confined by physical borders. Together, Pursuit team members and guests create inspiring memories they’ll share with their friends and families for years to come. It’s all about sharing our amazing destinations.

We have gathered a collection ofadventure travel experiences, each of them thoughtfully united by their power to inspire and invigorate. As a brand, Pursuit weaves elements ofwonder and amazementacross our range of awe-inspiring experiences.

• Our Vision is to be the world’s leading provider of experiential adventure travel.
• Our Mission is to connect guests and staff to iconic places through unforgettable, inspiring experiences.

GENERAL RESPONSIBILITY:

We are seeking a leader that is excited by this vision/mission and ready to lead guest service teams to become enthusiastic, engaging hosts while creating unique and memorable experiences. Reporting to the Hospitality and Guest Experience Manager, the Guest Experience Manager is a leadership role at the Golden Skybridge. This role is responsible for arrivals, ticketing, guest services, and interpretive teams. Success will be measured on guest experience (NPS), employee engagement (EES), leadership development, financial management, and commitment to place. This is a year round, full time position.

• Define what unique and memorable experiences look like for Guest Experience department. Articulate this vision and lead teams so they are compelled to become enthusiastic and engaging hosts. Create and deliver on SMART rolling action plans to achieve this vision. Work towards achieving these goals each and every day.
• Proactively lead these advancements while contribute to the greater experience
• Take ownership of cleanliness, ticketing, and guest experience
• Seek solutions, plan ahead and keep organized to deliver
• Live and lead Pursuit core values of Safety First, Bring Your Best, Anticipate and Honour Place
• Advance guest service, with special focusing on Anticipating guest needs to ensure the team delivers a world class experience
• Seek and deliver upon opportunities to surprise and delight
• Hire and Train supervisors and greater team
• Ensure that all Pursuit policies & procedures are followed
• Maintain positive working relationships with tour companies, suppliers and other departments
• Monitor supplies, printing inventory and ensure proper par stock levels are maintained
• Lead inventory management for groups, FIT and packages
• Create processes for proper balancing and reporting of financials
• Ensure cash security by creating and enforcing policies and procedures
• Create budgets and forecast on a monthly basis to ensure goals are achieved
• Health and Safety champion for the department, implementing all emergency and safety protocols for your areas to ensure the safety of our guests and teams
• Leading all communications and follow up brought forth from guest challenges and suggestions
• Identify current/prospective staffing requirements, maintain and update manuals and yearly job descriptions
• Ensure all the required statistical information is gathered, entered and reported accurately and timely
• Time management, payroll reports and daily KPI’s
• Monitor Medalia, monthly guest experience reporting, making sure to respond and follow up in a timely fashion.

SELECTION CRITERIA:

• Leadership – ability to develop and articulate vision, drive change, own goals, stay organized, strengthening culture, train, coach and modeling desired behaviors
• Mentorship- identifying talent and growing it internally
• Strategy – ability to reviewing the guest journey and implementing solutions to enhance the guest experience
• Training- establishing clear expectations and coach to the desired level
• Accounting experience an asset
• Ability to perform in a fast paced environment
• Computer literate with adequate knowledge in Microsoft Office programs
• Ventrata, RTP experience and second language an asset
• Undergraduate degree is an asset
• To honour our commitment to be “Always Honest” all employees must consent to a criminal record check