Guest Experience Supervisor

FlyOver Iceland; Banff; Hybrid; CAD 42,000 - 62,000; Full time

Benefits offered by this job

Free access to Pursuit attractions

50% off for friends

Discounts on hotel stays, dining, and

Mental health and wellness resources

Equal Employment Opportunities

Job summary

Pursuit Banff Gondola seeks a Guest Experience Supervisor to lead frontline teams, coach staff, and ensure a safe, welcoming, and professional environment for guests. You will manage daily operations, resolve escalated issues, and maintain high standards of service across all guest touchpoints.

We value a guest-focused hospitality mindset, strong problem-solving skills, and the ability to lead in a fast-paced setting.

Qualifications

• Proven leadership skills with a track record coaching staff.
• Strong guest-focused hospitality and service mindset.
• Effective problem solving and critical thinking abilities.
• Attention to detail and communication with diverse guests and staff.

Responsibilities

• Create and support an engaging, memorable guest experience across all touchpoints.
• Coach, mentor, and support Guest Experience Agents, Programming, and Facilities Attendants.
• Train new team members and provide ongoing feedback and development support.
• Coordinate daily Guest Experience operations for smooth service delivery.
• Act as the manager on duty and oversee cash handling security for the Banff Gondola.
• Escalate guest concerns and resolve issues quickly and professionally.
• Maintain high standards for cleanliness, safety, and service quality.

Skills

Leadership

Guest focus

Problem solving

Communication

Multitasking

Second language

Cash handling

Organizational skills

First Aid (cert.)

MS Office

Tools

MS Office

Job description

At Pursuit, we offer more than just a place to visit, we create opportunities for our guests to truly connect with iconic destinations. Our experiences include world‑class attractions and distinctive lodges, all designed to highlight the unique beauty of each location. Beyond that, we offer thoughtfully crafted restaurants, retail, and transportation services that help our guests immerse themselves fully in the experience. What ties it all together are the friendly faces you’ll find along the way, the thoughtful amenities, and the delightful details that make every visit feel personal and unforgettable.

As a Guest Experience Supervisor at the Banff Gondola, you will play a key leadership role in delivering an exceptional guest experience by supporting, coaching, and guiding frontline teams while ensuring a safe, welcoming, and professional environment for all guests.

ROLE & RESPONSIBILITIES

• Create and support an engaging, memorable guest experience across all Guest Experience touchpoints.
• Coach, mentor, and support Guest Experience Agents, Programming, and Facilities Attendants, team members to consistently exceed guest expectations.
• Train new team members and provide ongoing feedback, performance coaching, and development support.
• Coordinate daily Guest Experience operations to ensure smooth service delivery and effective on-the-spot problem solving.
• Act as the manager on duty, take charge of all guests and cash handling security for the Banff Gondola.
• Act as the escalation point for guest concerns, resolving issues quickly, professionally, and empathetically.
• Serve as the escalation point for guest issues, handle guest concerns and react quickly and professionally.
• Maintain high standards for cleanliness, appearance, safety, service quality, and environmental stewardship across guest‑facing areas.
• Support financial performance by managing labor within planned targets.
• Perform Guest Experience Agent and Facilities Attendant duties as operationally required.
• Actively participate in committees and contribute to continuous improvement initiatives.
• Foster a positive, inclusive, and motivating team environment that supports engagement and sales goals.
• Actively participate in committees.

REQUIRED SKILLS & QUALIFICATIONS

• Proven leadership skills and a passion for coaching and developing employee skills.
• Strong guest focus providing friendly, professional, and efficient hospitality.
• Effective problem solving and critical thinking skills.
• Demonstrate elevated levels of positive energy and a willingness to take on new challenges.
• Ability to thrive and lead in a fast‑paced environment.
• Attention to detail, effective communication and listening skills with local and international guests and staff.
• Second language skills considered a strong asset.
• Solid knowledge of the products and services available in Banff and its surroundings.
• Accuracy and efficiency in handling large amounts of cash ($CAD and $US) and debit/credit transactions under fast‑paced and busy conditions.
• Passion for employees and guest safety.
• Excellent organizational and multi‑tasking skills.
• Proficiency in MS Office (Word, PowerPoint and Excel required).
• First Aid Training an asset.

Physical demands include constant use of hands, repetitive actions and speaking, sitting/standing for extended periods of time, frequent bending/twisting, working outdoors, and may lift, push, and pull up to 50 lbs.

About Us:

We’re more than a hospitality and attractions company. We connect people to iconic places through unforgettable and inspiring experiences. Our team members included. Thoughtfully united by their unique power to inspire and invigorate, our collection of hotels and lodges, recreational attractions, ground transportation services, retail, food and beverage, sightseeing, tours, and travel products are tied together by iconic, destination‑worthy locations in Alaska, Montana, the Canadian Rockies, Reykjavík and Costa Rica. Pursuit is a publicly traded company listed on the New York Stock Exchange under the symbol PRSU. As a member of the S&P SmallCap 600 index, we specialize in attractions‑led hospitality, consistently generating revenue and delivering value to our shareholders.

What will your work environment be like?

At Pursuit, our locations are more than just a place to work – it’s a space where you can bring your whole self, collaborate with talented teams across departments, and build lasting friendships. We believe in fostering an environment where work and play coexist, so whether you’re tackling projects or enjoying our many perks, you’ll feel supported and valued. With a variety of great benefits, we’re committed to ensuring that your time with us is as fulfilling as it is fun. Our team shares a passion for adventure and an authentic desire to play host to the world. We are united by our connection to the people and places we’re lucky to call home. Our workforce is diverse. Our team members come here to embrace the extraordinary. To watch the sunrise and set each day in a place that, for many people, exists only in their imagination. To build career experience beside seasoned professionals a community of people who say ‘yes’ to adventure time and time again. To be a part of the #PursuitLife and live each day with purpose, turning moments into memories.

PURSUIT PERKS

• Join an inclusive, global team and make life‑long connections.
• Enjoy free access to Pursuit attractions and 50% off for friends.
• Get discounts on hotel stays, dining, and retail.
• Access subsidized mental health and wellness resources.
• Equal Employment Opportunities Information.

Equal Employment Opportunities

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 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 the country where the role is located 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 [e-mail].

We thank all candidates for their interest; however, please note that only applicants selected for further consideration will be contacted directly. Pursuit fulfills the dreams of friends, families, and travelers through its one‑of‑a‑kind attractions in the world’s most iconic locations. Everyone here works in service of our guests to create inspiring and unforgettable experiences—from gondola operators in Banff to our support teams in Denver.