Guest Experience Supervisor, Banff Gondola

Pursuit Collection; Aldersyde; On-site; Full time

Job summary

Join a leading company in the tourism sector as a Guest Experience Supervisor. Your role will involve guiding a team to ensure exceptional service at the Banff Gondola. You'll handle customer concerns, train new staff, and maintain high operational standards in a beautiful, inspiring environment. This position offers competitive pay and various perks, including discounts and wellness resources.

Benefits

Free access to Pursuit attractions

50% off for friends

Discounts on hotel stays

Subsidized mental health resources

Qualifications

• Proven leadership and coaching skills.
• Strong customer focus and service orientation.
• Ability to lead in a fast-paced environment.

Responsibilities

• Guide and motivate the team to deliver exceptional guest service.
• Serve as the escalation point for customer service issues.
• Ensure all areas meet standards for cleanliness and safety.

Skills

Leadership

Customer Focus

Problem Solving

Communication

Organizational Skills

Tools

MS Office

Job description

What will be your daily pursuit? : Your daily pursuit is guiding and motivating your team to deliver exceptional guest service, ensuring every guest has an unforgettable experience.

What will your compensation be? : The starting wage for this position is $20.50.

What perks can you expect? :

• Join an inclusive, global team and make lifelong 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.

What will you do in this job? :

• Make the Banff Gondola experience inspiring, fun, informative, and genuine for all guests.

Guest Experience employees and guests:

• Support, coach, and ensure that each member of the guest experience team (Ticket Agents and Memory Makers) provides upbeat and professional guest service that exceeds guests' expectations.
• Train new staff members and provide ongoing feedback.
• Coordinate management of the Front Office to ensure smooth operation, problem solve on the spot, and report technical issues timely.

Handling customer concerns:

• Serve as the escalation point for customer service issues, handle concerns, and react quickly and professionally.

Team environment and supervision:

• Help create a positive and encouraging team environment, motivate the team to achieve sales goals, and act as the supervisor on duty—taking charge of all guest services and cash handling security for the Banff Gondola.

Front Office Operations:

• Ensure all areas meet standards for cleanliness, appearance, customer service, safety, and environmental standards.
• Assist with meeting financial expectations by managing labor costs.

Additional duties:

• Perform all work safely and in compliance with H&S and company policies.
• Perform duties of a Ticket Agent and Explore Rockies Expert as required.
• Participate actively in committees.

Skills and experience required:

• Proven leadership, coaching, and employee development skills.
• Strong customer focus and professional service orientation.
• Effective problem-solving and critical thinking skills.
• High energy, positive attitude, and willingness to take on challenges.
• Ability to lead in a fast-paced environment with attention to detail and good communication skills.
• Second language skills are highly advantageous.
• Knowledge of local products and services.
• Accuracy and efficiency in handling cash and transactions.
• Passion for safety, organizational skills, proficiency in MS Office, and First Aid training (asset).

Work environment:

• Beautiful, inspiring location with scenic views and wildlife.
• Fun, diverse team from around the globe with various events.
• Independent and remote work setting within natural surroundings.
• Physically demanding with walking, lifting up to 50 lbs., and outdoor work.

We value teamwork and flexibility, and job duties may evolve based on company needs.

EEO Statement: Pursuit is an Equal Opportunity Employer committed to diversity and inclusion. We evaluate applicants without regard to protected characteristics and encourage individuals from all backgrounds to apply. If accommodations are needed during the application process, please contact our Talent Acquisition Team. Only shortlisted candidates will be contacted.