Guest Experience Supervisor, Brewster Transportation

Pursuit; Banff; On-site; CAD 52,000 - 78,000; Full time

Benefits offered by this job

Staff accommodation is available

Join an inclusive, global team and be-

Free access to Pursuit attractions and

Discounts on hotel stays, dining, and

Mental health and wellness resources

Job summary

Pursuit is seeking a Guest Experience Supervisor to lead frontline teams across transportation operations and guest services. You will oversee recruitment, onboarding, coaching, and performance management, ensuring service standards and safety are upheld across multiple locations including Lake Louise, Jasper, and Calgary.

As an on-the-floor leader, you will coordinate daily operations with cross-functional teams, train staff, manage staffing and scheduling, and address guest concerns promptly

Qualifications

• Proven experience in customer-focused roles within hospitality, tourism, or customer service industries.
• Demonstrated ability to lead and motivate teams of up to 40 individuals, fostering a positive and high-performing environment.
• Strong problem-solving and critical thinking skills with adaptability across locations.
• Exceptional communication, collaboration, and organizational skills to support seamless operations.
• Hands-on experience with budget management, cash handling, merchandising, and scheduling.
• Passion for delivering outstanding guest experiences and improving operational practices.
• Experience implementing recognition programs to reward staff.
• Willingness to work in physically demanding environments and across multiple locations.

Responsibilities

• Lead, coach, and support the Guest Experience team to deliver engaging, professional, and memorable guest interactions
• Recruit, onboard, train, and evaluate team members, ensuring alignment with company values, service standards, and brand expectations
• Foster a positive, inclusive, and high-performing team culture through ongoing coaching, recognition, and engagement initiatives
• Act as the on-the-floor leader and Manager-on-Duty as required, ensuring smooth daily operations and strong team performance
• Coordinate daily operations across Brewster Transportation, working collaboratively with leadership and cross-functional teams
• Deliver exceptional guest experiences by upholding service standards, responding to feedback, and resolving concerns promptly and professionally
• Serve as the escalation point for guest service issues, ensuring effective resolution, follow-up, and continuous improvement
• Manage staffing levels, scheduling, and labour allocation in alignment with operational demand and financial targets
• Monitor team performance against service and sales goals, providing coaching and adjusting priorities as needed
• Deliver and enhance training programs to ensure strong product knowledge, operational understanding, and service consistency
• Maintain clear, professional communication with team members and leadership, including operational updates and performance insights
• Ensure accurate cash handling practices, including POS use, reconciliations, and compliance with audit and security standards
• Maintain key documentation, including training records, SOPs, and operational resources to support consistency and continuous improvement
• Promote and enforce health, safety, and compliance standards to maintain a safe environment for guests and employees
• Build and maintain strong relationships with internal teams, affiliates, and external partners to support seamless operations
• Support employee experience initiatives, including team events, uniform coordination, and internal programs
• Identify opportunities for operational improvement and implement solutions to enhance efficiency, quality, and guest experience
• Maintain a visible presence across operating locations and step into frontline roles as needed to support the business

Skills

Customer service leadership

Team leadership

Problem-solving

Communication

Budget & cash handling

Shift coordination

Staff development

On-floor leadership

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.

This is a full-time role, year-round opportunity. Staff accommodation is available.

The Guest Experience Supervisor plays a key leadership role in delivering exceptional guest and employee experiences across Transportation operations. This role is responsible for the daily coordination of guest service operations, leading frontline teams, and ensuring all service, safety, and operational standards are consistently met or exceeded.

As an on-the-floor leader, the Supervisor supports recruitment, onboarding, coaching, and performance management of Guest Experience team members. This role works closely with the Guest Experience Manager and cross-functional leaders to deliver seamless, integrated service across all locations.

• Lead, coach, and support the Guest Experience team to deliver engaging, professional, and memorable guest interactions
• Recruit, onboard, train, and evaluate team members, ensuring alignment with company values, service standards, and brand expectations
• Foster a positive, inclusive, and high-performing team culture through ongoing coaching, recognition, and engagement initiatives
• Act as the on-the-floor leader and Manager-on-Duty as required, ensuring smooth daily operations and strong team performance
• Coordinate daily operations across Brewster Transportation, working collaboratively with leadership and cross-functional teams
• Deliver exceptional guest experiences by upholding service standards, responding to feedback, and resolving concerns promptly and professionally
• Serve as the escalation point for guest service issues, ensuring effective resolution, follow-up, and continuous improvement
• Manage staffing levels, scheduling, and labour allocation in alignment with operational demand and financial targets
• Monitor team performance against service and sales goals, providing coaching and adjusting priorities as needed
• Deliver and enhance training programs to ensure strong product knowledge, operational understanding, and service consistency
• Maintain clear, professional communication with team members and leadership, including operational updates and performance insights
• Ensure accurate cash handling practices, including POS use, reconciliations, and compliance with audit and security standards
• Maintain key documentation, including training records, SOPs, and operational resources to support consistency and continuous improvement
• Promote and enforce health, safety, and compliance standards to maintain a safe environment for guests and employees
• Build and maintain strong relationships with internal teams, affiliates, and external partners to support seamless operations
• Support employee experience initiatives, including team events, uniform coordination, and internal programs
• Identify opportunities for operational improvement and implement solutions to enhance efficiency, quality, and guest experience
• Maintain a visible presence across operating locations and step into frontline roles as needed to support the business

Required Skills & Qualifications

• Proven experience in customer-focused roles within hospitality, tourism, or customer service industries.
• Demonstrated ability to lead and motivate teams of up to 40 individuals, fostering a positive and high-performing environment.
• Strong problem-solving and critical thinking skills, with the ability to adapt to changing circumstances and work across various locations.
• Exceptional communication, collaboration, and organizational skills to support seamless operations.
• Hands-on experience with budget management, cash handling, merchandising, and scheduling.
• Passion for delivering outstanding guest experiences and improving operational practices.
• Experience implementing innovative recognition programs to reward and inspire staff.
• Familiarity with physically demanding roles, including standing or sitting for long periods, working outdoors, and occasional lifting of up to 50 lbs.
• Flexibility to support shifts across multiple locations, including Lake Louise, Jasper, and Calgary.
• Track record of identifying and implementing improvements to enhance service delivery and team performance.
• First Aid Certification an asset
• Multilingualism an asset
• Class 4 Driver's License (or higher) an asset
• To honour our commitment to be “Always Honest” all employees must consent to a criminal record check

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

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.