Pursuit Jasper AB Guest Experience Manager

The Fairmont Jasper Park Lodge; Municipality of Jasper; On-site; CAD 60,000 - 80,000; Full time

Job summary

A luxury hospitality company in Jasper seeks a Guest Experience Manager to lead operations across seven hotels. The ideal candidate has 2-4 years of management experience in hospitality, strong mentorship skills, and a passion for guest engagement. This role fosters a welcoming environment and ensures high service standards. Join a global team committed to creating unforgettable experiences for every guest.

Benefits

Free access to Pursuit attractions

50% discount for friends

Discounts on hotel stays, dining, and retail

Access to mental health resources

Qualifications

• 2-4 years experience operationally at a management level.
• Leader in Front Office and/or rooms division.
• Strong motivational skills and coaching ability.

Responsibilities

• Lead, mentor and motivate staff to embrace hospitality standards.
• Monitor guest feedback and respond appropriately.
• Handle guest complaints to avoid negative experiences.

Job description

Pursuit Jasper AB Guest Experience Manager

Location: 86 Connaught Dr, Jasper, AB • Full-time

Overview

This is a management role reporting to the Director of Operations, Jasper Lodging. As the Manager of Guest Experience you will oversee the day-to-day evening operations of our 7 hotels across Jasper. This role is key to providing support to our line staff, encouraging them to go beyond in creating memorable experiences, and fostering a culture of “can do” attitudes. If you have a passion for hospitality along with leadership skills to drive engagement with our teams; this opportunity is for you.

Benefits

• 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.

Responsibilities

• Lead, mentor and motivate staff across departments to embrace Hospitality Standards and inspire lasting memories for our guests.
• Collaborate with hotel & restaurant managers in reviewing and refining operational procedures to empower our team to resolve issues efficiently and effectively.
• Monitor guest feedback, respond appropriately and work with LOB supervisory team to assist in timely replies.
• Identify opportunities to refine and implement best-in-class hospitality and service standards.
• Maintain a high level of standard throughout the properties with a focus on cleanliness, presentation, welcome experience and operational efficiencies.
• Handle guest complaints to avoid negative impacts to the team or guest experience.
• Be a champion of Health and Safety and ensure proper protocols are followed with any incidents or safety concerns.
• Collaborate with our attraction partners to assist guests with a seamless visit to Jasper Nation Park.
• Monthly reporting on guest surveys, satisfaction and action plans to drive guest engagement scores.

Qualifications

• IDEAL EXPERIENCE: 2-4 years’ experience operationally at a management level.
• A leader in your field with strong background in Front Office and/or rooms division.
• An innovative thinker who provides solutions to ensure support of guest and employee needs.
• Confidence in decision making based on research and trends.
• Proven team-builder with outstanding motivational skills and coaching ability.
• High degree of attention to detail and professionalism.
• Demonstrated commitment to finding new and better ways of working by applying learning, feedback and experience.
• Results oriented with the ability to be flexible, energetic and self-motivated and prepared to exceed our guest and employee expectations.
• The ideal candidate will be highly organized.

This list describes at a high level what this job requires, but no job description can anticipate every single task, issue or project that could come up. Pursuit reserves the right to adjust, reduce, add, or change job tasks as needed for the success of the business.

About Pursuit and Work Environment

Pursuit is a global attractions and hospitality company that connects guests and staff to iconic places through unforgettable and inspiring experiences. Pursuit is part of Viad, an S&P SmallCap 600 international experiential services company. Our operations span national parks and attractions across Canada and the United States, including Banff, Jasper and Waterton Lakes National Parks, and FlyOver attractions in Canada and the US. Our mission is to connect guests and staff to iconic places through unforgettable experiences.

Equal Opportunity Employer

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, or other protected characteristics. We encourage individuals who are eligible to work in Canada to apply and join our inclusive team. We are working to eliminate barriers for applicants and team members from equity-deserving groups. If you require accommodation during the application process, please contact our Talent Acquisition Team at [e-mail] or drop in to one of our offices to hand in a resume if you do not have access to a computer. We thank all candidates for their interest; however, only applicants selected for further consideration will be contacted.