Pursuit

Guest Experience Manager, Golden Skybridge

Job Locations CA-BC-Golden
Job Post Information* : Posted Date 2 months ago(08/10/2022 2:54 PM)
Job ID # (iCIMS)
2022-20906
# of Openings
1
Job Posting Categories
Customer Service

What will be your daily pursuit?

Supporting and leading the guest experience team, to ensure they provide upbeat and professional hospitality

What perks can you expect?

  • Work in a dynamic, culturally diverse team from around the globe 
  • Work experience in an iconic, unforgettable, and inspiring location 
  • Free access to Pursuit attractions for staff and family, send a friend at half the price!
  • Discounted hotel stays under Pursuit’s lodging offerings, and discounted food & beverage and retail experiences
  • A safe work environment with structured COVID procedures and vaccination policies
  • The chance to work in an inclusive culture and make life-long friends 
  • Access to subsidized mental health and wellness resources
  • Opportunities for career growth or future work at other Pursuit locations 
  • Access to one of the world’s most beautiful and iconic National Parks 

What will you do in this job?

Golden Skybridge is seeking a leader that is excited by our vision/mission and ready to lead guest service teams to become enthusiastic, engaging hosts while creating unique and memorable experiences.

 

Reporting to the General Manager, this position is a senior leadership role at the Golden Skybridge located in Golden, BC. This role is responsible for the day-to-day guest and employee experience at the Golden Skybridge (seasonal operation open May to October), including guest journey, delivery of new and existing products and the recruitment and employee onboarding strategy. Success will be measured by guest experience, employee engagement, leadership development, financial management, and commitment to place.

  • Define what unique and memorable experiences look like for each reporting 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 every day
  • Provide direction, leadership, and daily support to guest facing teams at the Golden Skybridge
  • Inspire the team to deliver meaningful, impactful, passionate and exciting hospitality to all guests
  • Accountable for the seasonal employee plan at the Golden Skybridge, including development of labour budget, position descriptions, recruitment strategy and onboarding processes
  • Responsible for the onboarding, training, and ongoing coaching of the guest experience team at the Golden Skybridge
  • Monitor, analyze and report on, guest satisfaction, quality assurance and experiential performance metrics and respond to comments in a timely manner
  • Collaborate with Pursuit Support Services to develop group and travel trade rates and applicable programming
  • Oversee travel trade, group experiences and events onsite at the Golden Skybridge
  • Responsible for the delivery of best-in-class interpretive programs, in collaboration with Support Services
  • Maintain positive working relationships with internal and external stakeholders
  • Lead inventory management for all Golden Skybridge activities
  • Ensure cash security by creating and enforcing policies and procedures
  • Create department budgets and forecast monthly to ensure goals are achieved
  • Leading all communications and follow up brought forth from guest challenges and suggestions
  • Time management, payroll reports and daily KPI’s
  • Health and Safety champion for location, implementing all emergency and safety protocols for your areas to ensure the safety of our guests and teams

 

What skills and experience do you need for this job?

  • Able to work a variety of days/hours including weekends and public holidays
  • A minimum of five years leadership experience with proven ability to manage a large team, including experience in payroll, scheduling, recognition, and progressive performance management
  • Demonstrated ability to coordinate complex management tasks, to work independently, and to balance multiple priorities
  • Demonstrated experience in managing, tracking and analyzing budget trends and P&L Statement
  • Employee training experience including POS, customer service and operational skills
  • Strong organizational skills and ability to thrive in a fast-paced environment
  • Strong customer focus providing friendly, professional and efficient service
  • Effective problem solving and critical thinking skills
  • Demonstrate high levels of positive energy and a willingness to take on new challenges
  • Strong communication and listening skills with local and international guests and staff, second language skills highly advantageous
  • Accuracy and efficiency in handling large cash/card transactions under fast-paced and busy conditions and experience with cash reconciliation
  • Passion for employee and guest safety
  • Proficient in MS Office (Word, PowerPoint and Excel required)
  • First Aid Training an asset
  • Meet and set a strong example for Pursuit grooming standards
  • Physical demands including constant use of hands, repetitive actions and speaking, sitting/standing for long periods of time, frequent bending/twisting, working outdoors, and may lift, push, and pull up to 50 lbs

What will your work environment be like?

This position will provide coverage during a maternity leave. Available to start immediately until October 2023. 

  • Beautiful. You’ll work in an iconic, unforgettable and inspiring location. You’ll see amazing scenery and wildlife. You’ll participate in team events – and fun! 
  • Independent. You’ll spend your days in and around national parks
  • Remote. Our home is filled with trees, lakes and blue-bird skies; rather than buildings, freeways and smog. Connect with friends around a bonfire instead of through WiFi 
  • Busy. You need to be prepared for a physical working environment with walking, stair climbing, bending, reaching, lifting (up to 50 pounds with assistance) required  

This job description describes the role at a high level, but no document can anticipate every single task, issue or project that could come up. We work as a team and believe that we succeed together – these job duties may change based on the needs of the team and company as a whole. 

 

To handle this job successfully, any person hired must be able to perform responsibilities as described. Pursuit will make any reasonable accommodation to help a person with disabilities perform their job. This job is based in Golden, British Columbia, Canada. Relocation to the area and the legal ability to work in Canada is required. 

 

 

EEO 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 values diverse backgrounds and experience and we welcome all who are eligible to work in Canada to apply! We thank all candidates for their interest, however, please note that only applicants selected for further consideration will be contacted. If selected for an interview, please advise us if you require an accommodation.

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