Banff Lodging Operations Manager

Pursuit Collection•Banff, AB

30d

About The Position

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. We are seeking a dynamic leader to embrace and lead our front-line teams in providing an elevated guest and experience in beautiful Banff National Park. This is a management role reporting to the Director of Operations, Banff Lodging. As the Manager of Guest Experience you will oversee the day-to-day evening operations of our 2 properties in Banff. 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.

Requirements

The ideal candidate will be highly organized
2-4 years’ experience operationally at a management level
A leader in your field, your experience would preferably include a 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 is an asset to this role.
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, enthusiastic and self-motivated and prepared to exceed our guest and employee
Confidence in decision making based on research and trends is an asset to this role.

Responsibilities

Lead, mentor and motivate staff across departments to embrace Hospitality Standards and inspire lasting memories for our guests.
Reimage our Guest journey from start to finish with an emphasis on providing the most welcoming hotels in Banff.
Oversee our Front of house operations of the Elk and Avenue and Mount Royal Hotel
Collaborate with hotel & restaurant managers in reviewing and refining operational procedures to empower our team to resolve issues efficiently and effectively.
Work closely with our Hospitality Excellence team to roll out new procedures and share best practices throughout the region.
Monitor guest feedback, respond appropriately and work with each department 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 Banff National Park.
Monthly reporting on guest surveys, satisfaction and action plans to drive guest engagement scores.