Guest Experience Manager, Golden Skybridge Adventure Park

Pursuit Collection•Golden, BC

1d•Onsite

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 wake every day to greet glaciers, mountain peaks and turquoise lakes. At Pursuit, we live the dream. We’re united by an intrinsic love of exploring that can’t be confined by physical borders. Together, Pursuit team members and guests create inspiring memories they’ll share with their friends and families for years to come. It’s all about sharing our amazing destinations. We have gathered a collection of adventure travel experiences, each of them thoughtfully united by their power to inspire and invigorate. As a brand, Pursuit weaves elements of wonder and amazement across our range of awe-inspiring experiences. Our Vision is to be the world’s leading provider of experiential adventure travel. Our Mission is to connect guests and staff to iconic places through unforgettable, inspiring experiences. We are seeking a leader that is excited by this vision/mission and ready to lead guest service teams to become enthusiastic, engaging hosts while creating unique and memorable experiences. Reporting to the Hospitality and Guest Experience Manager, the Guest Experience Manager is a leadership role at the Golden Skybridge. This role is responsible for arrivals, ticketing, guest services, and interpretive teams. Success will be measured on guest experience (NPS), employee engagement (EES), leadership development, financial management, and commitment to place. This is a year round, full time position.

Requirements

Leadership - ability to develop and articulate vision, drive change, own goals, stay organized, strengthening culture, train, coach and modeling desired behaviors
Mentorship- identifying talent and growing it internally
Strategy - ability to reviewing the guest journey and implementing solutions to enhance the guest experience
Training- establishing clear expectations and coach to the desired level
Ability to perform in a fast paced environment
Computer literate with adequate knowledge in Microsoft Office programs
To honour our commitment to be “Always Honest” all employees must consent to a criminal record check

Nice To Haves

Accounting experience an asset
Ventrata, RTP experience and second language an asset
Undergraduate degree is an asset

Responsibilities

Define what unique and memorable experiences look like for Guest Experience 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 each and every day.
Proactively lead these advancements while contribute to the greater experience
Take ownership of cleanliness, ticketing, and guest experience
Seek solutions, plan ahead and keep organized to deliver
Live and lead Pursuit core values of Safety First, Bring Your Best, Anticipate and Honour Place
Advance guest service, with special focusing on Anticipating guest needs to ensure the team delivers a world class experience
Seek and deliver upon opportunities to surprise and delight
Hire and Train supervisors and greater team
Ensure that all Pursuit policies & procedures are followed
Maintain positive working relationships with tour companies, suppliers and other departments
Monitor supplies, printing inventory and ensure proper par stock levels are maintained
Lead inventory management for groups, FIT and packages
Create processes for proper balancing and reporting of financials
Ensure cash security by creating and enforcing policies and procedures
Create budgets and forecast on a monthly basis to ensure goals are achieved
Health and Safety champion for the department, implementing all emergency and safety protocols for your areas to ensure the safety of our guests and teams
Leading all communications and follow up brought forth from guest challenges and suggestions
Identify current/prospective staffing requirements, maintain and update manuals and yearly job descriptions
Ensure all the required statistical information is gathered, entered and reported accurately and timely
Time management, payroll reports and daily KPI’s
Monitor Medalia, monthly guest experience reporting, making sure to respond and follow up in a timely fashion