Guest Experience Supervisor, Brewster Transportation

Pursuit Collection•Banff, AB

69d•Hybrid

About The Position

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.

Requirements

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.
Consent to a criminal record check

Nice To Haves

First Aid Certification
Multilingualism
Class 4 Driver's License (or higher)

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