Guest Experience Supervisor

Pursuit Collection•Banff, AB

1d•Onsite

About The Position

At the Banff Gondola, the Guest Experience Supervisor plays a key leadership role in delivering an exceptional guest experience. This involves supporting, coaching, and guiding frontline teams while ensuring a safe, welcoming, and professional environment for all guests. The role focuses on creating engaging and memorable guest experiences across all touchpoints, coaching and mentoring Guest Experience Agents, Programming, and Facilities Attendants to exceed expectations, and training new team members with ongoing feedback and development support. The supervisor coordinates daily operations, acts as the manager on duty for guest and cash handling security, and serves as the escalation point for guest concerns, resolving issues quickly and professionally. Maintaining high standards for cleanliness, appearance, safety, service quality, and environmental stewardship is crucial. The role also involves supporting financial performance by managing labor within targets, performing operational duties as required, participating in committees and continuous improvement initiatives, and fostering a positive, inclusive, and motivating team environment that supports engagement and sales goals.

Requirements

Proven leadership skills and a passion for coaching and developing employee skills.
Strong guest focus providing friendly, professional, and efficient hospitality.
Effective problem solving and critical thinking skills.
Demonstrate elevated levels of positive energy and a willingness to take on new challenges.
Ability to thrive and lead in a fast-paced environment.
Attention to detail, effective communication and listening skills with local and international guests and staff.
Solid knowledge of the products and services available in Banff and its surroundings
Accuracy and efficiency in handling large amounts of cash ($CAD and $US) and debit/credit transactions under fast-paced and busy conditions
Passion for employees and guest safety
Excellent organizational and multi-tasking skills
Proficiency in MS Office (Word, PowerPoint and Excel required)
Physical demands include constant use of hands, repetitive actions and speaking, sitting/standing for extended periods of time, frequent bending/twisting, working outdoors, and may lift, push, and pull up to 50 lbs.

Nice To Haves

Second language skills considered a strong asset.
First Aid Training an asset.

Responsibilities

Create and support an engaging, memorable guest experience across all Guest Experience touchpoints.
Coach, mentor, and support Guest Experience Agents, Programming, and Facilities Attendants, team members to consistently exceed guest expectations.
Train new team members and provide ongoing feedback, performance coaching, and development support.
Coordinate daily Guest Experience operations to ensure smooth service delivery and effective on-the-spot problem solving.
Act as the manager on duty, take charge of all guests and cash handling security for the Banff Gondola
Act as the escalation point for guest concerns, resolving issues quickly, professionally, and empathetically.
Serve as the escalation point for guest issues, handle guest concerns and react quickly and professionally.
Maintain high standards for cleanliness, appearance, safety, service quality, and environmental stewardship across guest-facing areas.
Support financial performance by managing labor within planned targets.
Perform Guest Experience Agent and Facilities Attendant duties as operationally required.
Actively participate in committees and contribute to continuous improvement initiatives.
Foster a positive, inclusive, and motivating team environment that supports engagement and sales goals.
Actively participate in committees.