Hospitality Excellence Specialist

Pursuit Collection•Columbia Falls, MT

12d•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. Help define and scale world-class hospitality across a global portfolio of iconic destinations while shaping how millions of guests experience Pursuit each year. Why This Role is Different This isn’t a traditional quality assurance role. You won’t simply inspect experiences you’ll help operationalize, sustain, and evolve the hospitality standards that define the Pursuit guest experience across our global portfolio Sitting within Pursuit’s Hospitality Training Centre of Expertise, this role is responsible for ensuring our hospitality programs, standards, and service expectations are consistently executed across Attractions, Lodging, Food & Beverage, Transportation, and Retail operations. You’ll serve as a key connector between hospitality training, operational execution, standards compliance, and field accountability — helping ensure teams across the enterprise consistently deliver the Pursuit hospitality experience at scale. This role combines program governance, standards validation, operational partnership, reporting, and continuous improvement in support of Pursuit’s Vision 2030 growth ambitions.

Requirements

4–6+ years of experience in hospitality operations, operational excellence, standards management, training compliance, or multi-site program execution
Experience supporting consistency and operational execution across multi-site or complex hospitality environments
Strong ability to evaluate operational execution against defined standards and identify improvement opportunities
Experience working with operational reporting, compliance tracking, audits, assessments, or standards validation programs
Strong analytical and organizational skills with the ability to translate findings into actionable recommendations
Ability to influence and build alignment across teams and regions without direct authority
Comfort operating in dynamic, fast-paced environments with multiple stakeholders and priorities
Based at a Pursuit office (Banff, Jasper, Calgary, Columbia Falls, or Anchorage)
Must be legally eligible to work and live without restriction or time bound expiration in one of these locations
Willingness and flexibility to travel across global destinations (Canada, U.S., Iceland, Costa Rica)
Valid driver’s license

Responsibilities

Support the execution, consistency, and continuous improvement of Pursuit’s enterprise hospitality standards and service programs across global operations
Track, assess, and report on operational adherence to hospitality standards, training expectations, and guest experience commitments
Partner with operational leaders to ensure hospitality programs are embedded into day-to-day execution across diverse business lines and destinations
Translate operational assessments, compliance findings, and hospitality program data into actionable insights and improvement opportunities
Help build visibility, consistency, accountability, and continuous improvement across operations
Conduct operational hospitality standards reviews across Attractions, Lodging, F&B, Transportation, and Retail operations
Assess adherence to enterprise hospitality standards, service expectations, and hospitality training programs
Identify operational gaps, execution inconsistencies, and opportunities to strengthen hospitality delivery
Track and report on standards compliance, program participation, and operational performance trends
Support the continuous evolution and refinement of hospitality standards, tools, and execution frameworks
Own and optimize hospitality standards platforms and tracking tools (e.g., Xenia)
Develop and execute a global hospitality standards review roadmap aligned with operational priorities
Provide operational leaders with clear reporting, insights, and recommendations that support continuous improvement