Training Manager, Hospitality (Maternity Leave Coverage)

Pursuit Collection•Banff, AB

6d•Hybrid

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. Lead how hospitality is developed, delivered, and sustained across Pursuit’s global portfolio of iconic destinations. This role is responsible for shaping how hospitality is learned and embedded across Pursuit. As Training Manager, you will design and lead the systems that build capability across our teams while ensuring our people are equipped to consistently deliver exceptional guest experiences at scale. This is a highly cross-functional role, partnering closely with Operations, Brand, QA, and People teams to connect training, leadership, and execution in a way that shows up meaningfully in the guest experience. This role is a maternity leave coverage role with potential and possibility of continued employment by mutual agreement upon conclusion of initial term.

Requirements

Experience in hospitality training or a related field.
Ability to design and implement training programs.
Strong understanding of hospitality service standards and guest experience principles.
Experience in leadership development and coaching.
Ability to build scalable and consistent training programs.
Knowledge of SOPs, QA insights, and brand standards.
Proficiency in translating company values into actionable training.
Experience in workforce readiness and operational performance support.
Skills in facilitating training sessions and leadership development.
Ability to conduct field visits for coaching and observation.
Experience in identifying performance gaps and designing targeted solutions.
Strong collaboration and alignment skills across different teams.
Experience in defining and tracking training effectiveness metrics.
Familiarity with various learning tools and training approaches, including digital learning.

Responsibilities

Own and evolve Pursuit’s hospitality training approach across all lines of business while ensuring consistency in how service standards, brand expectations, and guest experience principles are understood and delivered.
Design and manage the full training journey, from onboarding through to role-specific development and leadership capability, creating clear, structured pathways across the organization.
Equip leaders with the tools, confidence, and accountability to coach their teams, reinforce standards, and build high-performing, guest-focused cultures.
Build scalable programs that balance consistency with local authenticity, enabling teams across geographies to deliver hospitality in a way that reflects both brand and place.
Ensure training is fully aligned with SOPs, QA insights, brand standards, and operational priorities, bridging the gap between expectations and execution.
Translate Pursuit’s CARE framework, values, and “Go Beyond” philosophy into practical, actionable training experiences.
Support seasonal ramp-up, workforce readiness, and peak operational performance.
Facilitate key training initiatives and leadership sessions across the portfolio.
Conduct field visits to coach leaders, observe execution, and strengthen adoption.
Identify performance gaps using QA insights, guest feedback, engagement data, and operational trends, and design targeted training solutions.
Drive alignment across Operations, Brand, QA, and People teams to ensure hospitality is embedded as a daily discipline.
Define and track training effectiveness through metrics tied to guest experience, QA performance, engagement, and operational outcomes.
Leverage learning tools and evolving training approaches (e.g., digital learning, in-season reinforcement) to improve accessibility, scalability, and effectiveness.