• Banff Gondola, Guest Experience Manager

    Job Locations CA-AB-Banff
    Job Post Information* : Posted Date 1 week ago(04/15/2018 9:39 AM)
    Job ID # (iCIMS)
    # of Openings
    Job Posting Categories
    Front Office/Guest Services
  • Overview

    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 Assistant General Manager, the Guest Experience Manager is a senior leadership role at the Banff Gondola. This role is responsible for arrivals, ticketing, Explore Rockies, upper terminal guest services, custodial and interpretive teams. Success will be measured on guest experience, employee engagement, leadership development, financial management, and commitment to place.



    • Define what unique and memorable experiences look like for each reporting 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 in reporting departments while contribute to the greater gondola experience
    • Take ownership of cleanliness, guest experience, and department maintenance
    • 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
    • Ensure both Upper and Lower Terminal Teams are working together
    • Hire and Train Assistant Guest Experience Managers
    • 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 Gondola 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 TripAdvisor, monthly guest experience reporting, Revinate and Ticket Agent reporting, making sure to respond in a timely fashion and follow up


    • Leadership - ability to develop and articulate vision, drive change, own goals, stay organized, strengthening culture, train, coach and modeling desired behaviours
    • 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
    • Accounting experience an asset
    • Ability to perform in a fast paced environment
    • Computer literate with adequate knowledge in Microsoft Office programs
    • RTP experience and second language an asset
    • Undergraduate degree is an asset
    • To honour our commitment to be “Always Honest” all employees must consent to a criminal record check

    Thank you for your interest in working with us, however, only those selected for an interview will be contacted. 

    EEO Information

    Pursuit is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.


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