VIAD

  • Guest Experience Coordinator

    Job Locations CA-AB-Banff
    Job Post Information* : Posted Date 7 days ago(07/10/2018 11:42 AM)
    Job ID # (iCIMS)
    2018-11033
    # of Openings
    1
    Job Posting Categories
    Guest Room Operations
  • 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. 

    Responsibilities

    Working closely with the General Manager of Lodging this role will ensure the brand standards for Pursuit and the Hospitality division are upheld and implemented across properties including creating standard operating procedures. The Coordinator will work with senior hotel management to raising guest service levels, creating organizational efficiencies and assisting in transforming the corporate culture.  Additionally they will responsible for developing and executing engaging programming with the properties.

     

    Responsibilities will include;

    • Coach and provide support to any new frontline staff that are hired to ensure consistency and continuity in service standards
    • Work with existing frontline staff on an on-going basis to make sure job specific service and brand standards are being upheld
    • Provide frontline staff with tools to handle guest concerns and complaints in a consistent manor
    • Follow-up with past guests, VIP’s and returning guests to communicate name and brand changes
    • Monitor and ensure that preventative maintenance schedule is being followed
    • Work with both Housekeeping and Maintenance departments to address all property deficiencies to increase the level of quality and guest experience
    • Review and update training manuals and H&S procedures for new hires for Room Attendants, Houseman, Maintenance, Front Desk Agents, Bellman, Front Desk Supervisors and Housekeeping Supervisors
    • Work with senior Management to develop engaging programming that fits in with the Pursuit brand

    Qualifications

    The ideal candidate will possess the following knowledge, skills and abilities:

    • Establish a higher level of guest satisfaction, which in turn would result in higher review scores
    • Create a positive corporate culture resulting in lower turnover, higher job satisfaction and make the properties an employer of choice for job seekers
    • Institute a higher level of standards to create a sense of pride in employees
    • Have consistent service and SOP’s at all properties
    • Create brand loyalty with past, current and future guests
    • Have a proactive approach in dealing with name and brand change as well as dealing with hotel deficiencies and potential guest concerns
    • Have a confident, well-trained staff with a knowledge transfer system in place
    • To honour our commitment to be “Always Honest” all employees must consent to a criminal record check

    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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