Guest Experience Manager

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.

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.

GENERAL RESPONSIBILITY:

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 Hospitality and Guest Experience Manager, the Guest Experience Manager is a leadership role at the Golden Skybridge. This role is responsible for arrivals, ticketing, guest services, and interpretive teams. Success will be measured on guest experience (NPS), employee engagement (EES), leadership development, financial management, and commitment to place.  This is a year round, full time position.

• Define what unique and memorable experiences look like for Guest Experience 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 while contribute to the greater experience
• Take ownership of cleanliness, ticketing, and guest experience
• 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
• Hire and Train supervisors and greater team
• 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 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 Medalia, monthly guest experience reporting, making sure to respond and follow up in a timely fashion

SELECTION CRITERIA:

• Leadership - ability to develop and articulate vision, drive change, own goals, stay organized, strengthening culture, train, coach and modeling desired behaviors
• 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
• Ventrata, 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

#LI-KO1

About Us:

We're more than a hospitality and attractions company. We connect people to iconic places through unforgettable and inspiring experiences; Our team members included.  

Thoughtfully united by their unique power to inspire and invigorate, our collection of hotels and lodges, recreational attractions, ground transportation services, retail, food and beverage, sightseeing, tours, and travel products are tied together by iconic, destination-worthy locations in Alaska, Montana, the Canadian Rockies, Reykjavík and Costa Rica.

Pursuit is a publicly traded company listed on the New York Stock Exchange under the symbol PRSU. As a member of the S&P SmallCap 600 index, we specialize in attractions-led hospitality, consistently generating revenue and delivering value to our shareholders.

What will your work environment be like?

At Pursuit, our locations are more than just a place to work – it’s a space where you can bring your whole self, collaborate with talented teams across departments, and build lasting friendships. We believe in fostering an environment where work and play coexist, so whether you’re tackling projects or enjoying our many perks, you’ll feel supported and valued. With a variety of great benefits, we’re committed to ensuring that your time with us is as fulfilling as it is fun.

Our team shares a passion for adventure and an authentic desire to play host to the world. We are united by our connection to the people and places we’re lucky to call home. Our workforce is diverse. Our team members come here to embrace the extraordinary. To watch the sunrise and set each day in a place that, for many people, exists only in their imagination. To build career experience beside seasoned professionals a community of people who say ‘yes’ to adventure time and time again. To be a part of the #PursuitLife and live each day with purpose, turning moments into memories

PURSUIT PERKS

• Join an inclusive, global team and make life-long connections

• Enjoy free access to Pursuit attractions and 50% off for friends

• Get discounts on hotel stays, dining, and retail

• Access subsidized mental health and wellness resources 

Equal Employment Opportunities Information

Pursuit is an Equal Opportunity Employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, gender, sexual orientation, disability, veteran status, and other protected characteristics. Pursuit places a high value on diverse backgrounds and experiences, recognizing that they serve as catalysts for creativity and innovation. We encourage individuals who are eligible to work in the country where the role is located to apply and join our inclusive team! We are working to eliminate barriers for applicants and team members from equity-deserving groups. If you can’t apply online or need accommodation during the application or hiring process, please contact our Talent & Acquisition Team at [email protected].  

We thank all candidates for their interest; however, please note that only applicants selected for further consideration will be contacted directly.