Guest Experience Supervisor

Job Description

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.

Join a passionate team that brings the Rockies to life as our newest Guest Experience Supervisor. This role is a hands-on, people-first leadership position that ensures the smooth, safe, and high-quality operation of our transportation services; Brewster Sightseeing, Brewster Express and Open Top Touring. This role is perfect for someone who thrives in fast-paced, dynamic operations, enjoys supporting a diverse team in bringing their best, and takes pride in creating unforgettable experiences for guests and team members alike.

Team Leadership

Recruit, train, coach, and support our Guest Experience team to deliver consistent, professional, engaging hospitality.

Foster a positive, inclusive team culture through mentorship, recognition, feedback, and regular team engagement initiatives.

Develop and maintain training, SOPs, reference materials, safety content, and operational manuals.

Maintain strong frontline visibility and step into frontline roles when needed.

Operational Coordination

Oversee daily operations across Banff, Jasper, Lake Louise, Calgary, ensuring smooth, safe, and consistent service.

Create and manage schedules, assignments, and labour planning based on business needs.

Collaborate closely with the wider team and external partners to support smooth operations, maintaining open communication channels and ensuring timely sharing of updates, expectations, and results.

Identify operational and service improvements and help implement positive change.

Guest Experience & Service Recovery

Serve as a key point of contact for staff, leadership, partners, and guests.

Ensure all hospitality standards and safety protocols are met or exceeded.

Respond to guest concerns promptly and act as the escalation point for complex issues.

Gather and apply feedback from guests, and team members to continuously improve experiences.

Other Duties

Maintain clean, organized operational areas and ensure staff presentation standards.

Represent Pursuit professionally in all communications.

Perform other duties as required to support the team and overall operation.

Oversee safe cash handling practices, reconciliations, floats, and POS accuracy.

Other duties as assigned.

Ensure compliance with Health & Safety standards, cash-handling policies, and Pursuit’s Always Honest Policy.

Support company vision, strategy, sustainability priorities, and brand values through daily leadership.

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, Vancouver, Reykjavík, Costa Rica, Las Vegas, and Chicago.

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  ta@pursuitcollection.com.

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