Brewster Pursuit Sightseeing Guest Experience Team Lead

Pursuit Collection
 
Banff, AB
$17.50 an hour - Seasonal, Full-time

Job details


Pay
$17.50 an hour
Job type
Seasonal
Full-time
Shift and schedule
On call
 
Benefits

Discounted or free food
 
Full job description
What will be your daily pursuit?:
Manage standards of service and performance at the Pursuit Adventure Centre located within the
Brewster Transportation Centre (depot), Lake Louise (seasonal), Transportation Logistics
Coordinators (“Bus Directors”) and Sightseeing Host team, leading by example, fostering a positive
working environment, ensuring all staff maintain up-to-date knowledge, follow consistent policies and
procedures, and ensure each guest receives an exceptional experience

This seasonal position is posted as part of our recruitment for spring/summer 2024.
Compensation:
The starting wage for this position is $17.50 per hour.
What perks can you expect?:
Work in a dynamic, culturally diverse team from around the globe
Work experience in an iconic, unforgettable, and inspiring location
Free access to Pursuit attractions for staff and family, send a friend at half the price!
Discounted hotel stays under Pursuit’s lodging offerings, and discounted food & beverage and retail experiences
The chance to work in an inclusive culture and make life-long friends
Access to subsidized mental health and wellness resources
Opportunities for career growth or future work at other Pursuit locations
Access to one of the world’s most beautiful and iconic National Parks
What will you do in this job?:
Works closely alongside the Guest Experience Manager (Brewster Transportation) and collaborates
with management and staff from other lines of business to deliver seamless and integrated service at
all locations, maintaining positive relationships across the board and ensuring efficient and effective
communication is shared.
Enforce policies and staff adherence. Perform coaching and subsequent coaching, retraining and
disciplinary procedures for team members as required.
Assist with the hiring and onboarding of new team members.
Is an active leader of on-site training for new staff members on all Brewster and Pursuit products and
services. Ensure that all staff maintain current product knowledge and provide a high level of customer
service standards.
Support, coach and ensure that each member of the seasonal transportation team (Brewster
Sightseeing Hosts, Adventure Experts, Bus Directors, Transportation Coordinators), provides upbeat
and professional guest experiences that go above and beyond our guests’ expectations.
Advocate for team members and provide regular feedback to other members of Transportation
leadership.
Coordinate with the Guest Experience Manager to ensure a smooth operation, problem solving on the
spot when required and report issues to management and relevant departments in a timely manner.
Serve as the escalation point for customer service issues, providing efficient and effective resolution
and subsequent follow up and reporting as required.
Lead by example and execute all work in a safe, professional manner in compliance with H&S and
Pursuit’s Always Honest Policy and with a positive attitude.
Work with team supervisor to ensure that all targets are being maintained; help with the
implementation of promotional items.
Work with team supervisor to ensure safe cash handling and oversee the daily reconciliation of cash
reports and applicable corrections and adjustments, including monitoring and balancing the change
float.
Ensure team has necessary supplies required to effectively perform their duties through placing orders
or communicating needs for supplies and material to relevant people.
Ensuring a positive team environment is established and that positive environment and morale is
maintained to the best of our ability with regular wellbeing check ins with team members, recognition
awards for team members, organizing team events and maintaining open lines of communication
between team members and wider management team.
Ensure that assigned locations are kept presentable – clean surfaces, tidy workspaces, up to date
marketing material displayed, well stocked retail inventory and visually appealing merchandise
fixtures.
Maintain and update reference guides, scripts, SOPs and other training manuals and materials.
Responsible for ensuring all staff understand Pursuit’s values and the Brewster and Pursuit Adventure
Centre brands.
Maintain operations within budgeted labour to revenue targets.
Expected to work a variety of shifts, including Adventure Expert, Logistics Coordinator and at the Lake
Louise desk, as required.
Maintain a physical presence in all operating locations as required, including Lake Louise, Jasper, and
Calgary
Actively recognize areas for improvement and offer creative solutions and innovations and actively
participate in driving and implementing positive changes.
Actively participate in additional training courses offered.
What skills and experience do you need for this job?:
Strong customer focus providing friendly, professional, and efficient service.
Passion for employee and guest safety.
Effective problem solving and critical thinking skills.
Demonstrate high levels of positive energy and a willingness to take on new challenges.
Attention to detail and good communication and listening skills.
Excellent organizational and multi-tasking skills.
Provide regular feedback / updates on current in-house developments in department meetings and sit
downs.
Recognize achievements through innovative ways of rewarding staff, aside from Peak Awards.
Visit other operating locations and have a comprehensive understanding of their day-to-day
operations.
Conduct appraisals of Brewster products and implement new practices where needed.
Scheduling support as required.
Scheduled for on-call support as required.
Physical demands include constant use of hands, repetitive actions and speaking, sitting/standing for
long periods of time, frequent bending/twisting, working outdoors, and may lift, push, and pull up to
50 lbs.
Ability to motivate and lead a team of up to 40 people.
Ability to work independently with minimal supervision as required.
What will your work environment be like?:
Beautiful. You’ll work in an iconic, unforgettable and inspiring locations. You’ll see amazing scenery and wildlife. You’ll participate in team events – and fun!
Independent. You’ll spend your days in and around our amazing properties.
Remote. Our home is filled with trees, lakes and blue-bird skies; rather than buildings, freeways and smog.
Busy. You need to be prepared for a physical working environment with walking, stair climbing, bending, reaching, lifting (up to 50 pounds with assistance) required
This job description describes this role at a high level, but no document can anticipate every single task, issue or project that could come up. We work as a team and believe that we succeed together – these job duties may change based on the needs of the team and company as a whole.

To handle this job successfully, any person hired must be able to perform responsibilities as described. Pursuit will make any reasonable accommodation to help a person with disabilities perform their job. This job is based in Alberta, Canada. Relocation to the area and the legal ability to work in Canada is required.
Equal Employment Opportunity 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 values diverse backgrounds and experience and we welcome all who are eligible to work in Canada to apply! We thank all candidates for their interest, however, please note that only applicants selected for further consideration will be contacted. If selected for an interview, please advise us if you require an accommodation.