Assistant Guest Experience Manager, Jasper Skytram

Your daily Pursuit is leading a team of Guest Experience Supervisors and Guest Experience Agents, all dedicated to delivering exceptional guest experiences. You will oversee operations, develop and support your team, ensure clear communication, and fostering a welcoming safe and enjoyable environment for all guests.

The starting salary for this position is dependent on experience.

This is full-time, regular position beginning immediately.

• 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.

• Reporting to the General Manager, the Assistant Guest Experience Manager will be responsible for managing the day-to-day operations of the guest experience team including including station allocation, cash till assignments, and task delegation at the Jasper SkyTram.
• Support, coach and ensure that each member of the Guest Experience Team provides upbeat and professional hospitality that ensures efficiency and a positive guest experience.
• Handle complex guest inquiries, complaints, and escalations through email, phone, and in-person interactions, ensuring professionalism and timely resolutions.
• Supervise the use of point-of-sale systems and scheduling tools, such as SkyTram flight scheduling, to guarantee seamless operations and reduce wait times.
• Take an active role in the onboarding, training, and professional development of Guest Services Agents to ensure team efficiency and compliance with procedures.
• Foster collaboration with lift operators, ticket sales, group sales, and travel agents to deliver a cohesive and consistent guest experience.
• Manage cash handling procedures, including monitoring transactions, assisting with cash outs, preparing deposits, and supporting financial reporting efforts.
• Review and validate operational and financial reports, ensuring accuracy and readiness for senior management.
• Promptly address guest complaints and operational challenges, escalating issues to senior management when necessary to ensure smooth resolutions.
• Support client and partner account management by ensuring accurate documentation, communication, and resolution of financial transactions.
• Monitor guest feedback and service performance, identifying improvement opportunities and implementing strategies to enhance overall guest experience.

• A minimum of two-three years supervisory/management experience with proven ability to manage a large team, including experience in payroll, scheduling, recognition, and progressive discipline
• Must be comfortable working with heights, as the role involves working both at the base and summit stations of the SkyTram
• Employee training experience including POS, customer service and operational skills
• Strong organizational skills and ability to thrive in a fast-paced environment
• Strong customer focus providing friendly, professional and efficient service
• Effective problem solving and critical thinking skills
• Demonstrate high levels of positive energy and a willingness to take on new challenges
• Strong communication and listening skills with local and international guests and staff, second language skills highly advantageous
• Accuracy and efficiency in handling large cash/card transactions under fast-paced and busy conditions and experience with cash reconciliation
• Passion for employee and guest safety
• Proficient in MS Office (Word, PowerPoint and Excel required)
• First Aid Training an asset
• Meet and set a strong example for Pursuit grooming standards
• Valid driver’s license (Class 4 Alberta driver’s license is an asset)
• Physical demands including 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