Assistant Manager, Guest Experience

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.

GENERAL RESPONSIBILITY

Reporting to the Guest Experience Manager, the Assistant Guest Experience Manager is responsible for supporting the day-to-day operation of Guest Experience across both the Base and Summit Terminals. This includes guest arrivals and departures, ticketing, group operations, cash control, queue management, summit guest services, programming and overall guest experience.

• Lead, support and coach the Guest Experience teams across both terminals, ensuring consistent service, communication and operational standards throughout the entire guest journey.
• Provide visible leadership in both terminals, regularly adjusting priorities and leadership coverage based on guest volumes and operational needs.
• Ensure every member of the Guest Experience team delivers upbeat, professional and efficient hospitality.
• Oversee the arrival and departure experience, including queue and lift-line management, guest flow, accessibility, cleanliness, safety and communication.
• Support the daily operation of the Front Desk, Ticket Booth, Group Desk, Cash Control Office, boarding areas and Summit guest-facing spaces.
• Recruit, onboard, train, schedule, coach and develop Guest Experience colleagues working across both terminals
• Coordinate colleague schedules, breaks, training and daily deployment to provide effective coverage throughout the guest experience.
• Ensure colleagues have the knowledge, tools and resources required to confidently assist guests and deliver a high-quality experience.
• Champion the sale of Gondola packages, Pursuit Passes and other Pursuit products and experiences.
• Support revenue growth by providing ongoing sales training, coaching and product knowledge.
• Ensure colleagues follow grooming and uniform standards and consistently conduct themselves in a professional manner.
• Support the effective operation of ticketing, point-of-sale, scanning and other Guest Experience technology, arranging troubleshooting or repairs when needed.
• Maintain cash security by ensuring all cash-handling policies and procedures are consistently followed.
• Support the daily reconciliation of cash reports and ensure any required corrections or adjustments are completed accurately.
• Work closely with all Banff Gondola departments, including Lifts, Food & Beverage, Retail, Photos, Programming, Interpretation, Maintenance and Building & Grounds, to deliver a seamless guest experience.
• Maintain positive working relationships with tour operators, suppliers and internal and external partners.
• Monitor and maintain the cleanliness, presentation and organization of guest-facing areas in both terminals.
• Lead guest communication and respond to concerns with professionalism, empathy and sound judgment.
• Maintain high standards of safety, hospitality and operational readiness throughout both terminals.
• Remain calm and positive during periods of high guest volume, operational disruption or unusual events, providing clear direction and helping the team maintain service standards.
• Communicate operational observations, emerging concerns and improvement opportunities to the Guest Experience Manager and other department leaders.
• Support seasonal programs, special events, interpretive experiences and guest engagement initiatives.
• Act in place of the Guest Experience Manager when required and assist with departmental planning, performance management and operational decision-making.

SE L ECTION CRITERIA

• Proven leadership skills and a genuine passion for coaching, supporting and developing colleagues.
• A strong commitment to hospitality and guest-service excellence.
• A minimum of two to three years of supervisory or management experience, preferably in tourism, attractions, hospitality or a high-volume guest environment.
• A self-starter who takes initiative, demonstrates sound judgment and leads by example.
• Strong written and verbal communication skills.
• Highly organized, with excellent attention to detail and the ability to manage competing priorities.
• Ability to thrive in a fast-paced, high-energy and constantly changing environment.
• Comfortable moving regularly between the Base and Summit Terminals and leading teams in both indoor and outdoor environments.
• Strong computer skills and the ability to learn ticketing, point-of-sale, scheduling and operational systems.
• Ability to work a flexible schedule, including mornings, evenings, weekends and holidays.
• Physical demands include frequent use of hands, repetitive movements, speaking, sitting or standing for extended periods, walking between work areas, bending and twisting, working outdoors, and lifting, pushing or pulling up to 50 pounds.
• A second language is considered an asset.
• First Aid certification and health and safety experience are considered assets.
• To honour our commitment to being Always Honest, all employees must consent to a criminal record check.

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 ta@pursuitcollection.com.

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