Guest Experience Manager, Pursuit Jasper

This is a management role reporting to the Director of Operations, Jasper Lodging.  As the Manager of Guest Experience you will oversee the day-to-day evening operations of our 7 hotels across Jasper.  This role is key to providing support to our line staff, encouraging them to go beyond in creating memorable experiences, and fostering a culture of “can do” attitudes.  If you have a passion for hospitality along with leadership skills to drive engagement with our teams; this opportunity is for you.

• Lead, mentor and motivate staff across departments to embrace Hospitality Standards and inspire lasting memories for our guests.
• Collaborate with hotel & restaurant managers in reviewing and refining operational procedures to empower our team to resolve issues efficiently and effectively.
• Monitor guest feedback, respond appropriately and work with LOB supervisory team to assist in timely replies.
• Identify opportunities to refine and implement best-in-class hospitality and service standards.
• Maintain a high level of standard throughout the properties with a focus on cleanliness, presentation, welcome experience and operational efficiencies.
• Handle guest complaints to avoid negative impacts to the team or guest experience.
• Be a champion of Health and Safety and ensure proper protocols are followed with any incidents or safety concerns
• Collaborate with our attraction partners to assist guests with a seamless visit to Jasper Nation Park.
• Monthly reporting on guest surveys, satisfaction and action plans to drive guest engagement scores.