Job Description

What will be your daily pursuit?

Leading our amazing Glacier View Lodge team to ensure our guests have the most welcoming and refreshing stay possible!

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\xe2\x80\x99s 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\xe2\x80\x99s most beautiful and iconic National Parks

What will you do in this job?

This role will directly oversee the daily operations of the Glacier View Lodge (Front desk, housekeeping, and host program). The Hotel Manager will ensure a memorable and positive experience for our Guests and Staff through implementing and delivering the Standard operating policies and procedures as they relate to our Service, operational, safety and employee engagement standards and practices. With 32 rooms in our small hotel, we are looking to deliver a premium-boutique experience that is paired with attractions, food and beverage, as well as scheduled programmed experiences to offer a fully immersive and focused experience.

The Hotel Manager will report directly to the Director of Hospitality. This position will act as the \xe2\x80\x9con the floor\xe2\x80\x9d daily leadership for the Hotel Team, ensuring delivery on key performance areas. Accompanying this responsibility will be a focus on Operational Excellence, employee recruitment, communication, training and development, setting service standards and consistencies, as well as the further development of our sales/service culture. Attention to detail/effective communication skills are a must, but a passion for making a difference for each guest and employee is the most important aspect of this position.

• To be an active member of the Columbia Icefield Management team, supporting peers & continually working at building a cohesive team which works together effectively and efficiently.
• Conduct business with Guests, Staff and Suppliers with uncompromising integrity meeting our \xe2\x80\x9cAlways Honest\xe2\x80\x9d core values.
• Contribute to developing and maintaining a high energy, service focused and animated team
• Ensure that all service expectations, standards and qualities are being met and exceeded on a continual basis, providing employee coaching and direction as required.
• Helps their team understand their role in achieving our business strategy that motivates staff to excel.
• Coordinate and oversee the needed training and professional development of all Glacier View Lodge employees to ensure they are confident and fully trained on all job specific and company requirements.
• Ensures that the housekeeping team delivers on room readiness by check in time
• Develops and maintains welcoming experiences at our guest touch points: Front Desk, arrival/parking lot attendants etc. that enhances the stay of our guests
• Confirming through room checks that rooms are set according to our standard, and ready for our guests
• Works with Revenue Management teams to ensure that room rates reflect levels of business to maximize revenue and profit over the course of the operating season
• Conduct employee reviews: actively seek opportunities to recognize staff on \xe2\x80\x9cdoing it right\xe2\x80\x9d and assist in the creation and adoption of employee recognition program or events.
• Follow-up with guest service issues and service recovery solutions in a timely manner, providing service coaching as needed
• Ensure that all information and procedural changes are communicated in a timely manner, by communicating any changes before they happen.
• Provide direct support to hotel employees throughout the daily operations
• Manage daily scheduling, training, Interpretive assessments and employee performance management
• Organize and conduct regular departmental meetings for all frontline staff and one on one meetings with Supervisor and Lead hands
• Monitor Service metrics daily/weekly during the season, reacting and responding accordingly to address any issues and highlight/recognize service success amongst the hotel team.
• Ensure that valid and accurate statistics and business data are gathered to guide teams and team members to achieve established business goals. This includes, but is not limited to, milestone reports, operational reports key performance indicators, and ongoing performance survey reports such as Net Promoter Scores and Employee Engagement scores
• Show initiative in handling routine matters and quick, thoughtful judgment in all situations.
• To assist in developing annual business plans for the Glacier View Lodge operations with a focus on succession planning for Supervisory positions and lead hands.
• To meet the financial expectations set for your specific line of Business. Managing costs on a day to day basis to expected business levels, tracking and reporting on labour/expenses incurred.
• Ensure payroll is completed daily and submitted on time for all payroll periods
• Ensure that daily labor management reflect forecasted/ current business levels
• Ensure that the hotel team are organized daily to forecasted business levels and prepared to meet and exceed Guest expectations.
• Act accordingly to all emergency and safety protocols taking on a leadership role as required for any instances that arise. Ensure daily operations safety checks are being completed, documented and saved in electronic format.
• Complete knowledge of our operational safety practices and procedures in regard to guest and employee safety and ensuring these are met accordingly.
• Represent Pursuit BJC professionally in all communications relating to clients/guests, suppliers, products and co-workers; this includes personal meetings, telephone conversations, email, letters, etc.
• Document all incidents as to Pursuit and Columbia icefield standard operating procedures and report these to Columbia Icefield Sr. Management
• Other duties as assigned

What skills and experience do you need for this job?

• Organization and time management skills are a must, but a passion for making a difference for each guest and employee is the most important aspect of this position!
• Post-secondary education or 2 years management/supervisory experience with proven ability to manage and direct a large team
• Flexible (ability to work varying hours/days as business needs dictate)
• Experience in hotel management, housekeeping, or rooms division manager role an asset
• Boutique Hotel Experience \xe2\x80\x93 less than 50 rooms an asset
• Ability to develop and execute programs that have a direct effect on the guest experience
• Excellent wine and food knowledge
• Hands-on work experience directly managing and a small, diverse, focused working team
• Strong organizational and communication skills
• Leadership experience to include Payroll, scheduling, employee recognition, and progressive discipline
• Employee Training experience to include, Point of sales, customer service and operational skills
• Must have Serve Pro certificate (Licensee)
• Computer proficient \xe2\x80\x93 sound MS Word, Excel and email ability
• Guest service-oriented mindset and a passion for delivering memorable experiences
• Ability to think on the fly and outside the box to solve problems with a positive attitude
• Alberta Class 5 License (with interest in upgrading to an Alberta Class 4 License), an asset
• Knowledge and experience with Maestro, Micros and RTP point of sale system an asset
• Mature, energetic, dependable and self-motivated
• Enjoy working with a team in a busy, fast-paced environment
• Must meet the Organization grooming and appearance standards
• To honour our commitment to be \xe2\x80\x9cAlways Honest\xe2\x80\x9d all employees must consent to a criminal record check

What will your work environment be like?

• Beautiful. You\xe2\x80\x99ll work in iconic, unforgettable and inspiring locations. You\xe2\x80\x99ll see amazing scenery and wildlife. You\xe2\x80\x99ll participate in team events \xe2\x80\x93 and fun!
• Independent. You\xe2\x80\x99ll spend your days in and around National Parks
• Remote. Our home is filled with trees, lakes and blue-bird skies; rather than buildings, freeways and smog. Connect with friends around a bonfire instead of through WiFi
• 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 \xe2\x80\x93 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.

EEO 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.

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