Hotel Manager, Glacier View Lodge

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

• Access to one of the world’s most beautiful and iconic National Parks
• Access to subsidized mental health and wellness resources
• Free access to Pursuit attractions for staff and family, send a friend at half the price!
• The chance to work in an inclusive culture and make life-long friends
• Work in a dynamic, culturally diverse team from around the globe
• Opportunities for career growth or future work at other Pursuit locations
• Work experience in an iconic, unforgettable, and inspiring location
• Discounted hotel stays under Pursuit’s lodging offerings, and discounted food & beverage and retail experiences

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 “on the floor” 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.

• Manage daily scheduling, training, Interpretive assessments and employee performance management
• Experience in hotel management, housekeeping, or rooms division manager role an asset
• Provide direct support to hotel employees throughout the daily operations
• Guest service-oriented mindset and a passion for delivering memorable experiences
• To honour our commitment to be “Always Honest” all employees must consent to a criminal record check
• Other duties as assigned
• Computer proficient – sound MS Word, Excel and email ability
• Ensure that daily labor management reflect forecasted/ current business levels
• Boutique Hotel Experience – less than 50 rooms an asset
• Post-secondary education or 2 years management/supervisory experience with proven ability to manage and direct a large team
• Conduct business with Guests, Staff and Suppliers with uncompromising integrity meeting our “Always Honest” core values.
• 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.
• Ensure that the hotel team are organized daily to forecasted business levels and prepared to meet and exceed Guest expectations.
• Ability to think on the fly and outside the box to solve problems with a positive attitude
• 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.
• Show initiative in handling routine matters and quick, thoughtful judgment in all situations.
• Complete knowledge of our operational safety practices and procedures in regard to guest and employee safety and ensuring these are met accordingly.
• Excellent wine and food knowledge
• Must meet the Organization grooming and appearance standards
• Ensure payroll is completed daily and submitted on time for all payroll periods
• Helps their team understand their role in achieving our business strategy that motivates staff to excel.
• Document all incidents as to Pursuit and Columbia icefield standard operating procedures and report these to Columbia Icefield Sr. Management
• 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 that all information and procedural changes are communicated in a timely manner, by communicating any changes before they happen.
• Flexible (ability to work varying hours/days as business needs dictate)
• Ensures that the housekeeping team delivers on room readiness by check in time
• 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
• 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.
• 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
• Employee Training experience to include, Point of sales, customer service and operational skills
• Beautiful. You’ll work in iconic, unforgettable and inspiring locations. You’ll see amazing scenery and wildlife. You’ll participate in team events – and fun!
• 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.
• Confirming through room checks that rooms are set according to our standard, and ready for our guests
• Contribute to developing and maintaining a high energy, service focused and animated team
• Must have Serve Pro certificate (Licensee)
• 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
• Independent. You’ll spend your days in and around National Parks
• 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!
• Knowledge and experience with Maestro, Micros and RTP point of sale system an asset
• Enjoy working with a team in a busy, fast-paced environment
• Alberta Class 5 License (with interest in upgrading to an Alberta Class 4 License), an asset
• 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
• Mature, energetic, dependable and self-motivated
• Ability to develop and execute programs that have a direct effect on the guest experience
• Follow-up with guest service issues and service recovery solutions in a timely manner, providing service coaching as needed
• Develops and maintains welcoming experiences at our guest touch points Front Desk, arrival/parking lot attendants etc. that enhances the stay of our guests
• Strong organizational and communication skills
• Conduct employee reviews actively seek opportunities to recognize staff on “doing it right” and assist in the creation and adoption of employee recognition program or events.
• Organize and conduct regular departmental meetings for all frontline staff and one on one meetings with Supervisor and Lead hands
• 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.
• Leadership experience to include Payroll, scheduling, employee recognition, and progressive discipline
• 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.
• Ensure that all service expectations, standards and qualities are being met and exceeded on a continual basis, providing employee coaching and direction as required.
• Hands-on work experience directly managing and a small, diverse, focused working team

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.

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.