Guest Experience Manager

Location CA-BC-Vancouver
Posted Date 3 weeks ago(03/03/2018 11:33 AM)
Job ID
# Positions
Human Resources
FlyOver Canada


We wake every day to greet glaciers, mountain peaks and turquoise lakes. At Pursuit, we live the dream. We’re united by an intrinsic love of exploring that can’t be confined by physical borders. Together, Pursuit team members and guests create inspiring memories they’ll share with their friends and families for years to come. It’s all about sharing our amazing destinations. 

We have gathered a collection of adventure travel experiences, each of them thoughtfully united by their power to inspire and invigorate. As a brand, Pursuit weaves elements of wonder and amazement across our range of awe-inspiring experiences. 

  • Our Vision is to be the world’s leading provider of experiential adventure travel.
  • Our Mission is to connect guests and staff to iconic places through unforgettable, inspiring experiences.


  • The Guest Experience Manager (GEM) will be a key member of an extremely collaborative, innovative, entrepreneurial leadership team
  • Lead FlyOver Canada’s employee and guest experience by providing management and support to a team of up to 100 seasonal employees
  • In addition, the GEM will be responsible for driving the growth of our revenue operations, including food and beverage, and retail
  • Furthermore, the GEM will provide valuable support to the FOC leadership team, and will be a strong asset in developing our ongoing growth strategy, and instilling our first-class service culture
  • The GEM will report directly to the General Manager, and will work closely with our senior leadership team on a daily basis
  • Establish strong, connected and partner-like relationships with the GM & senior leadership team, based on deep cultural acumen and knowledge of the company’s talent, operating business, strategy, plans and performance
  • Anticipate key issues and informational needs and be prepared to discuss ongoing performance and key projects that will enhance shareholder value while making FOC better
  • Become deeply ingrained in the operations of FOC and be “internally invasive” in the words of the President
  • Assist the GM by providing quick feedback, guest and employee responses and the delivery of a strong FOC culture
  • Manage the Guest Experience team (guides and supervisors) experience and provide support and “anticipation management” that fosters an environment of proactive problem solving, accuracy and speed, alignment around our vision, mission, and values; improved communications and the attraction and retention of superior talent
  • Manage Revenue Operations – Retail, F&B, Souvenir Photos, and drive continued growth and creativity within these areas through close oversight of product mix, pricing, merchandising, and promotions
  • Ensuring that key reporting and operational procedures are constantly maintained, and that areas for development are improved upon, as needed
  • Actively manage, or be a business partner in, the complete employee life cycle including, but not limited to, recruitment, training, employee relations, scheduling, labor and budget management



  • An innovative and creative leader that inspires their team to achieve their best
  • Driven to seek out inventive ideas to drive growth and motivate our team to deliver an exceptional experience
  • 2+ years of experience managing a medium sized team of seasonal employees, ideally within the tourism / hospitality industry
  • Experience supporting the creation and delivery of a strong internal culture
  • Experience building relationships and working on teams across all levels of an organization, particularly with senior business leaders, line executives and other high- level professionals, and being able to interact effectively with decision-makers to drive speed and performance within the organization
  • Experience managing the subtlety of communication at the most senior level, with a specific skill set of diplomacy, discretion and confidentiality
  • Experience in effectively managing the complete employee life cycle, including recruitment, onboarding, training, ongoing performance management, reward and recognition, and terminations
  • Experience in the use of technology in the creation of presentations, reporting, briefing documents, business plans, etc.

Thank you for your interest in working with us, however, only those selected for an interview will be contacted.

EEO Information

Pursuit is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.


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