Hospitality Excellence Specialist

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.

Help define and scale world-class hospitality across a global portfolio of iconic destinations while shaping how millions of guests experience Pursuit each year.

Why This Role is Different

Reporting to the Senior Manager, Operational Excellence and sitting within Pursuit's Hospitality Training Centre of Expertise, this highly field-oriented role combines operational assessments, guidance on best practices, training, ongoing support, and continuous improvement of standards, processes, and systems. Working closely with operational leaders and frontline teams, you'll help ensure Pursuit's hospitality expectations are consistently understood, applied, measured, and elevated across the enterprise.

If you are passionate about partnering with teams to identify opportunities for improvement, build capability, and create exceptional guest experiences, this role offers a unique opportunity to make a meaningful impact across multiple destinations in support of Pursuit's Vision 2030.

ROLE & RESPONSIBILITIES

Hospitality Standards & Program Execution

Support the execution, consistency, and continuous improvement of Pursuit's enterprise hospitality standards,nd service expectations and quality standards

Training & Capability Building

Support the development and delivery of best-in-class training resources, including standard operating procedures (SOPs), micro-learning tools, and train-the-trainer programs that strengthen frontline capability and leadership alignment with strategic priorities.

Operational Field Support

Support leaders and teams in their operations to identify, clarify, and reinforce hospitality expectations while sharing opportunities to improve consistent execution in dynamic environments.

Insights that Drive Action

Analyze operational assessment results and hospitality program data, identify trends, and refine quality assurance operating systems to support leaders in developing actionable improvement plans that are practical, impactful, and scalable.

DUTIES & DELIVERABLES

• Conduct hospitality standards audits and operational assessments across Attractions, Lodging, Food & Beverage, Transportation, and Retail operations
• Evaluate the practicality, impact, and scalability of hospitality standards, service expectations, and training programs
• Identify and report on execution gaps, inconsistencies, and opportunities to improve guest and team member experiences
• Track, analyze, and report on hospitality program adoption, operational performance trends, and training effectiveness using enterprise platforms and key performance metrics
• Prepare action plans that address assessment findings and strengthen operational execution
• Maintain and continuously improve hospitality standards platforms and tracking tools, including Xenia
• Develop and maintain SOPs, templates, and "what good looks like" resources that support consistent execution across the enterprise
• Assist with the development of training resources that support leaders and frontline teams in consistently delivering unforgettable hospitality
• Deliver train-the-trainer sessions, virtual training, and field support to operational teams

REQUIRED SKILLS, QUALIFICATIONS & EXPERIENCE

• Minimim 3 years of experience in hospitality operations, attractions, tourism, retail operations, training, quality assurance, operational excellence, or multi-site program support
• Strong facilitation, coaching, communication, and relationship-building skills
• Highly organized, analytical, and able to thrive in a fast-paced environment
• Comfortable working independently while collaborating effectively with teams and stakeholders
• Post-secondary education in Hospitality, Tourism, Business, Operations, or a related field, or an equivalent combination of education and experience preferred
• Experience working across multiple locations or business units to support consistency and operational improvement preferred
• Experience analyzing operational performance data and translating findings into practical improvement opportunities preferred
• Experience developing or supporting SOPs, training programs, quality assurance initiatives, or operational standards preferred

ADDITIONAL REQUIREMENTS

• Based at a Pursuit office (Banff, Jasper, Calgary, Columbia Falls, or Anchorage)
• Must be legally eligible to work and live without restriction or time bound expiration in one of these locations
• Enthusiastic to travel across all Pursuit destinations including Canada, United Stats, Iceland and, Costa Rica
• Must hold a Valid driver's license
• Must have ability to travel to internationally without restriction

JOIN THE JOURNEY

This is a high-impact, enterprise-level role with the opportunity to help shape the future of hospitality at Pursuit.

If you're driven by excellence, passionate about guest experience, and excited to make a meaningful impact at scale-we'd love to hear from you.

#LI-KO1

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 View email address on click.appcast.io.


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