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Job Description & How to Apply Below
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…
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