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.

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.

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

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.

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

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.

• 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

• Minimum 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…