Columbia Icefield, General Manager – Jasper

  • Company:
    VIAD
  • Location:
  • Salary:
    negotiable / monthly
  • Job type:
    Full-Time
  • Posted:
    6 hours ago
  • Category:
    Business / Mgmt

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 ofadventure travel experiences, each of them thoughtfully united by their power to inspire and invigorate. As a brand, Pursuit weaves elements ofwonder and amazementacross 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 General Manager, Columbia Icefield will serve as a key member of an extremely collaborative, entrepreneurial senior management team within the Banff Jasper Collection by Pursuit.The GM will be responsible for operational growth and excellence as measured in terms of business growth/profitability, guest experience, employee engagement, Health & Safety and sustainability. The GM will be responsible for leading all operational teams at the Columbia Icefield. Leadership responsibility will include Guest Experience, Operations, award winning Lodging and Food and Beverage, Retail, Photo and Programming. GENERAL RESPONSIBILITY:Create, lead and ensure the delivery of strategic and tactical plans to grow the business as measured against Key Performance Indicators (KPI’s) that are monitored monthly and annually.Proactively manage budgets and forecasts to ensure delivery against KPI’s. Overseeing recruiting, training, performance development and engagement of team members.Meet weekly with the leadership team as a group and individual to ensure delivery of operational plans and professional growth.Actively monitor performance against KPI’s and make collaboratively make tactical adjustments as necessary.Create succession plans and grow talent accordingly.Ensure absolute clarity in goals and expectations across the organization while at the same time ensuring each leader and division takes accountability for outcomes.Weekly inspections of both the physical facility, guest experience and employee engagement to ensure consistency and continued improvement. Ensure this process is mirrored by division leaders and actions recorded and implemented accordingly.Monitor revenue pace and plan with operations and shared services accordingly for growth.Inspect guest communication (monthly) and work with Marketing to ensure it is optimized to drive both financial and guest experience results.Partner with sales, marketing and revenue management to grow business.Proactively communicate season plans three months in advance to ensure readiness. Grow business through innovative new products as well as the active management of the core experiences.Grow the Glacier View Lodge into a sustained, top-tier, boutique lodging experience.Lead capital and maintenance planning to ensure no down time and that projects are completed on time and budget.Maintain and grow superior Standard Operating Procedures (e.g. safety, customer service, emergency procedures).Lead communication according to our emergency response guidelines and ensure operational adherence. Ensuring adherence of operations to Pursuit, Banff Jasper and Viad policies and procedures.Developing and maintaining good relationships with suppliers, inspectors and government regulatory bodies. Develop and maintain good relationships with major clients as required in support of the sales team.Represent pursuit as requested through media, ”fam” visits and V.I.P. visits.Engage in company long range planning and strategic planning efforts.Plan and present annual operating plans and budgets. Work collaboratively with Banff Jasper Teams and Pursuit as a whole, supporting growth as a greater team and taking on special projects as assigned.Identifying and engage in continued professional development. Ideal ExperienceGeneral Manager with experience developing teams, delivering world class guest experiences and managing complex infrastructure.10+ years of experience in hospitality, lodging, attractions and travel industries. Someone who thrives in a fast paced, high end work environment.Experience with best in class operations, training, team development and experiences.Experience building relationships and working on teams across all levels of an organization, particularly with operating teams, line supervisors, seasonal staff from a broad range of cultural and ethnic backgrounds.Be able to create “followership” through modelling our core values, brand and hospitality standards. Must be capable of inspiring teams to drive guest experience, speed, accountability and performance within the organization.Experience with P/L management and creating exceptional employee and guest satisfaction.Experience across a broad range of attractions activities including food and beverage, retail, photo, meetings/events, resort style operations, maintenance and capital deployment.Experience in the use of information technology as it applies to operations, guest satisfaction, revenue maximization and having knowledge of different ticketing, POS and systems.Critical Competencies for Success The GM will need to be a strong hospitality and culture leader, entrepreneurial, strategic, detailed, organized, confident (yet humble) and committed to excellence. As well, on the ground operational experience, financial acumen and exposure to world class operations (and revenue generation) are critical to leading this complex attraction.Demonstrating deep intellectual curiosity and emotional intelligence in learning about the people and the business beyond “just the numbers.”Driving a growth mindset in pursuit of world class travel experiences and operational excellence.Having a hands-on and engaging leadership style that instills: organization, planning, attention to detail, accountability, and Pursuit values.Coaching, mentoring and developing the leadership team.Demonstrating strong partnership skills that are collaborative, team-oriented, selfless, respectful and big picture oriented relative to the broader enterprise.Modeling and advancing our Promise to Place initiatives and communication.Being an articulate communicator with an ability to be crisp and concise and deliver messages with confidence and authority in an atmosphere where candor and directness are the norm.Having the ability to process information quickly and make decisions with fact-based logic and sound reasoning.Maintaining composure under pressure and being resilient, positive, adaptable and flexible.Generally demonstrating strong quantitative skills that bring actionable insights based on data, analytics and an understanding of the business, collaboration with shared services and ability to think on a broader strategic level.Having a global mindset and implements best in class ideas.Staying abreast of new innovations, product developments, and innovative points of view on guest experiences and service delivery.Focusing on helping build great talent internally within the organization and developing a strong bench of talent for our attractions.Creating a clear vision and sense of direction, setting high standards, creating accountability and an environment that encourages creativity and innovation, sharing of ideas and resources, invites empowerment, and has a strong sense of engagement and purpose.Being engaged and collaborative, with an open style that proactively builds relationships, listens, communicates crisply, and creates a collegial environment.Is a performance-driven leader who inspires confidence, knows how to lead and empower others, nurtures talent and can help build out the team to be the best attraction in Canada.Being a strong team player who is highly motivated and a coach with a participative management style and creating an atmosphere in which people work together effectively.Leading by example as one who has motivation, drive, entrepreneurial zeal and passion to grow with the Company as it grows beyond its current size, product offerings, customer base and geographies.Being resourceful, adaptable, resilient, and having a strong sense of self-awareness.Reporting StructureThe GM will report directly to the President and will work collaboratively with VP of Operations as well as Pursuit Shared Services teams including Revenue Maximization/Research, Sales, Events, Marketing, People and Culture, IT, Health & Safety, Programming and Promise to Place (P2P/CSR).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.