Guest Experience Assistant Manager, Maligne Lake

To actively support, coach and mentor the Guest service team in the achievement of safe, fun and hospitality focused experiences. Attention to detail and effective communication skills are a must, but a passion for making a difference for each guest and team member is the most important aspect of this position. The Manager role will directly support all daily operations of the boathouse and guest services departments in a leading by example manner working closely with the team as to delivery upon our seasonal objectives, operational standards and quality of experience.

This is a salaried positions, starting at $1840 bi-weekly.

This position begins May 20 and runs until October 14, 2025.

• 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.

• To be an active member of the Maligne management team, supporting peers & continually working at building a cohesive team which works together to achieve results.
• Contribute to developing and maintaining a high energy, hospitality focused and animated team
• Focus on operational excellence, employee training and development, service standards and consistencies for the ticket office and the boathouse operations
• Develop and maintain training manuals
• Develop, support and empower guest experience supervisors
• Have a complete understanding of all applicable POS, validation systems and frontline processes
• To be knowledgeable on and remain current on all BJC attractions products and relevant packages and tours, guest service department and company procedures, policies, discounts and promotional programs.
• Ensure effective communication practices are in effect, ensuring all required operational updates and rationale are passed down to the according frontline teams.
• Actively seek opportunities to recognize staff on "doing it right" and assist in the creation and adoption of employee recognition program or events that support our core values and drive engagement.
• Maintaining positive working relationships with peers, support services, tour group companies and suppliers.
• Cash Reports and safe counts are secure and accurate.
• Act as an onsite contact for front office IT systems.
• Follow-up with guest service issues and service recovery solutions in a timely manner, providing any hospitality coaching as required.
• Monitor Service metrics daily/weekly during the season, reacting and responding accordingly to address any issues.
• Organize and conduct regular departmental meetings for all frontline staff and one on one meetings with Supervisor
• Ensure that daily labor management reflect forecasted/ current business levels
• Communicate regularly with the maintenance team on vessel availability and maintenance issues
• Ensure all equipment is managed accordingly and safeguard measures in effect from Damage or loss.
• Performing quality assurance checks and coaching staff members as required, performing mid-season and end of season evaluations for all team members
• Perform frontline role needs as required and other duties as assigned

• Previous supervisory, point of sale, cash handling & reconciliation experience, required
• A strong hospitality-focused approach with a natural ability to proactively listen and empathize with guests and staff
• A passion for coaching and developing employees with a proven track record of "safety 1st practices
• Mature, energetic, dependable and self-motivated team player with a high attention to detail
• Ability to take initiative and follow through on tasks needing attention
• Adaptable to a changing work environment and different tasks
• Enthusiastic and outgoing personality, ability to use this to engage with guests and in resort operators
• Competent administrative skills with proficiency in Microsoft Office applications
• A self -starter who is comfortable working in a fast-paced, high-pressure environment without direct supervision
• Comfortable working on your feet for extended periods of time in both an indoor and outdoor environment. Be prepare for all season weather (snow, rain, wind, hail)
• Class 5 driver's license (clean abstract) an asset
• Must meet the organization grooming and appearance standards
• To honor our commitment to be "Always Honest" all employees must consent to a criminal record check