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.
ROLE & RESPONSIBILITIES
As a Guest Experience Agent, you'll be the first warm welcome our guests receive at Trailglow. You'll handle admissions and guest questions, and you'll be cross-trained in our Retail, Video and café operations so you can move wherever the team needs you most. Most duties take place in our Retail Shop, with some time outdoors as required.
Welcoming guests and delivering upbeat, professional service from arrival through departure
Assisting with ticket sales, add-ons and packages for Trailglow and the Canyon Swing, along with questions, directions, and guidance on visiting our sister attractions and the Canadian Rockies in winter
Using Ventrata to issue, process and redeem guest tickets, including pre-booked and online reservations
Handling cash ($CAD and $US), debit and credit transactions accurately, and completing float and cash-out procedures
Validating tickets prior to entry
Performing crowd management and supporting smooth guest flow during peak arrival times
Sharing winter guest information, including trail and weather conditions, recommended footwear and clothing, and fire pit area guidelines
Cross-trained in Retail and Video: operating the retail point of sale, restocking and merchandising, promoting and selling video packages, and supporting video review and delivery
Soliciting guest feedback and forwarding guest comments in a timely fashion
Keeping guest service areas clean, organized and stocked
Assisting other departments when operational needs require, under the direction of the supervisor on duty
Upholding the high standard of safety and environmental stewardship expected of all employees
Supporting Retail Associate duties when required, including stocking, merchandising and video platform monitoring
Supporting the café when required, including taking orders and payment, preparing and serving hot drinks and grab-and-go items, restocking, and keeping service areas clean in line with food safety standards
Communicating with co-workers and management
Assisting other departments when operational needs require, under the direction of the supervisor on duty
Upholding the high standard of safety and environmental stewardship expected of all employees
REQUIRED SKILLS & QUALIFICATIONS
A high level of customer service is paramount, along with a high level of knowledge of Golden Skybridge, Trailglow, and the unique features and habitat of the area
Experience in guest services, retail, or a similar customer-facing role
Attention to detail and good communication and listening skills with local and international guests and staff
Second language skills highly advantageous
Solid knowledge of the products, services and winter activities available in Golden and its surroundings
Accuracy and efficiency in handling large amounts of cash ($CAD and $US) and debit/credit transactions under fast-paced and busy conditions
Ability to quickly learn multiple systems, including Ventrata, retail point of sale, and video platforms
FoodSafe Level 1 certification an asset
Flexible and adaptable, comfortable moving between admissions, retail, video and café duties within a shift
Ability to work in a fast-paced environment and overcome guest objections
Available to work a flexible schedule, including evenings, weekends and holidays (including the Christmas and New Year period)
Physical demands include constant use of hands,…