Guest Experience Supervisor, Brewster Transportation
On-site · Denver, Colorado, United States or Reykjavík, Capital Region, Iceland
Job Summary
Guest Experience Supervisor leads and coaches frontline teams across transportation operations, coordinating guest service delivery, staffing, training, and performance to uphold service, safety, and brand standards. Drives onboarding, coaching, scheduling, and continuous improvement across multiple locations; acts as on-the-floor leader and Manager-on-Duty to ensure seamless guest experiences and cross-functional collaboration across departments (hospitality, attractions, retail, transportation). Builds a positive, inclusive team culture, delivers engaging guest interactions, handles escalations, and aligns staffing with demand while maintaining cash handling and compliance practices. Comfortable with a dynamic, multi-location environment and able to support shifts across locations such as Banff (Canada), Denver (USA), and Reykjavik (Iceland). Also responsible for maintaining training records, SOPs, and performance insights, and contributing to recognition programs to motivate staff and improve service quality.
Required Qualifications
- Proven experience in customer-focused roles within hospitality, tourism, or customer service industries
- Demonstrated ability to lead and motivate teams of up to 40 individuals
- Strong problem-solving and critical thinking skills
- Exceptional communication, collaboration, and organizational skills
- Hands-on experience with budget management, cash handling, merchandising, and scheduling
- Experience implementing recognition programs to reward and inspire staff
- First Aid Certification an asset
- Multilingualism an asset
- Class 4 Driver's License (or higher) an asset
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