Rocky Mountaineer Banff Lead Guest Experience Specialist

Banff/Lake Louise (Seasonal Full Time - March to October 2024)
Rocky Mountaineer
Banff, AB
$25.05 an hour - Full-time

Job details

$25.05 an hour
Job type
Shift and schedule
Weekends as needed

Commuter benefits
Full job description
Rocky Mountaineer (RM) is the world’s largest privately-owned luxury passenger rail service. We are committed to living our values: Create Meaningful Moments, Be One Team, Achieve Extraordinary Outcomes. We endeavor to foster a work environment of respect, integrity, and honesty; where diversity is valued, and talent is developed to the benefit of the individual and the company

The Lead Guest Experience Specialist (Lead GES) reports to the Station Manager / Senior Manager, Guest Experience.

This position is responsible for providing excellence in guest satisfaction through direct service to guests at the assigned destination. The Lead GES is a problem-solving champion, empowered to make decisions on behalf of the company. Additionally, the Lead GES supports the Station Management Team in executing Ground Operations and will provide leadership and operational coverage in the absence of station management as required. As such, the Lead GES will learn and be involved in all aspects of station operations including training and coaching.

This position is deemed Safety Sensitive since regular access to an active railway area is required. The Lead GES is part of the Destinations Ground Operations (DGO) team responsible for the health and safety of colleagues, guests, the public, property, and the environment.

Important Timelines
If selected to move forward in our recruitment process, successful candidates will be contacted via email between December 2023 and February 2024. Interviews will begin in February 2024 and position is scheduled to start in March 2024. Please keep an eye on your email and junk mail for further updates.

Shifts start as early as 5am and may go later than 10pm.

Key Areas of Accountability

Guest Experience
Work as part of Station Management to prepare, organize, oversee, and execute the daily operations of the station Be well versed in RM products and respond knowledgeably to guest questions related to their trip
Monitor and action communication channels (e.g. station email inbox, personal RM email, voice messages, Telegram, MS Teams)
Work with Guest Experience Centre (GEC), team members on the train, and external partners to resolve guest concerns in a timely and professional manner
Prepare documentation and reports concerning daily operations
Maintain station supplies inventory (e.g. luggage tags, office supplies), communicating with the designated team members or partners to order and replenish as required
Respond to questions from external partners. Greet guests and accurately perform guest check-in duties
Accurately document and communicate concerns from guests, team members on the train, internal and external partners, and resolve or escalate as required
Liaise with on-board team and GEC, in planning for special guest requirements, including accessibility, and/or overnight needs; ensuring the team is appropriately directed and trained to provide specialized services required
Order transportation (e.g. taxis, ride share) as required
Maintain station/siding aesthetics in line with the RM standard by cleaning platform and public areas and restocking supplies
Assist with station/siding traffic flow as required by guiding motor coaches, luggage trucks and directing guests and public
Perform safe tagging, sorting, scanning, loading, unloading, and delivery of guest luggage, as well as preparing luggage reports and managing misdirected luggage
Preparation of motorcoach manifests and verification of guest counts
Assist guests with safe boarding and offboarding of vehicles, transportation to and from station/sidings, use of mobility equipment, movement around stations/sidings, and provide relevant safety commentary
Escort guests by motorcoach/shuttle to/from partner hotels/sidings, and providing commentary enroute when required
Escort guests on transfer and provide commentary enroute as required
Assist or step in as an On-Duty Manager whenever required to run daily operations in the absence of a Station Manager
Coordinate the collection, sorting, and distribution of guest hotel room keys prior to train arrival
Transportation of guests and team members with use of Rocky Mountaineer vehicles
Leadership and Engagement
Foster a safe and respectful workplace for team members that promotes a positive and engaging environment enabling team members to live and breathe RM’s vision and values.
Provide supervision and direction to the team, assign duties, communicate the operational requirements, and monitor the performance of all assigned duties to ensure effective utilization of team
Work with station management to enhance standard operating procedures by participating in meetings and recommending improvements to RM’s guest experience program
Audit team members, partners, and operations to provide feedback and improve performance and guest experience where required
Build strong relationships with front-line team members, managers and with internal and external partners
Help build a strong Destinations Team through effective motivation, recognition, and coaching of team members to achieve goals
Support Station Management in development and execution of recruitment, orientation, and training of team members
Effectively represent the RM brand, by adhering to and ensuring the standards established in the Uniform and Appearance Policy
Safety and Security
Adhere to RM’s safety and security standards so that safety hazards and concerns are mitigated/reduced for RM guests, team members, and partners
Be proactive in building awareness and enhancing a culture of workplace safety
Assist station management in the execution of Destinations safety and emergency response procedures during irregular or emergency operations which could require travel to other locations
Report all injuries and near misses to the On-Duty Manager and support the investigation of all workplace accidents as well as the completions of the necessary paperwork in a timely and accurate manner
Attend health and safety meetings during the regular season as required
Conduct safety and hazard assessment audits every shift to ensure compliance with safety programs
Certificate in Tourism, Hospitality, Travel or related field desired
Valid AB or BC Driver’s License with demonstrated safe driving record
Second language desired
Experience in tourism, hospitality, and/or customer service desired
1-2 years of supervisory experience desired
Demonstrates a polished leadership presence
Professional communication skills, both verbal and written
Confidence and competency with public speaking in front of large groups and/or on microphones
Strong time management and administrative skills
Ability to multitask and take initiative
Ability to work independently and as part of a team
Demonstrate a professional, accountable, and responsible work ethic
Ability to work in a high volume and high demand environment
Ability to handle difficult scenarios and conversations in a calm, consistent and professional manner
Highly organized with strong attention to detail
Energetic, motivated, hardworking and committed to guest service
Proficient with MS Office applications (Word, Excel, Outlook, PowerPoint)
Ability to adapt to new technology and learn platforms
Work Environment/Physical Requirement
Schedule regularly includes early mornings, evenings, weekends, and split shifts as per train arrival/departure schedules. Overtime may be required for irregular operations or delays
Requires work in a Safety Sensitive environment including railway tracks, moving trains, and other vehicles
Requires outdoor work in a variety of weather conditions
Must be legally authorized to work in Canada for the full duration of the operating season (April-October)
Ability to safely lift 50 pounds and to repeatedly carry and safely load luggage into a transport truck
Must be 18 of age or older to apply
Perks and Benefits
Health Care Spending Account (starts at $300)
Up to 50% discount in Rocky Mountaineer rail tickets and packages
Annual complimentary rail pass (beginning your 2nd year)
Seasonal wage increases
Exclusive discount with various partners on Perkopolis
Growth opportunities
Fun and inclusive team environment
Hourly wage: $25.05/hour

Please ensure to opt-in for text messages when you apply in order to receive interview updates

This job description is not exhaustive of all duties and will encompass additional duties assigned. Responsibilities, title, reporting structure and duties may be changed in response to business requirements.