Rocky Mountaineer Banff Lake Louise Destination Host

Banff, AB

The Destination Host reports into the Station Management team and is part of Rocky Mountaineer’s frontline team. This role is responsible for delivering guest service excellence, anticipating guest needs and dealing effectively with guest requests, as well as luggage handling services to ensure all guest luggage is safely organized for delivery/pick-up.

This position is deemed Safety Sensitive. This position requires the incumbent to periodically access an active railway area where impaired performance could result a significant incident affecting the health and safety of team members, guests, team members, the public, property, or the environment.

Key Areas of Accountability

Provide world-class service to guests at the station and partner hotels in order to deliver on RM’s brand promise enabling the creation of life changing experiences for guests
Greeting guests at station and/or hotels, answering guest questions and providing direction to ensure smooth transfer of guests
Preparing guest documentation, supplies, and check-in / scanning equipment for train arrivals/departures
Accurately performing guest check-in duties, recording guest information, and tagging and reconciling of luggage
Completing pre-arrival/departure tasks such as, but not limited to; motor coach signage, preparing coffee/tea service, preparing hotel keys for distribution, ensuring hotel check in kits is fully stocked
Flow control of parking area – ensure area is safe for pedestrians, vehicles and motorcoaches
Maintaining station aesthetics in line with the RM “white glove clean” standard by cleaning platform and station, and restocking supplies
Effectively communicating with the team members and guests—including proper use of radio communication
Resolving concerns from guests, RM partners, train staff and public, escalating ongoing issues to station management
Operating equipment as required for mobility challenged guests (e.g. wheelchair lift/wheelchairs/golf carts)
Responding to irregular emergency operations under the direction of station management which could require travel to other locations
Ensuring safe and efficient loading and unloading of motor coaches / taxis / ride share and private vehicles
Assisting with luggage procedures at the station(s) and hotel(s)
Provide engaging and clear communication announcements and storytelling to guests

Delivering clear and professional announcements to guests at hotels, to set expectations; and,
Escorting guests by motor coach / shuttle to/from partner hotels/sidings, and providing commentary enroute when required
Adhere to RM’s safety and security standards so that safety hazards and concerns are mitigated/reduced for RM guests, team members, and partners.

Compliance with all safety and security regulations
Execute destinations safety and emergency response procedures and instructions
Works with a safety-first mindset and encourages other to build a culture of safety at RM


Previous experience in customer service or hospitality an asset
Familiarity in world class guest experience and/or luxury brand an asset
Experience with public speaking or engaging with an audience an asset

Proficiency with technology and ability to adapt to new systems and platforms
Highly organized with strong attention to detail
Energetic, motivated, hardworking and committed to Guest Service Excellence
Ability to work independently and as part of a team
Strong communication skills, both verbal and written
Work Environment

Part time, seasonal position
Irregular scheduling to ensure the effective Station operations, including availability on evenings and weekends as per arrivals/departures schedules. Overtime or flexible shift end time may be required for irregular operations or delays.
Requires outdoor work in a variety of weather conditions and working around railway tracks, moving trains and other vehicles

Must be able to lift and carry up to 50 pounds up to waist height, when required
Valid BC OR Alberta Driver’s License an asset
Must be legally allowed to work in Canada for the duration of the operating season (April – mid-October)

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