Lead Guest Experience Specialist

Purpose

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

Lead Guest Experience Specialists (LGES) play a crucial role in ensuring the smooth operation of our Stations and Guest Centres by providing leadership and support to our teams on a daily basis. You will be our teams’ go-to person when issues arise and help team members overcome challenges to ensure we can still deliver life-changing experiences to our guests. You will also support the Guest Experience Managers with various administrative duties that help us seamlessly execute our operations.

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.

Key Areas of Accountability

Guest Experience

• Daily Operations: Work as part of our Destination leadership team to prepare, organize, oversee, and execute the daily operations of our Stations and Guest Centres.
• Teamwork & Communication: Work closely alongside other internal teams and external partners either in-person or via MS Teams, Email, Phone to pass along information, resolve issues and ensure our guests have a memorable experience.
• Administration: Prepare documentation and reports ahead of our daily operations to assist in the smooth execution of our operations. Monitor communications channels to respond to enquiries in a timely manner and ensure our Stations and Guest Centres are always stocked with the necessary supplies.
• Guest Issue Management: Using our CRM system, ensure that all guest inquiries/issues are being actioned and resolved in a timely manner and in a fashion that upholds the Rocky Mountaineer standards and expectations of our guests.
• Train Arrivals & Departures: Lead our teams through the smooth operation of our trains arriving and departing which includes motor coach transfers to/from the station, luggage handling, aiding guests with mobility requirements and ensuring the safety of all team members and guests during train embarkation/disembarkation, boarding/deboarding of motor coaches, and navigating through our railyards, stations and parking lots.
  
  

Leadership and Engagement

• Training & Coaching: Provide training to new/returning team members as well as ongoing coaching throughout the season to ensure we are delivering best-in-class service to our guests and continually develop our team members.
• Auditing: Ensure Rocky Mountaineer consistently delivers a top-notch guest experience by regularly auditing team members, partners and our operations and providing feedback where necessary.
• On-Duty Management: Assist or step in as an On-Duty Manager whenever required to run daily operations in the absence of a Manager.
• Team Engagement: Help us build a motivated team and make Rocky Mountaineer a great place to work by building great relationships with team members, providing effective recognition and assisting team members throughout their time working with us.
  
  

Safety and Security

• Ensure adherence to RM safety and security standards, promoting a culture of safety and assisting in emergency response procedures.
• Report and support investigations of workplace incidents promptly and accurately.
  
  

Qualifications

Education/Certifications/Knowledge

• Certificate in Tourism, Hospitality, Travel or related field an asset
• Valid AB or BC Driver’s License with demonstrated safe driving record
• Second language an asset
  
  

Experience

• Experience in tourism, hospitality, and/or customer service an asset
• 1-2 years of supervisory experience desired
• Experience using CRM systems (particularly Salesforce) an asset
  
  

Skills

• Confident public speaking, including large groups and microphones
• High attention to detail and organization
• Energetic, motivated, and committed to guest service
• Competent using Microsoft Office (Outlook, Word, Excel, Teams)
• Ability to handle difficult scenarios and conversations in a calm, consistent and professional manner
  
  

Work Environment

• Safety-sensitive environment with exposure to railway operations
• Early mornings, evenings, weekends, and split shifts; possible overtime
• Must be able to push, pull, lift and carry up to 50 pounds
• Required outdoor work in a variety of weather conditions
• Must be legally authorized to work in Canada through the end of the season (March – October)
  
  

Perks And Benefits

• Health Care Spending Account (starts at $300)
• Friends and family rail tickets and packages discount
• Two annual complimentary rail passes (beginning your 2nd season)
• Seasonal wage increases
• Work shoes reimbursement
• Exclusive discount with various partners on Perkopolis
• Growth opportunities
• Fun and inclusive team environment
  
  

Hourly wage: $25.05/hour

Rocky Mountaineer is an equal opportunity employer, driven by our values of creating meaningful moments, being one team, and achieving extraordinary outcomes. Our strong company culture supports our vision of a diverse, open, safe, and respectful workplace. We celebrate diversity and are committed to creating an inclusive environment for all team members. If you require any accommodations during the application process or throughout your employment, please let us know. We will work with you to ensure your needs are met and to create a supportive environment.

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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.