Guest Services Manager (Seasonal Full Time)

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.

The Guest Services Manager (GSM) reports to the Train Manager and Senior Onboard Manager.

This position is responsible for leading the delivery of guest service excellence. The GSM is a people leader who role models the values and culture of the organization and supports the Onboard team through training, coaching and performance management. The GSM leads the Onboard team and is accountable for the implementation of service and safety standards, programs, and processes.

Key Areas of Accountability

Service delivery onboard

• Manage delivery of all onboard services to ensure guest expectations are achieved.

• Oversee execution of all Rocky Mountaineer standards of service delivery.

• Support delivery of effective and efficient solutions to resolve guest issues and concerns.

• Ensure effective delivery of all guest messaging and communication.

• Accountable for understanding and communicating onboard guest metrics.

Team engagement and people leadership

• Participate and support recruitment, orientation, and training of onboard team members.

• Lead goal setting and action plan creation and execution with onboard team.

• Develop and mentor the onboard team through coaching, audits, feedback, reviews and recognition

• Build strong relationships with front-line team members, managers and with internal partners and stakeholders

• Act as a conduit between corporate office and the onboard team

Safety and security standards

• Know, understand, and execute on all safety, security and emergency response standards and procedures

• Conduct audits to ensure compliance with safety programs

• Identify and report safety hazards and concerns

• Report all injuries/near misses and support investigations of all workplace accidents

• Attend health and safety meetings during the regular season as required

• Respond to first aid and medical emergencies involving guests and team members

• Assist in the execution of onboard response plans during an irregular operation or emergency

Operational impacts

• Participate in strategic Rocky Mountaineer projects and assist in the execution of the annual Guest Experience Operating Plan

• Ensure all provisioning standards are achieved, and any inconsistencies are rectified

• Communicate all onboard maintenance issues and follow up with Rail Operations as required

• Monitor and recommend opportunities for efficiencies

Qualifications

Education / Certifications / Licenses

• Undergraduate degree in hospitality/tourism management is preferred, or post-secondary with a combination of technical certification and experience

• BC Food Safe (Level 2) is preferred

• Serving It Right (SIR)

Experience

• 5+ years people leadership experience including at least 3 years leading medium sized teams (15+ team members)

• 5+ years' experience working in the hospitality/tourism industry in a guest facing environment

Skills

• Excellent verbal and written communication skills

• Time management and administrative skills and proficiency in using Microsoft Office

• High attention to detail and the ability to manage multiple priorities and take initiative.

• Exhibit strong self-leadership skills, resiliency, adaptability, and willing to embrace change

• Ability to cope with a fast paced, continuously changing work environment

Attributes

• Demonstrates a commanding and polished leadership presence

• Energetic, motivated, hardworking, and committed to delivering guest service excellence

• Ability to work independently and as part of a team

• Demonstrates a professional, self-motivated and accountable work ethic

• Exceptional physical endurance and emotional resiliency with the ability to work long days

Eligibility

• Must be able to lift and carry up to 40 pounds

• Able to travel away from home base for 4 to 6 days at a time

• Ability to work extended hours while travelling

• Valid BC Driver's License

• Must be entitled to work in Canada

Perks and Benefits

• Company-paid group benefits plan

• Short term incentive plan

• Up to 5% group RRSP Matching plan

• Two complimentary annual train tickets after first year of employment

• Work shoes reimbursement

• Discount in Rocky Mountaineer rail tickets and packages

• Exclusive discount with various partners on Perkopolis

• Growth opportunities

• Fun and inclusive team environment

Hourly Rate: $26.13 to $32.67 per hour (not eligible for overtime)

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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.