Guest Experience Concierge - Vancouver (Seasonal Part Time until October)

Rocky Mountaineer•Vancouver, BC

1d•Onsite

About The Position

Armstrong Collective is the parent company of Rocky Mountaineer (RM) and Canyon Spirit, unforgettable rail experiences in Western Canada and the American Southwest. Since 1990, we have grown to become the largest privately-owned luxury rail company in the world, having welcomed over 2.4 million guests onboard. We are committed to living our values: Create Meaningful Moments, Be One Team, Achieve Extraordinary Outcomes. We foster a work environment of respect, integrity, and honesty; where diversity is valued, and talent is developed to support the growth of our team members and our company. As a Guest Experience Concierge (GECO), you play a vital role in delivering world-class service to our guests at our Guest Centres, Stations and other locations within our Destinations. You will be a problem-solving champion, empowered to ensure our guests have the best possible travel experience. You will be assisting guests with their travel needs (Train Check-In, Sightseeing Tours, General Enquiries) and working alongside internal teams and with external partners to uphold Rocky Mountaineer’s standards and brand promises. As part of the Destinations Guest Operations (DGO) team, this position is classified as Safety Sensitive due to regular access to active railway areas. The GECO is entrusted with maintaining the health and safety of colleagues, guests, the public, property, and the environment.

Requirements

Experience in tourism, hospitality, and/or customer service required.
Confident public speaking, including large groups and microphones
High attention to detail and organization
Energetic, motivated, and committed to guest service
Strong written and verbal communication
Competent using Microsoft Office (Outlook, Word, Excel, Teams)
Must be legally authorized to work in Canada through the end of the season (until mid-October)

Nice To Haves

Valid Class 5 AB or BC Driver’s License with demonstrated safe driving record, an asset
Second language an asset
Experience using CRM systems (particularly Salesforce) is an asset.

Responsibilities

Assist our guests along their journey by checking them in for their train journey, issuing boarding passes, luggage tags and hotel keys where applicable.
Play a crucial role in tailoring experiences for guests with special requirements, ensuring that their journey is comfortable and memorable.
Be the problem solver for guests, ensuring that their concerns are addressed with care and efficiency by accurately documenting, actioning and following-up on all guest inquiries. This involves using CRM systems to access guest bookings and accurately document all information.
Effectively communicate and coordinate with internal teams as well as external partners (in person, via phone, email and MS Teams) to ensure all guest inquiries are handled in a timely manner.
Play a part in our train arrival/departure operations by escorting guests on motor coach transfers, handling luggage and occasionally transporting guests or team members in RM fleet vehicles.
Take pride in maintaining the high standards of cleanliness at our Stations and Guest Centres, creating a welcoming environment for everyone.
Help foster a safe, respectful, and positive work environment, supporting team orientation, training, and communication.
Uphold RM brand standards and contribute to team motivation, relationship-building, and goal achievement.
Collaborate with station management to recommend and implement guest experience improvements.
Work closely with the Guest Experience Centre and Rail Trip Services to resolve guest issues and challenges.
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.