Guest Experience Manager - Vancouver (Seasonal Full Time until November)

Armstrong Collective•Vancouver, BC

1h•CA$63,000 - CA$70,000•Onsite

About The Position

Reporting to the Senior Manager, Guest Experience, the Guest Experience Manager is accountable for ensuring representation of the RM brand and exceptional guest experience in the destination and through effective management of Rocky Mountaineer’s Operations, Guest Care Initiatives and working closely with external partners. The Guest Experience Manager oversees the Destinations Team, local partners and liaises with hotel and tour partners to coordinate guest and luggage transfers, superior guest experience, and appropriate Station and Guest Centre aesthetics in keeping with the RM brand. This role is the eyes and ears of Rocky Mountaineer ‘on the ground’ and is responsible for delivering on our purpose, to create life-changing experiences, for both guests and team members in assigned locations. This encompasses people leadership and engagement, oversight and continuous improvement of operations, and ensuring the health and safety of all guests and team members. Accountable for guest experience and KPIs, the Guest Experience Manager proactively identifies opportunities and fosters strong relationships with key internal teams and external partners to ensure a seamless delivery of the guest experience. This position is deemed Safety Sensitive. This position requires the incumbent to periodically access an active railway area where impaired performance could result in a significant incident affecting the health and safety of team members, guests, team members, the public, property, or the environment.

Requirements

Bachelor’s degree in Tourism Management or Hospitality considered an asset; or a combination of education and experience
Valid AB or BC Driver’s License required
5+ years of leadership experience leading large teams in an operations capacity
3+ years' experience working in an operations capacity ideally in tourism or hospitality preferred
Experience with reporting, scheduling, and documenting Standard Operating Procedures (SOPs) considered an asset
Confidence and competency with public speaking in front of large groups and/or on microphones
Ability to adapt to new technology and learn platforms
Experience using CRM systems (particularly Salesforce) is an asset.
Advanced leadership and coaching skills
Advanced verbal and written communication skills
Intermediate Microsoft Office skills (Outlook, Word, Excel, Power Point)
Warm, charismatic, polished, professional, and commanding leadership presence
Critical thinker and ability to solve problems creatively
Ability to work well under pressure
Ability to influence stakeholders at various levels
Must be legally authorized to work in Canada through the end of the season (end of October)

Nice To Haves

Familiarity in world class guest experience, and/or luxury brand an asset

Responsibilities

Manage the daily operations of the Train Station and/or Guest Centres to achieve exceptional guest satisfaction and representation of the RM brand.
Manage daily decision-making and communications in conjunction with internal partners (i.e. Onboard, Systems Operations and Mechanical, Product Operations), and with external partners (i.e. motorcoach drivers and hotels and tour group directors) to ensure timely delivery of luggage, arrival/departures of train and efficient detraining/boarding of guests.
Coordinate motorcoach and taxi logistics to ensure efficient and timely transfer of guests.
Ensure guest requests or issues are accurately documented and resolved in a timely manner with an exceptional level of guest service.
Be the main point of contact at the station for external partners and contractors, ensuring they meet the requirements of the RM brand by resolving issues as needed.
Ensure the aesthetics of the Station and Guest Centres are maintained in keeping with RM guest excellence standards.
Represent RM at public functions to support the RM brand as required.
Be well versed in RM products and respond knowledgeably to guest questions related to their journey.
Implement standardized guest experience policies, practices, and procedures to ensure consistency of the RM brand.
Develop and maintain relationships in keeping with RM’s guest experience excellence standards, including meetings pre and post season, throughout season, and/or training with hotel partners, transportation companies, and suppliers.
Manage the destinations team to maintain high engagement and guest satisfaction.
Be present with the frontline team, providing a forum for ideas and efficiency improvements, and implementing changes where appropriate.
Serve as a role model by demonstrating RM values and adhering to policies, processes, and service standards and ensure team members represent the RM brand in line with the Uniform and Appearance Policy.
Build a strong team through motivation, recognition, and coaching, meeting work goals and operating standards.
Identify seasonal staffing needs and ensure appropriate staffing levels within budget and shift constraints.
Recruit, onboard, train, coach, and mentor team members, supported by P&C, to meet guest excellence and operational standards and provide ongoing cross-training to ensure operational continuity and consistency.
Prepare weekly shift schedules, minimize overtime, and maintain payroll and time records within budget guidelines.
Ensure all team members understand RM’s strategic plan, key business metrics, and their role in success.
Work towards achieving KPI and Net Promoter Score targets.
Act as a communication link between head office and team members, relaying timely information on events, scheduling, policies, and procedures.
Maintain records of discussions, training completion, and performance management in line with RM’s standards.
Lead goal-setting meetings and conduct performance reviews, documenting accordingly.
Ensure expenditure aligns with budgets and RM policies.
Play an active role in future operational planning to ensure continual improvement of Rocky Mountaineer’s operations, people and guest experience.
Create, update, and ensure compliance with Standard Operating Procedures (SOPs).
Perform other duties as required for effective station management.
Ensure all safety, security, and emergency procedures are understood, followed, and executed to mitigate hazards for guests, team members, and partners.
Maintain a safe work environment by using safety equipment and addressing unsafe practices, while identifying and reporting safety concerns.
Investigate workplace incidents and complete necessary documentation promptly in line with the safety management system.
Conduct regular audits to ensure compliance with safety programs and proactively build awareness to enhance workplace safety culture.
Ensure contractors and suppliers adhere to health and safety requirements.
Respond professionally to medical emergencies, supporting onboard management as needed.
Lead response plans during irregular operations or emergencies and participate in Emergency Operations Center training and debriefs.
Ensure team members attend health and safety meetings during the regular season as required.