Guest Experience Manager - Moab (Seasonal Full Time)

Rocky Mountaineer•Moab, UT

22d•$60,000 - $70,000

About The Position

Armstrong Collective is the parent company of Rocky Mountaineer 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. Purpose Reporting to the Senior Manager, Guest Experience, the Guest Experience Manager is accountable for ensuring representation of the Canyon Spirit brand and exceptional guest experience in the destination and through effective management of station operations. The Guest Experience Manager oversees the station team, local providers and liaises with hotel and tour partners to coordinate guest and luggage transfers, superior guest experience, and appropriate station, guest center, and train aesthetics in keeping with the Canyon Spirit brand. As an experienced and innovative people leader, the Guest Experience Manager is accountable for frontline team members, engagement, oversight, and continuous improvement of station operations, and ensuring the health and safety of all guests and team members. This position is responsible for the strategic management of seamless guest experience and operations - the training, development, implementation, and tracking of safety and service standards, KPIs, guest programs, performance management and partnership relationship management, within budget.

Requirements

Bachelor's degree in Tourism Management or Hospitality considered an asset or a combination of education and experience
Valid U.S. Driver's License required
5+ years of people leadership experience leading medium-sized teams in an operations capacity preferred
3+ years of experience working in the hospitality/tourism or operations industry in a guest-facing environment
3+ years of experience leading small to large scale projects
Experience with reporting, scheduling, and documenting Standard Operating Procedures (SOPs) is 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
Highly organized with advanced verbal and written communication skills, attention to detail and proficiency in using Microsoft Office (Outlook, Word, Excel, PowerPoint)
Experienced in understanding, communicating and establishing initiative to drive guest experience scores
Expert influencing skills and ability to establish and build relationships at all levels of the organization.
Advanced interpersonal, leadership, coaching, and problem-solving skills and adept at dealing with guest issues and managing conflict
Solid ability to multitask and willingness to take initiative, exhibit strong self-leadership skills, resilient, adaptable, and willing to embrace change
Must be over 21 years old
Shift work consists of scheduled hours with the possibility of irregular hours, including nights, weekends, holidays, and long hours.
Requires outdoor work in a variety of weather conditions
Driving company vehicles for travel to work locations as needed
Ability to safely lift 40 pounds and to repeatedly carry and safely load luggage into a transport truck
Ability to work in a high volume and high demand environment
Must be entitled to work in the USA for the full duration of the operating season (February - November).

Nice To Haves

Familiarity in world class guest experience, and/or luxury brand an asset
Warm, charismatic, polished, professional, and commanding leadership presence
Critical thinker and ability to solve problems creatively

Responsibilities

Manage the daily operations to achieve exceptional guest satisfaction and representation of the Canyon Spirit 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, hotels, and tour group directors) to ensure timely delivery of luggage, arrival/departures of train and efficient detraining/boarding of guests.
Entrusted to make immediate decisions in a high-pressure environment, impacting team members, guests and internal/external stakeholders.
Coordinate motorcoach and taxi logistics to ensure efficient and timely transfer of guests.
Ensure guest requests and issues are resolved promptly with an exceptional level of guest service.
Be the main point of contact for external partners and contractors for corresponding destination, ensuring they meet the requirements of the brand by resolving issues as needed.
Ensure the aesthetics of the station, office and platform are maintained in keeping with guest excellence standards.
Represent Canyon Spirit at public functions to support the brand as required.
Be well versed in Canyon Spirit products and respond knowledgeably to guest questions related to their journey through continued learning and education.
Implement standardized guest experience policies, practices, and procedures to ensure brand consistency.
Develop and maintain strong relationships with hotel partners, transportation and sightseeing companies, tour partners, and suppliers including liaising and coordinating guest needs and pre- and post-season meetings and/or training
Review service levels of external partners (i.e., hotels, transportation companies, restaurants) for quality assurance purposes throughout the season and make recommendations for improvement; following up as required to ensure recommendations are implemented.
Lead the station team to deliver Canyon Spirit's brand promise ensuring a high level of team member engagement and guest satisfaction.
Have a strong presence with frontline team members and provide a forum for ideas and discussion on areas of efficiency or improvement, as well as implementation, as appropriate.
Be a role model for team members by demonstrating values and adhering to policies, processes, and service standards.
Execute administrative requirements of the role, including but not limited to payroll, team member schedules, timesheets, payroll records, inventory management and ordering, in line with budget.
Ensure team members effectively represent the brand by adhering to the standards established in the Uniform and Appearance Policy.
Build a strong station team through effective motivation, recognition and coaching and performance management to achieve work goals.
Identify seasonal staffing requirements ensuring appropriate staffing levels are maintained within challenging shift requirements, seasonal turnover, and budget guidelines.
Orient new employees supported by Human Resources and provide position-specific training.
Recruit, train, coach, and mentor team members to ensure operating and guest excellence standards are met.
Provide ongoing training and coaching of team members, including cross-training, to ensure continuity and consistency of operations.
Ensure all team members are familiar with the company's strategic plan and key business metrics, how the company is trending, and their role in driving success.
Support the achievement of KPIs, Dashboard and Net Promoter Score targets.
Act as a conduit between the corporate office and team members by communicating timely and accurate information about upcoming events, scheduling, policies, and procedures.
Maintain effective records of discussions with team members and training completion.
Lead goal setting and action plan creation meetings with team members.
Conduct and document performance reviews and audits of team members and in accordance with performance management standards.
Create, update, and ensure team compliance with Standard Operating Procedures (SOPs).
Other duties as assigned to ensure effective destination management.
Know, understand, and execute all safety, security, and emergency response standards, and procedures.
Adhere to Canyon Spirit's safety and security standards so that safety hazards and concerns are mitigated/reduced for guests, team members, and partners.
Ensure a safe working environment for team members, guests, the public, and contractors by utilizing and maintaining the safety equipment and rectifying unsafe practices and situations.
Identify and report safety hazards and concerns.
Investigate all workplace incidents and complete the necessary paperwork in a timely and accurate manner as per the safety management system procedures.
Conduct audits to ensure compliance with safety programs.
Build awareness and enhance a culture of workplace safety.
Ensure all contractors and suppliers comply with environment, health, and safety requirements.
Respond to first aid and medical emergencies involving guests and team members professionally and calmly.
Support Onboard management during medical emergencies when required.
Lead the development and execution of station response plans during an irregular operation or emergency.
Participate in Emergency Operations Center (EOC) training and debriefs.
Ensure team members attend health and safety meetings during the regular season as required.
Coordinate with Mechanical and Operations, Human Resources, and Onboard to assist with projects and planning throughout the year, with special emphasis during the non-operating season.
Collaborate with all departments to devise and implement solutions and improvements for the Rockies to the Red Rocks route, for the station, and all its operations and guest experience.

Benefits

All team members regularly working 30 hours per week will be eligible for our group benefits plan, which includes: Medical, Dental, Vision care, and Life Insurance
Canyon Spirit is covered under the Railroad Retirement Act. The U.S. Railroad Retirement Board (RRB) administers the benefits programs covered under the Railroad Retirement Act, including retirement, survivor, unemployment, sickness, and disability benefits. For more information regarding the benefits of the RRB, visit the Railroad Retirement Board website at rrb.gov.
Short Term Disability, Long Term Disability, and Accidental Death & Dismemberment insurance
Business travel accident insurance and business travel emergency medical insurance
Vacation time, sick time, and company holiday pay
401(k) plan (employee contributions only)
Friends and family rail tickets and packages discount
Two annual complimentary rail pass (beginning your 2 nd season)
Seasonal wage increases
Growth opportunities
Fun and inclusive team environment