Guest Services Manager (Seasonal Full Time to October)

Rocky Mountaineer•Vancouver, BC

10d•CA$26 - CA$32•Hybrid

About The Position

Armstrong Collective is the parent company of Rocky Mountaineer (RM) and Canyon Spirit, offering 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. The Guest Services Manager (GSM) reports to the Train Manager and is accountable to the Senior Onboard Manager. The Guest Services Manager leads the delivery of onboard service excellence, role models the values and culture of the organization, and supports training, coaching, and performance management programs during rail journeys between Vancouver, Banff, and Jasper. The GSM is accountable for the execution of service and safety standards, programs, and processes. This position is deemed Safety Sensitive. All onboard team members must adhere to and comply with onboard safety standards. This also includes reporting any violations and providing support in the event of an emergency. This position requires the incumbent to periodically access an active railway area where impaired performance could result in significant incidents affecting the health and safety of team members, guests, team members, the public, property, or the environment.

Requirements

BC Food Safe certification; is required
Serving It Right (SIR) or Proserve; is required
Fluency in English language
5+ years’ leadership experience including at least 3 years leading medium (20+) sized teams
5+ years’ experience working in the hospitality/tourism industry, or similar guest facing environment
Demonstrates a polished leadership style, disciplined work ethic, and strong emotional intelligence
Approaches decision making strategically with the ability to build relationships with onboard and support teams, external vendors, and contractors
Highly organized with advanced verbal and written communication skills, attention to detail, and proficiency in the use of Microsoft Office suite, customer-related management tools and web-based platforms
Experienced in public speaking, with strong, polished microphone presence and the ability to engage audience effectively
Experienced in understanding, communicating, and influencing guest experience metrics
Physical endurance and emotional resiliency with the ability to adapt and work long days
Must be able to lift and carry up to 50 pounds
Able to travel away from home base for up to 6 days at a time
Must be legally authorized to work in Canada
Ability to work in a fast paced, environment on a moving train

Nice To Haves

Undergraduate degree in hospitality/tourism management is preferred, or post-secondary with a combination of technical certification and experience
Valid First Aid & CPR/AED certification is an asset
Valid BC Driver’s License; is an asset
Fluency in additional languages is an asset
Valid form of ID for domestic travel requirements (passport, driving license, etc.)
Previous experience in a luxury restaurant or hotel operation is an asset

Responsibilities

Manages the delivery and execution of all onboard services in a timely manner to exceed guest expectations
Ensures the host team is following all established standards, SOP’s and Policies
Responsible for identifying, resolving and documenting guest issues
Ensures effective delivery of messaging and communication to guests and crew
Administrative duties, including but not limited to, payroll, crew assignments, crew accommodation
Ensures compliance with waste management and reduction initiatives, including composting and recycling programs
Fosters a collaborative culture of service excellence
Drives the growth and development of all team members through recruitment, training, coaching, performance management, and recognition
Encourages a One Team approach by building strong cross-departmental relationships and champions corporate initiatives, identifying opportunities for innovation and continuous improvement and leading the implementation of new services
Focused on improving service delivery through regular service audits, team members' input, and guest feedback.
Participates in strategic Rocky Mountaineer projects as required and assists in the execution of the annual Guest Experience Operating Plan
Responsible for ensuring all equipment is properly maintained and handled
Responsible for the safety, security, and first aid of crew and guests onboard, tracking and investigating all injuries/near misses.
When required, supports the Train Manager with the execution of emergency response.
Supports compliance of Transport Canada and Health Canada regulations