Guest Services Manager - Denver (Seasonal Full Time to November)

Armstrong Collective•Denver, CO

31d•$62,000 - $72,000•Onsite

About The Position

Armstrong Collective is the parent company of Rocky Mountaineer and Canyon Spirit, creators of 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. This is a seasonal full-time role based in Denver, Colorado, reporting to the Train Manager and accountable to the Senior Onboard Manager. The Guest Services Manager (GSM) 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 a three (3) day rail journey between Denver, CO, and Salt Lake City, UT. The GSM is accountable for the execution of service and safety standards, programs, and processes. This position is deemed Safety Alert. All onboard team members must adhere to and comply with onboard safety standards. This also includes reporting any violations or hazards to onboard management and providing support in the event of an emergency.

Requirements

Undergraduate degree or combination of technical certification and experience.
3-5+ years people leadership experience leading medium-sized teams (20+ team members).
5+ years' experience working in the hospitality/tourism industry in a 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 understanding, communicating, and influencing guest experience metrics
Physical endurance and emotional resiliency with the ability to adapt and work long days
Excellent interpersonal and problem-solving skills, and adept at dealing with guest issues and managing conflict.
Advanced stress management skills and ability to cope with a fast-paced, continuously changing work environment.
Ability to work independently and as part of a team.
Must be over 21 years old.
A valid, current U.S. Driver’s license required.
Exceptional physical endurance and emotional resiliency with the ability to work long days. Frequent stooping, lifting, kneeling, bending, crouching, and climbing.
Ability to lift and carry 40-plus pounds.
Able to travel away from home base for up to 6 days at a time.
Able to work weekends and holidays.
Must be legally allowed to work in the United States.

Nice To Haves

An undergraduate degree in hospitality/tourism management or relevant field is preferred.
Current or past certifications in food handling and/or alcohol service is preferred.
Experience working in a safety alert and railroad environment a plus.

Responsibilities

Makes immediate decisions in a high-pressure environment, impacting crew, guests and internal/external stakeholders.
Facilitates the execution of services encouraging teamwork and lateral service.
Provides and supports effective problem resolution and tracking of guest issues and concerns.
Drives the growth and development of all team members through recruitment, training, coaching, performance management, and recognition.
Fosters a collaborative culture of service excellence.
Identifies opportunities for innovation and actively leads change-management.
Ensure team members comply with company policies, procedures, and service standards throughout the train journey and at all destinations.
Execute administrative requirements of the role, including but not limited to preparing all culinary and safety audit materials, crew assignments, gather and compile guest information, inventory management and ordering, in line with budget.
Build strong relationships with front-line team members, managers, internal/external partners, and stakeholders.
Well versed in AC products and respond knowledgeably to guest questions related to their journey through continued learning and development.
Oversee the monitoring, review, and sign-off of storytelling levels for the Onboard Host team.
Ensure effective delivery of all guest messaging and communication.
Manage Onboard team members in delivering guest meals and beverages to specifications, ensuring consistent high-quality.
Participate in strategic Canyon Spirit projects and assist in the execution of the annual Guest Experience Operating Plan.
Actively engage with the various communication tools used across the company (i.e.: Microsoft Teams, Outlook, Connecteam, and SharePoint).
Provide a safe and respectful workplace for onboard team members that fosters a positive and engaging environment enabling the team to emulate AC’s vision and values of creating meaningful moments and achieving extraordinary outcomes for the guests.
Participate in, and support the recruitment, orientation, and training of the onboard team members as required.
Collaborate, communicate and coordinate with the Destinations teams relaying all guest information gathered, i.e.: hotel bedding requests, flight and rental car information, bag delivery preferences, activity requests, etc. to support a seamless arrival into each destination.
Understand rail operations, logistics and train movements, to anticipate and mitigate potential impact on guest services, crew and operations.
Adhere to Canyon Spirit’s safety and security standards so that hazards and concerns are mitigated/reduced for guests, team members, and partners.
Understand and execute all safety, security, and emergency response standards and procedures.
Identify and report safety hazards and concerns.
Communicate all Onboard defects in accordance with the standard operating procedure and follow up with the System and Operations (SOM) team as required.
Look for efficiencies within the operation.
Report all injuries and near misses in assigned railcars to the Train Manager and support the investigation of all workplace accidents.
Respond to first aid and medical emergencies involving guests and team members professionally and calmly; provide first aid support in accordance with training and certifications.
Complete all safety and security paperwork in a timely and accurate manner.
Ensure onboard team compliance with Alcohol Serving Safety Standards, Food Safety Standards & HACCP guidelines.

Benefits

Medical, Dental, Vision care, and Life Insurance
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.
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 2nd season)
Seasonal wage increases
Growth opportunities
Fun and inclusive team environment