Lead Guest Experience Specialist - Vancouver (Seasonal Full Time until October)

Armstrong Collective•Vancouver, BC

23h•Onsite

About The Position

Lead Guest Experience Specialists (LGES) play a crucial role in ensuring the smooth operation of our Stations and Guest Centres by providing leadership and support to our teams on a daily basis. You will be our teams’ go-to person when issues arise and help team members overcome challenges to ensure we can still deliver life-changing experiences to our guests. You will also support the Guest Experience Managers with various administrative duties that help us seamlessly execute our operations. This position is deemed Safety Sensitive since regular access to an active railway area is required. The Lead GES is part of the Destinations Ground Operations (DGO) team responsible for the health and safety of colleagues, guests, the public, property, and the environment.

Requirements

Valid Class 5 AB or BC Driver’s License with demonstrated safe driving record, required
Must be legally authorized to work in Canada through the end of the season (until mid-October)

Nice To Haves

Certificate in Tourism, Hospitality, Travel or related field an asset
Second language an asset
Experience in tourism, hospitality, and/or customer service an asset
1-2 years of supervisory experience desired
Experience using CRM systems (particularly Salesforce) an asset
Confident public speaking, including large groups and microphones
High attention to detail and organization
Energetic, motivated, and committed to guest service
Competent using Microsoft Office (Outlook, Word, Excel, Teams)
Ability to handle difficult scenarios and conversations in a calm, consistent and professional manner

Responsibilities

Work as part of our Destination leadership team to prepare, organize, oversee, and execute the daily operations of our Stations and Guest Centres.
Work closely alongside other internal teams and external partners either in-person or via MS Teams, Email, Phone to pass along information, resolve issues and ensure our guests have a memorable experience.
Prepare documentation and reports ahead of our daily operations to assist in the smooth execution of our operations. Monitor communications channels to respond to enquiries in a timely manner and ensure our Stations and Guest Centres are always stocked with the necessary supplies.
Using our CRM system, ensure that all guest inquiries/issues are being actioned and resolved in a timely manner and in a fashion that upholds the Rocky Mountaineer standards and expectations of our guests.
Lead our teams through the smooth operation of our trains arriving and departing which includes motor coach transfers to/from the station, luggage handling, aiding guests with mobility requirements and ensuring the safety of all team members and guests during train embarkation/disembarkation, boarding/deboarding of motor coaches, and navigating through our railyards, stations and parking lots.
Provide training to new/returning team members as well as ongoing coaching throughout the season to ensure we are delivering best-in-class service to our guests and continually develop our team members.
Ensure Rocky Mountaineer consistently delivers a top-notch guest experience by regularly auditing team members, partners and our operations and providing feedback where necessary.
Assist or step in as an On-Duty Manager whenever required to run daily operations in the absence of a Manager.
Help us build a motivated team and make Rocky Mountaineer a great place to work by building great relationships with team members, providing effective recognition and assisting team members throughout their time working with us.
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.