Lead Guest Experience Specialist - Salt Lake City (Seasonal Part Time)

Rocky Mountaineer•Magna, UT

5d•$25•Onsite

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 The Lead Guest Experience Specialist (Lead GES) reports to the Guest Experience Manager. This position is responsible for providing excellence in guest satisfaction through direct service to guests at the assigned destination. The Lead GES is a problem-solving champion, empowered to make decisions on behalf of the company. Additionally, the Lead GES supports the Guest Experience Management Team in executing Ground Operations and will provide leadership and operational coverage in the absence of station management as required. As such, the Lead GES will learn and be involved in all aspects of station operations including training and coaching. This position is deemed Safety Alert 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

High School Diploma or GED equivalency required.
Valid U.S. Driver's License required.
Experience in tourism, hospitality, and/or customer service.
Demonstrates a polished leadership presence.
Professional communication skills, both verbal and written.
Confidence and competency with public speaking in front of large groups and/or on microphones.
Strong time management and administrative skills.
Ability to multitask and take initiative.
Ability to work independently and as part of a team.
Demonstrate a professional, accountable, and responsible work ethic.
Ability to work in a high volume and high demand environment.
Ability to handle difficult scenarios and conversations calmly, consistently, and professionally.
Highly organized with strong attention to detail.
Energetic, motivated, hardworking, and committed to guest service.
Proficient with MS Office applications (Word, Excel, Outlook, PowerPoint); experience with Teams an asset.
Ability to adapt to new technology and learn platforms.
Ability to safely lift 40 pounds and to repeatedly carry and safely load luggage into a transport truck.
Must be entitled to work in the USA for the full duration of the operating season (April-November).

Nice To Haves

Certificate in Tourism, Hospitality, Travel, or related field desired.
1-2 years of supervisory experience desired.
Familiarity in world class guest experience, and/or luxury brand an asset.
Experience with public speaking or engaging with an audience an asset.

Responsibilities

Work as part of Guest Experience Management to prepare, organize, oversee, and execute the daily operations to provide world-class service to guests and to deliver on RM's brand promise enabling the creation of life-changing experiences.
Be well versed in RM products and respond knowledgeably to guest questions related to their journey through continued learning and education.
Monitor and action communication channels (e.g. station email inbox, personal RM email, Grasshopper texts and calls, MS Teams, Connecteam).
Prepare documentation and reports concerning daily operations.
Maintain station supplies inventory (e.g. luggage tags, office supplies), communicating with the designated team members or partners to order and replenish as required.
Respond to questions and/or prepare manifests for hotel and tour partners, tour groups, and sightseeing tours.
Greet guests and accurately perform guest check-in duties.
Accurately document and communicate concerns from guests, Onboard team, internal and external partners, and resolve or escalate as required using RM's reporting tools.
Plan for special guest requirements, including accessibility needs; ensuring the team is appropriately directed and trained to provide specialized services required.
Order transportation (e.g. taxis, rideshares) as required.
Operate equipment for guests requiring mobility assistance (e.g., mobility lift).
Maintain station/siding and guest center aesthetics in line with the RM standard by cleaning the platform and public areas and restocking supplies.
Assist with station/siding traffic flow as required by guiding motor coaches, luggage trucks and directing guests and the public.
Perform safe tagging, sorting, counting, scanning, loading, unloading, and delivery of guest luggage, as well as preparing luggage reports and managing misdirected luggage.
Ensure safe boarding and offboarding vehicles, transportation to and from station/sidings, use of mobility equipment, movement around stations/sidings, and provide relevant safety commentary.
Escort guests by motorcoach/shuttle to and from partner hotels/sidings and provide commentary en route.
Assist or step in as an On-Duty Manager whenever required to run daily operations in the absence of a Guest Experience Manager.
Provide local restaurant and activity recommendations, directions, and assistance to guests.
Foster a safe and respectful workplace for team members that promotes a positive and engaging environment enabling team members to live and breathe RM's vision and values.
Ensure team members comply with company policies, procedures, and guest experience standards.
Provide supervision, training, and oversight of team to ensure operating and guest excellence standards are met.
Assist Guest Experience Management with team recognition programs.
Effectively communicate with team members through various channels including verbal, phone, text, email, and proper use of radio communication.
Provide supervision and direction to the team, assign duties, communicate the operational requirements, and monitor the performance of all assigned duties to ensure effective utilization of team.
Work with Guest Experience Management to enhance standard operating procedures by participating in meetings and recommending improvements to RM's guest experience program.
Audit team members, partners, and operations to provide feedback and improve performance and guest experience where required.
Build strong relationships with front-line team members, and internal/external partners.
Help build a strong Destinations Team through effective motivation, recognition, and coaching of team members to achieve goals.
Support Guest Experience Management in the development and execution of recruitment, orientation, and training of team members.
Support the achievement of KPIs, Guest Experience Rating, and Net Promoter Score targets.
Public speaking in front of large groups and/or on microphones, as required.
Effectively represent the RM brand, by adhering to and ensuring the standards established in the Uniform and Appearance Policy.
Adhere to RM's safety and security standards so that safety hazards and concerns are mitigated/reduced for RM guests, team members, and partners.
Be proactive in building awareness and enhancing a culture of workplace safety.
Assist station management in the execution of Destinations safety and emergency response procedures during irregular or emergency operations which could require travel to other locations.
Report all injuries and near misses to the On-Duty Manager and support the investigation of all workplace accidents as well as the completion of the necessary paperwork in a timely and accurate manner.
Attend health and safety meetings during the regular season as required.
Conduct audits to ensure compliance with safety programs.

Benefits

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.
Business travel accident insurance and business travel emergency medical insurance
Vacation time, sick time, and company holiday pay
401(k) plan (employee contributions only)
Two annual complimentary rail pass (beginning your 2 nd season)
Friends and family rail tickets and packages discount
Seasonal wage increases
Growth opportunities
Fun and inclusive team environment
The company 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