Senior Onboard Manager

Rocky Mountaineer•Denver, CO

8d•$105,000 - $110,000

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. This is a year-round role based in Denver, Colorado with weekly travel from Denver to Salt Lake City on our trains during our operating seasons. The Senior Onboard Manager reports to the Director, Guest Experience. This position is accountable to oversee all onboard operations for our Rockies to the Red Rocks (“RTR”) route. This position is deemed Safety Alert. This position requires the incumbent to periodically access an active railway area where impaired performance could result a significant incident affecting the health and safety of team members, guests, team members, the public, property, or the environment.

Requirements

Undergraduate degree in hospitality/tourism management is preferred, or post-secondary with a combination of technical certification and experience
Food Handling certification is required
First Aid & CPR/AED certification is an asset
Valid Driver's License is required
8-10 years of leadership experience in tourism industry or operations required
5+ years' experience working in the hospitality/tourism industry in a guest facing environment
Experience creating and implementing business plans for multiple teams
Experience leading groups of 100+ employees
Excellent communication skills
Solid ability to influence in all levels of an organization
Technical proficiency in Microsoft office products
Safety alert environment with exposure to railway operations
Able to travel away from home base for up to 6 days at a time
Occasional outdoor work in a variety of weather conditions
Must be able to push, pull, lift and carry up to 50 pounds
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 work weekends and holidays.
Must be legally allowed to work in the United States.

Nice To Haves

First Aid & CPR/AED certification is an asset

Responsibilities

Provide leadership, guidance and support in all aspects of Onboard Management, Operations for Front of House, and Culinary teams.
Promote crew engagement through the creation and implementation of team recognition programs.
Foster teamwork, collaboration and accountability onboard, while empowering team members to achieve individual and department goals.
Drive a culture of service excellence by enlivening the Service Fundamentals and Onboard Standards.
Enhance workplace culture, reflecting the values of Canyon Spirit while promoting a “One Team” mindset.
Champion and communicate new and existing programs, processes and initiatives, with a focus on continuous improvement.
Support recruitment, onboarding, training and development of new and existing team members, including succession planning and identifying future workforce needs.
Ensure successful execution of pre-season training and collaborate in the development and delivery of training modules for onboard service (in partnership with the Guest Experience Training team).
Champion intra- and inter-departmental team building initiatives, establishing strong working relationships and effectively communicating with stakeholders.
Responsible for the professional development of the Train Manager's through regular performance management, goal planning and reviews.
Ensure team engagement through regularly scheduled in season crew socials.
Accountable for the promotion of positive safety behaviors leading to the reduction of accidents, injuries, and illnesses.
Proactively identify, report, and eliminate safety hazards and escalate as required.
Engage onboard leadership in a culture of safety through audit, coaching and training.
Support Workplace Health and Safety Committee activities and initiatives.
Oversee onboard safety training and emergency preparedness including adherence to the onboard SMS program.
Participate as necessary in CS Emergency Response Management Plans.
Oversee development, revision and adherence to SOP's.
Drive understanding and use of guest metric reporting, providing leadership, coaching and support to the Onboard team to improve guest experience.
Act as the main contact for Destinations, GEC, Rail Operations, Sales, Marketing, and Product Operations regarding guest issues.
Work with Research & Analytics team to measure outcomes of change initiatives and make recommendations
Innovation, redefining Onboard Guest Experience
Manage Onboard document library for service standards, storytelling and processes.
Monitor feedback from Onboard teams and guests, and follow up on “pain points.”
Ensure the train is provisioned to standard in partnership with Onboard Management and Logistics Teams.
Partner with the Director, Guest Experience to give direction to Procurement on product selection.
Support menu development in collaboration with the Director, Culinary Strategy and Chef de Cuisine.
Drive consistency, accountability, and standards across trains.
Champion intra and interdepartmental team building initiatives by establishing strong working relationships and effectively communicating with internal and external partners.
Champion and communicate change initiatives within both Onboard operations and Armstrong Collective (AC). Empower team members to take ownership and accountability for achieving individual and department goals.
Participate in Monthly variance meetings.
Act as a conduit between the team and Planning and Logistics, Payroll, and Finance (Service Fees).
Payroll tracking and analysis.
Identify and act on opportunities to create business efficiencies and cost savings.
Closely monitor ordering for onboard supplies, consumables and operating items.
Lead communication with train leadership in conjunction with the Planning and Logistics team as it pertains to scheduling in Connecteam.
Oversee all onboard administration.
Responsible for delegation and completion of all projects under the Onboard team
Lead team goal setting and action plans
Manage Onboard Environmental Program Execution for the team
Represent the Onboard team on special project teams at AC

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