Guest Services Manager; Seasonal

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

Join to apply for the Guest Services Manager (Seasonal Full Time - February to November) role at Rocky Mountaineer

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.

• 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…