Guest Experience Manager Seasonal

Guest Experience Manager - Kamloops (Seasonal Full Time, January to November) Purpose

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.

• Manage the daily operations of the Train Station and/or Guest Centres to achieve exceptional guest satisfaction and representation of the RM brand.
• Manage daily decision-making and communications in conjunction with internal partners (i.e. Onboard, Systems Operations and Mechanical, Product Operations), and with external partners (i.e. motorcoach drivers and hotels and tour group directors (keep this for end-point destinations, not needed for Kamloops)) to ensure timely delivery of luggage, arrival/departures of train and efficient detraining/boarding of guests.
• Coordinate motorcoach and taxi logistics to ensure efficient and timely transfer of guests.
• Ensure guest requests or issues are accurately documented and resolved in a timely manner with an exceptional level of guest service.
• Be the main point of contact at the station for external partners and contractors, ensuring they meet the requirements of the RM brand by resolving issues as needed.
• Ensure the aesthetics of the Station and Guest Centres are maintained in keeping with RM guest excellence standards.
• Represent RM at public functions to support the RM brand as required.
• Be well versed in RM products and respond knowledgeably to guest questions related to their journey.
• Implement standardized guest experience policies, practices, and procedures to ensure consistency of the RM brand.
• Develop and maintain relationships in keeping with RM’s guest experience excellence standards, including meetings pre and post season, throughout season, and/or training with hotel partners, transportation companies, and suppliers.

• Manage the destinations team to maintain high engagement and guest satisfaction.
• Be present with the frontline team, providing a forum for ideas and efficiency improvements, and implementing changes where appropriate.
• Serve as a role model by demonstrating RM values and adhering to policies, processes, and service standards and ensure team members represent the RM brand in line with the Uniform and Appearance Policy.
• Build a strong team through motivation, recognition, and coaching, meeting work goals and operating standards.
• Identify seasonal staffing needs and ensure appropriate staffing levels within budget and shift constraints.
• Recruit, onboard, train, coach, and mentor team members, supported by P&C, to meet guest excellence and operational standards and provide ongoing cross-training to ensure operational continuity and consistency.
• Prepare weekly shift schedules, minimize overtime, and maintain payroll and time records within budget guidelines.
• Ensure all team members understand RM’s strategic plan, key business metrics, and their role in success.
• Work towards achieving KPI and Net Promoter Score targets.
• Act as a communication link between head office and team members, relaying timely information on events, scheduling, policies, and procedures.
• Maintain records of discussions, training completion, and performance management in line with RM’s standards.
• Lead goal-setting meetings and conduct performance reviews, documenting accordingly.
• Ensure expenditure aligns with budgets and RM policies.
• Play an active role in future operational planning to ensure continual improvement of Rocky Mountaineer’s operations, people and guest experience.
• Create, update, and ensure compliance with standard operating procedures (SOPs).
• Perform other duties as required for effective station management.

• Ensure all…