Guest Services Manager; Seasonal

Position: Guest Services Manager (Seasonal Full Time to October)

Job Details

Description

Armstrong Collective is the parent company of Rocky Mountaineer (RM) 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 Guest Services Manager (GSM) reports to the Train Manager and is accountable to the Senior Onboard Manager. The Guest Services Manager 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 rail journeys between Vancouver, Banff, and Jasper. The GSM is accountable for the execution of service and safety standards, programs, and processes.

This position is deemed Safety Sensitive. All onboard team members must adhere to and comply with onboard safety standards. This also includes reporting any violations and providing support in the event of an emergency. This position requires the incumbent to periodically access an active railway area where impaired performance could result in significant incidents affecting the health and safety of team members, guests, team members, the public, property, or the environment.

Key Areas of Accountability

Daily duties

Manages the delivery and execution of all onboard services in a timely manner to exceed guest expectations

Ensures the host team is following all established standards, SOP’s and Policies

Responsible for identifying, resolving and documenting guest issues and

Ensures effective delivery of messaging and communication to guests and crew

Administrative duties, including but not limited to, payroll, crew assignments, crew accommodation

Ensures compliance with waste management and reduction initiatives, including composting and recycling programs

Leading the onboard team

Fosters a collaborative culture of service excellence

Drives the growth and development of all team members through recruitment, training, coaching, performance management, and recognition

Encourages a One Team approach by building strong cross-departmental relationships and champions corporate initiatives, identifying opportunities for innovation and continuous improvement and leading the implementation of new services

Focused on improving service delivery through regular service audits, team members' input, and guest feedback.

Participates in strategic Rocky Mountaineer projects as required and assists in the execution of the annual Guest Experience Operating Plan

Maintaining Health and Safety Standards

Responsible for ensuring all equipment is properly maintained and handled

Responsible for the safety, security, and first aid of crew and guests onboard, tracking and investigating all injuries/near misses.

When required, supports the Train Manager with the execution of emergency response.

Supports compliance of Transport Canada and Health Canada regulations

Qualifications
Education / Certifications / Licenses

Undergraduate degree in hospitality/tourism management is preferred, or post-secondary with a combination of technical certification and experience

BC Food Safe certification; is required

Serving It Right (SIR) or Proserve; is required

Valid First Aid & CPR/AED certification is an asset

Valid BC Driver’s License; is an asset

Fluency in English language

Fluency in additional languages is an asset

Valid form of  domestic travel requirements (passport, driving license, etc.)

Experience

5+ years’ leadership experience including at least 3 years leading medium (20+) sized teams

5+years’ experience working in the hospitality/tourism industry, or similar guest facing environment

Previous experience in a luxury restaurant or hotel operation is an asset

Skills & Attributes

Demonstrates a polished leadership style, disciplined work ethic, and strong emotional intelligence

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