(Seasonal Part Time - March to October 2024) Rocky Mountaineer Jasper, AB $25.05 an hour - Part-time Job details Pay $25.05 an hour Job type Part-time Shift and schedule Overtime Weekends as needed Morning shift Benefits Pulled from the full job description Commuter benefits Full job description Purpose Rocky Mountaineer (RM) is the world’s largest privately-owned luxury passenger rail service. We are committed to living our values: Create Meaningful Moments, Be One Team, Achieve Extraordinary Outcomes. We endeavor to foster a work environment of respect, integrity, and honesty; where diversity is valued, and talent is developed to the benefit of the individual and the company The Lead Guest Experience Specialist (Lead GES) reports to the Station Manager / Senior Manager, Guest Experience. 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 Station 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 Sensitive 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. Important Timelines If selected to move forward in our recruitment process, successful candidates will be contacted via email between December 2023 and February 2024. Interviews will begin in February 2024 and position is scheduled to start in March 2024. Please keep an eye on your email and junk mail for further updates. Part-time shifts available in the mornings (between 6am and 12pm) and evenings (between 3pm and 9pm). Key Areas of Accountability Guest Experience Work as part of Station Management to prepare, organize, oversee, and execute the daily operations of the station Be well versed in RM products and respond knowledgeably to guest questions related to their trip Monitor and action communication channels (e.g. station email inbox, personal RM email, voice messages, Telegram, MS Teams) Work with Guest Experience Centre (GEC), team members on the train, and external partners to resolve guest concerns in a timely and professional manner 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 from external partners. Greet guests and accurately perform guest check-in duties Accurately document and communicate concerns from guests, team members on the train, internal and external partners, and resolve or escalate as required Liaise with on-board team and GEC, in planning for special guest requirements, including accessibility, and/or overnight needs; ensuring the team is appropriately directed and trained to provide specialized services required Order transportation (e.g. taxis, ride share) as required Maintain station/siding aesthetics in line with the RM standard by cleaning 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 public Perform safe tagging, sorting, scanning, loading, unloading, and delivery of guest luggage, as well as preparing luggage reports and managing misdirected luggage Preparation of motorcoach manifests and verification of guest counts Assist guests with safe boarding and offboarding of 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/from partner hotels/sidings, and providing commentary enroute when required Escort guests on transfer and provide commentary enroute as required Assist or step in as an On-Duty Manager whenever required to run daily operations in the absence of a Station Manager Coordinate the collection, sorting, and distribution of guest hotel room keys prior to train arrival Transportation of guests and team members with use of Rocky Mountaineer vehicles Leadership and Engagement 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. 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 station 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, managers and with internal and external partners Help build a strong Destinations Team through effective motivation, recognition, and coaching of team members to achieve goals Support Station Management in development and execution of recruitment, orientation, and training of team members Effectively represent the RM brand, by adhering to and ensuring the standards established in the Uniform and Appearance Policy Safety and Security 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 completions of the necessary paperwork in a timely and accurate manner Attend health and safety meetings during the regular season as required Conduct safety and hazard assessment audits every shift to ensure compliance with safety programs Qualifications Education/Certifications/Knowledge Certificate in Tourism, Hospitality, Travel or related field desired Valid AB or BC Driver’s License with demonstrated safe driving record Second language desired Experience Experience in tourism, hospitality, and/or customer service desired 1-2 years of supervisory experience desired Skills 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 in a calm, consistent and professional manner Highly organized with strong attention to detail Energetic, motivated, hardworking and committed to guest service Proficient with MS Office applications (Word, Excel, Outlook, PowerPoint) Ability to adapt to new technology and learn platforms Work Environment/Physical Requirement Schedule regularly includes early mornings, evenings, weekends, and split shifts as per train arrival/departure schedules. Overtime may be required for irregular operations or delays Requires work in a Safety Sensitive environment including railway tracks, moving trains, and other vehicles Requires outdoor work in a variety of weather conditions Must be legally authorized to work in Canada for the full duration of the operating season (April-October) Ability to safely lift 50 pounds and to repeatedly carry and safely load luggage into a transport truck Must be 18 of age or older to apply Perks and Benefits Health Care Spending Account (starts at $300) Up to 50% discount in Rocky Mountaineer rail tickets and packages Annual complimentary rail pass (beginning 2nd season) Seasonal wage increases Exclusive discount with various partners on Perkopolis Growth opportunities Fun and inclusive team environment Hourly wage: $25.05/hour Please ensure to opt-in for text messages when you apply in order to receive interview updates This job description is not exhaustive of all duties and will encompass additional duties assigned. Responsibilities, title, reporting structure and duties may be changed in response to business requirements.
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