Guest Experience Specialist

2 weeks ago

Jasper, Canada Rocky Mountainer Full time
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 Guest Experience Specialist (GES) reports to the Station Manager.

This position is responsible for providing excellence in guest satisfaction through direct service to guests at the assigned destination. The GES is a problem-solving champion, empowered to make decisions on behalf of the company.

This position is deemed Safety Sensitive since regular access to an active railway area is required. The GES is part of the Destinations Guest Operations (DGO) team, responsible for the health and safety of colleagues, guests, the public, property, and the environment.

Part-time shifts available in the mornings (between 6am and 12pm) and evenings (between 3pm and 9pm).

Key Areas of Accountability Guest Experience


• Execute the daily operations of the station to provide world-class service to guests


• 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, MS Teams)


• Prepare documentation, manifests, supplies, and check-in/scanning equipment for daily operations


• Greet guests, accurately perform check-in duties, answer questions, and provide direction to ensure smooth transfers to/from the train


• Accurately document and communicate concerns from guests, , team members on the train, internal and external partners, and resolve or escalate as required


• Deliver special guest requirements, including accessibility needs, as required


• Order transportation (e.g. taxis, ride share) as required


• Operate equipment for guests requiring mobility assistance (e.g., mobility lift)


• 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 assisting with misdirected luggage


• Ensure safe boarding and offboarding vehicles, transportation to and from station/sidings, use of mobility equipment, movement around stations/sidings, and provide relevant safety commentary


• Deliver clear and professional announcements to guests


• Escort guests by motorcoach/shuttle to/from partner hotels/sidings, and providing commentary enroute when required


• Assist in the collection and sorting of guest hotel keys prior to train arrival


• Occasional 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.


• Effectively communicate with team members through various channels including verbal, phone, text, email, and proper use of radio communication


• Build strong relationships with peers, managers and with internal and external partners


• Support Station Management in execution of 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


• Participate in building a strong Destinations Team through peer recognition, motivation, and working towards achieving goals


• Work with station management to enhance standard operating procedures by recommending improvements to RM's guest experience program

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 completion of the necessary paperwork in a timely and accurate manner

QualificationsEducation/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

Skills


• 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


• 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


• Ability to safely lift 50 pounds and to repeatedly carry and safely load luggage into a transport truck


• Must be legally authorized to work in Canada for the full duration of the operating season (April-October)


• Must be 18 years of age or order 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 your 2nd season)


• Seasonal wage increases


• Exclusive discount with various partners on Perkopolis


• Growth opportunities


• Fun and inclusive team environment

Hourly wage: $21.80/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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