Hospitality Manager

7 days ago

Vancouver, British Columbia, Canada Rocky Mountainer Full time
Attention all hospitality managers We're seeking a highly motivated individual to join our team as Train Manager.

This position is accountable for the delivery of guest service excellence onboard the Rocky Mountaineer (RM).

The Train Manager is an experienced people leader who role models the values and culture of the organization and supports team members through training, coaching and performance management.


The Train Manager is responsible for ensuring a seamless operation, leading team members that work onboard the train and is accountable for the implementation of service and safety standards, programs and processes enabling RM to create life change experiences.

Key Areas of Accountability

Lead the service delivery onboard the train

  • Manage delivery of all onboard services to ensure guest expectations are met or exceeded
  • Support delivery of effective and efficient solutions to resolve guest issues and concerns
  • Support training and coaching on all aspects of onboard service delivery
  • Ensure effective delivery of all guest messaging and communication
  • Ensure high standards and consistent delivery of all areas of service
  • Support the onboard crew members to deliver an outstanding guest experience
Provide a safe and respectful workplace for onboard team members

  • Exhibit RM's values: "Create Meaningful Moments", "Be One Team", Achieve Extraordinary Outcomes."
  • Ensure team members comply with company policies, procedures and service standards throughout the train trip and at all destinations
  • Manage onboard leadership team member performance
  • Lead goal setting and action plan creation meetings with team members
  • Complete mid and end of season performance reviews for GSMs and ensure all onboard performance reviews are completed on time
  • Document performance management and audit discussions in accordance with RM's performance management standards
  • Participate in the recruitment, orientation, and training of onboard team members as required
  • Build strong relationships with frontline team members, managers and with internal partners and stakeholders
  • Act as a conduit between corporate office and the onboard team by communicating timely and accurate information about upcoming events, crew scheduling, RM policies and procedures
  • Attend Train Manager meetings and participate on special project teams as required
  • Assist in managing crew scheduling and crew accommodation
Adhere to RM's safety and security standards

  • Know, understand, and execute on all safety, security and emergency response standards and procedures
  • Conduct audits to ensure compliance with safety programs
  • Manage day to day crew assignments and associated administrative requirements
  • Identify and report safety hazards and concerns
  • Be proactive in building awareness and enhancing a culture of workplace safety
  • Participate in EOC training and debriefs
  • Investigate all workplace accidents and complete the necessary paperwork in a timely and accurate manner
  • Attend health and safety meetings as required
  • Respond to first aid and medical emergencies in a professional and calm manner; provide first aid support in accordance with training and certifications
  • Lead the development and execution of onboard response plans during an irregular operation or emergency
  • Communicate all onboard defects in accordance with the standard operating procedure, and follow up with Rail Operations as required
This position is deemed Safety Sensitive.

This position requires the incumbent to periodically access an active railway area where impaired performance could result a significant incident affecting the health and safety of team members, guests, team members, the public, property, or the environment.


Qualifications:

Education / Certifications / Licenses

  • Undergraduate degree in hospitality/tourism management, or a combination of technical certification and experience
  • BC Food Safe (Level 2) is preferred
  • Serving It Right (SIR) / ProServe
Experience

  • 8+ years people leadership experience including at least 5 years leading large teams (50+ team members)
  • 5+ years' experience working in the hospitality/tourism industry in a guest facing environment

Skills:

  • Advanced influencing skills and ability to establish and build relationships at all levels of the organization
  • Advanced interpersonal, leadership and problemsolving skills and adept at dealing with guest issues and managing conflict
  • Advanced verbal and written communication skills
  • Solid time management and administrative skills and proficiency in using Microsoft Office
  • Solid ability to multitask and willingness to take initiative, exhibit strong selfleadership skills, resilient, adaptable and willing to embrace change
  • Solid organizational skills and strong attention to detail
  • Solid knowledge and understanding of POS Systems
  • Advanced stress management skills and ability to cope with a fast paced, continuously changing work environm

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