Whistler Guest Experience Specialist

6 months ago

Whistler, 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

As a Guest Experience Specialist (GES), you're not just part of our team; you're the architect of unforgettable journeys. Your role is pivotal in weaving the magic that turns a trip into a lifetime memory for our guests. This is an exciting part-time opportunity for you to showcase your passion for service greatness.

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.

Exciting part-time opportunity, flexible hours that can complement other work commitments and a great addition to your resume

**Shifts on the following days**:
Saturdays - from 10AM to 1:30PM

Sundays - from 6AM - 9AM

Key Areas of Accountability

Guest Experience

**Welcome & Care for Guests**: Be the go-to person for all things Whistler, where you can share your expertise and passion for our amazing mountain village.
**Smooth Transfers**: Ensure seamless transitions for our guests, guiding them to and from the train.
**Communication and Problem Solving**: Be the problem solver for guests, ensuring that their concerns are addressed with care and efficiency.
**Special & Mobility Guest Requirements**: Play a crucial role in tailoring experiences for guests with special requirements, ensuring that their journey is comfortable and memorable.
**Luggage Management**: Manage the journey of our guest luggage with care, making sure every guest's belongings are safely handled.
**Hotel Key Management**: Assist in the smooth transition of our guests by managing hotel keys.
**Guest Transportation**: Occasionally transport guests and team members, making every journey within Whistler an extension of the Rocky Mountaineer experience.
**Station Aesthetics**: Take pride in maintaining the high standards of cleanliness at our station, creating a welcoming environment for everyone.
**Safety and Boarding Operations**: Ensure the safety and comfort of our guests during boarding and offboarding of our train.

Engagement

**Cultivate a Thriving Work Environment**: Foster a safe and respectful workplace atmosphere where every team member feels valued and empowered to embody the Rocky Mountaineer spirit.
**Communication**: Connect and collaborate effectively with the rest of the team, from face-to-face chats to digital communication.
**Brand Ambassador**: Embody and uphold the Rocky Mountaineer brand with pride.
**Enhance Employee & Guest Experience**: Work alongside station management to refine our operations. We foster a work environment where all ideas to elevate our experience to new heights are welcome.

Safety and Security

**Safety Champion**: Take a leading role in maintaining our high safety and security culture at Rocky Mountaineer. Work to create a secure and safety-conscious environment for our guests and staff.
**Incident Reporting**: Be a responsible point of contact for reporting any health & safety incidents to management.

**Qualifications**:
Education/Certifications/Knowledge

Valid AB or BC Driver's License with demonstrated safe driving record an asset.
Second language an asset

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 unique 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

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