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Guest Experience Training Specialist

1 month ago

Vancouver, Canada Rocky Mountaineer Full time

**Purpose**
The Guest Experience Training (GET) Specialist reports to the Manager, Guest Experience Training.
This job 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.
**Key Areas of Accountability**
**Training - Program Design & Development**:

- Contribute and design end to end learning and development programs, workshops, tools and curriculum for team members including apprentice programs.
- Provide guidance and support to the GET coordinators.
- Ensure training programs meet applicable regulatory requirements.
- Leverage technology to build effective content and delivery of training utilizing the LMS and e-learning methods.
- Develop and maintain role-based curriculum and training matrices.
- Develop train the trainer programs for business unit technical SMEs.
- Create processes and procedures for L&D and training functions.
- Provide input on learning development strategy and annual training plans.
- Work with relevant stakeholders, develop people programs relating to Guest Experience training and learning & development.
- Implement stakeholder communications plans to engage business unit leaders and technical SMEs.
- Work with People & Culture’s Learning & Development team on opportunities to optimize resources.

**Facilitate Technical Training, Learning & Development Programs**:

- Facilitate and support classroom and field training during preseason and in season operations in person or remotely; including presentations, workshops, small group exercises, role plays, and so on.
- Deliver train the trainer programs and support technical SMEs in facilitation and training.
- Build and maintain collaborative relationships with client groups to support quality training experiences.
- Conduct remote e-learning sessions through LMS platforms and create libraries of recorded content.
- Support monitoring and auditing of training effectiveness.
- Work with client groups to develop clear and effective training related communications.

**Safety Knowledge and Expectations**:

- Understand, follow safety regulations, rules, policies, procedures, and instructions applicable to the workplace.
- Ensure unsafe working conditions and safety hazards are being reported.
- Ensure all injuries, accidents and near miss incidents are being reported.

**Qualifications**
**Education / Certifications / Knowledge**
- Degree, diploma or certification in Adult Education or equivalent learning & development work experience
- Certifications in Lumina Learning or other psychometric assessment tools; is an asset
- Culinary Red Seal; is an asset

**Experience**
- Demonstrated passion for training and supporting team members to acquire the skills and knowledge to successfully and safety perform job duties and responsibilities
- 2+ years’ experience in designing a broad range of training programs in a complex operational environment
- Proven ability to effectively facilitate training for seasonal and full-time team members across multiple business units

**Skills**
- Proficiency in the governance and functionality of one or more learning management (LMS) and e-learning systems
- Proficient in Microsoft platforms including Outlook, SharePoint, PowerPoint and Excel
- Exemplary communication and facilitation skills - High energy presenter that can tailor delivery style for diverse client groups
- Ability to influence and excellent interpersonal communication skills
- Strong technical writing skills and verbal communication skills (including delivery of presentations)
- Strong project management and process development skills

**Attributes**
- Ability to manage and adapt to change - processes, programs, systems
- Team player with ability to coach, motivate and engage teams with a diplomatic approach to interpersonal challenges
- Possess a positive attitude and collaborative approach to developing relationships
- Aptitude for technology, can easily adapt to new systems
- Ability to exercise tact and discretion, and can be entrusted with confidential information
- Exceptional time management and organizational skills with the ability to prioritize and complete tasks on time and in detail
- Creative thinking and problem-solving skills
- Ability to make decisions, take action, and find ways of continuously improve the learning and development experience
- Comfortable working in a high paced, demanding environment with multiple client groups

**Work Environment**
- Vancouver based office with remote opportunities. Expect heavy travel onboard the train or to our Stations from March through October which will require applicant to be away from home
- Ability to travel to USA and Canada

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