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Station Manager
6 months ago
**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.
Reporting to the Senior Manager, Guest Experience, the Station Manager is accountable for ensuring representation of the RM brand and exceptional guest experience in the destination and through effective management of station operations. The Station Manager oversees the Destinations Team, local providers and liaises with hotel and tour partners to coordinate guest and luggage transfers, superior guest experience, and appropriate station and train aesthetics in keeping with the RM brand.
This role is the eyes and ears of Rocky Mountaineer ‘on the ground’ and is responsible for delivering on our purpose, to create life-changing experiences, for both guests and team members in assigned locations. This encompasses people leadership and engagement, oversight and continuous improvement of station operations, and ensuring the health and safety of all guests and team members. Accountable for guest experience and KPIs, the Station Manager proactively identifies opportunities and fosters strong relationships with key internal teams and external partners to ensure a seamless delivery of the guest experience both at and away from the station.
**Key Areas of Accountability**
**Guest Experience**
- Manage the daily operations of the station to achieve exceptional guest satisfaction and representation of the RM brand.
- Manage daily decision-making and communications in conjunction with internal partners (i.e. Onboard, Systems Operations and Mechanical, Product Operations), and with external partners (i.e. motorcoach drivers and hotels and tour group directors (keep this for end-point destinations, not needed for Kamloops)) to ensure timely delivery of luggage, arrival/departures of train and efficient detraining/boarding of guests.
- Coordinate motorcoach and taxi logistics to ensure efficient and timely transfer of guests.
- Ensure guest requests or issues are resolved in a timely manner with an exceptional level of guest service.
- Be the main point of contact at the station for external partners and contractors, ensuring they meet the requirements of the RM brand by resolving issues as needed.
- Ensure the aesthetics of the station and platform are maintained in keeping with RM guest excellence standards.
- Represent RM at public functions to support the RM brand as required.
- Be well versed in RM products and respond knowledgeably to guest questions related to their journey.
- Implement standardized guest experience policies, practices, and procedures to ensure consistency of the RM brand.
- Develop and maintain relationships in keeping with RM’s guest experience excellence standards, including meetings pre and post season, throughout season, and/or training with hotel partners, transportation companies, and suppliers.
**Leadership and Engagement**
- Manage destinations team to ensure a high level of team member engagement and guest satisfaction.
- Have a strong presence with frontline team members and provide a forum for ideas and discussion on areas of efficiency or improvement, as well as implementation, as appropriate.
- Be a role model for team members by demonstrating RM values and adhering to policies, processes, and service standards.
- Ensure team members effectively represent the RM brand by adhering to the standards established in the Uniform and Appearance Policy.
- Build a strong station team through effective motivation, recognition, and coaching to achieve work goals.
- Identify seasonal staffing requirements ensuring appropriate staffing levels are maintained within challenging shift requirements, seasonal turnover, and budget guidelines.
- Effectively orient new team members supported by Human Resources and provide position specific training.
- Prepare weekly shift schedules to ensure efficient station operation within budget guidelines, minimizing overtime requirements.
- Recruit, train, coach, and mentor team members to ensure operating and guest excellence standards are met.
- Provide ongoing training and coaching of team members, including cross training, to ensure continuity and consistency of operations.
- Ensure all team members are familiar with RM’s strategic plan and key business metrics, how the company is trending, and their role in driving success.
- Support the achievement of KPIs, Dashboard and, Net Promoter Score targets.
- Act as a conduit between corporate office and team members by communicating timely and accurate information about upcoming events, scheduling, RM policies and procedures.
- Maintain effective records of discussions with team members and training completion.
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