Lead Guest Experience Specialist

3 days ago

Vancouver, Canada Rocky Mountaineer Full time

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.
The Lead Guest Experience Specialist (Lead GES) reports to the Station Management Team.
This position is responsible for providing excellence in guest satisfaction through direct service to guests at the assigned destination. The Lead GES is a problem-solving champion, empowered to make decisions on behalf of the company. Additionally, the Lead GES supports the Station Management Team in executing Ground Operations and will provide leadership and operational coverage in the absence of station management as required. As such, the Lead GES will learn and be involved in all aspects of station operations including training and coaching.
This position is deemed Safety Sensitive since regular access to an active railway area is required. The Lead GES is part of the Destinations Ground Operations (DGO) team responsible for the health and safety of colleagues, guests, the public, property, and the environment.

**Key Areas of Accountability**

**Guest Experience**
- Work as part of Station Management to prepare, organize, oversee, and execute the daily operations of the station.
- Be well versed in RM products and respond knowledgeably to guest questions related to their trip
- Work with Guest Experience Centre (GEC), Onboard team, and external partners to resolve guest concerns in a timely and professional manner.
- Prepare documentation and reports concerning daily operations
- Maintain station supplies inventory (e.g. luggage tags, office supplies), communicating with the designated team members or partners to order and replenish as required
- Respond to questions from external partners
- Greet guests and accurately perform guest check-in duties
- Accurately document and communicate concerns from guests, Onboard team, internal and external partners, and resolve or escalate as required
- Liase with Onboard team and GEC in planning for special guest requirements, including accessibility and/or overnight needs; ensuring the team is appropriately directed and trained to provide specialized services required
- Order transportation (e.g. taxis, ride share) as required
- 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 managing misdirected luggage
- Preparation of motorcoach manifests and verification of guest counts
- Assist guests with safe boarding and offboarding of vehicles, transportation to and from station/sidings, use of mobility equipment, movement around stations/sidings, and provide relevant safety commentary
- Escort guests by motorcoach/shuttle to/from partner hotels/sidings, and providing commentary enroute when required
- Escort guests on transfer and provide commentary enroute as required
- Assist or step in as an On-Duty Manager whenever required to run daily operations in the absence of a Station Manager
- 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.
- Provide supervision and direction to the team, assign duties, communicate the operational requirements, and monitor the performance of all assigned duties to ensure effective utilization of team
- Work with station management to enhance standard operating procedures by participating in meetings and recommending improvements to RM’s guest experience program
- Audit team members, partners, and operations to provide feedback and improve performance and guest experience where required
- Build strong relationships with front-line team members, managers and with internal and external partners
- Help build a strong Destinations Team through effective motivation, recognition, and coaching of team members to achieve goals
- Support Station Management in development and execution of recruitment, 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

**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 oth

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