Station Manager

4 weeks ago

Vancouver, Canada Rocky Mountainer 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.

Reporting to the Senior Manager, Guest Experience - Vancouver, 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 station 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 hearth 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 within budget and cost per guest targets.

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, hotels and tour group directors) 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.
- Develop strong relationships with sightseeing tour partners including liaising and coordinating guest needs.
- 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 pre and post-season meetings and/or training with hotel partners, transportation companies, and suppliers.
- Review service levels of external partners (i.e. hotels, transportation companies, restaurants) for quality assurance purposes throughout the season and make recommendations for improvement; following up as required to ensure recommendations are implemented.
- Ensure the aesthetics of the station/siding are maintained in keeping with RM guest excellence standards.

Leadership and Engagement
- Manage station 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 employees supported by Human Resources and provide position specific training.
- Prepare weekly shift schedules to ensure efficient station operation within budget guidelines, minimizing overtime requirements.
- Identify seasonal staffing requirements ensuring appropriate staffing levels are maintained within challenging shift requirements, seasonal turnover, and budget guidelines.
- 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 t

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