Whistler Guest Experience Specialist

2 weeks ago

Whistler, Canada Rocky Mountaineer 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 available on the following days between 3h and 6h:
Wednesday - from 3pm

Thursday - from 10am and/or 1:30pm

Saturday - from 9:45am

Sunday - from 6am

**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 operation

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