Manager, Guest Experience Centre

7 months ago

Vancouver, Canada Rocky Mountaineer Full time

**Purpose**

Reporting to the Director, Global Reservations, this position on the Global Reservations Team plays a key role in delivery of service excellence for guests during travel and post-travel. It is responsible for the development and delivery of guest care programs and management of the Guest Experience Centre (GEC). This role is a vital bridge between Guest Operations and Sales teams.

The overall accountabilities also encompass people leadership and engagement, oversight and continuous improvement of the guest experience centre and ensuring the health and safety of all guests and team members. Accountable for guest experience KPIs, this role proactively identifies opportunities and fosters strong relationships with key internal teams and external partners to ensure a seamless delivery of guest experience within budget and cost per guest targets.

**Key Areas of Accountability**

People Leadership:

- Actively coach and mentor GEC team members to instill a culture of ownership, achieve guest experience KPIs and lead an engaged and empowered team (through goal setting, regular 1:1s, coaching and reviews).
- Build and maintain a culture of guest care success through exceptional guest/partner service.
- Ensure your direct reports are familiar with Rocky Mountaineer’s strategic plan and key business metrics, how the company is trending and their role in driving success.
- Be a role model for team members by demonstrating Rocky Mountaineer values and adhering to policies, processes, and service standards.
- Oversee and support internal teams and your direct reports in pre-season preparation, the recruitment process, and the delivery of training programs.
- Ensure consistent team member performance management and create a pipeline of Leaders RM.
- Implement standardized policies, practices, and procedures to ensure consistency of the RM brand.

Guest Experience Center Operations:

- Create and successfully implement annual operating plan and assigned Standard Operating Procedures (SOPs) for the GEC as part of the Reservations Team, as well as Processes including, but not limited to, EOC events and goodwill gestures.
- Fiscal responsibility, accountability and participation in annual department operating and capital budgets.
- Own operational and organizational decisions impacting all team members and/or guests.
- Be proactive and responsive in improving the customer experience while balancing cost per guest.
- Represent RM at public functions or events to support the RM brand as required.
- Be a role model for team members by living the values and culture of the organization and adhering to policies, processes, and service standards.

Partner/Guest Relationships and Service Execution:

- Liaise with Sales, Product, GE and other internal departments to resolve and mitigate issues that impact the guests while in travel.
- Ensure that service goals, as established by the department, and the Company are met and exceeded
- Assist in designing the framework for a Guest Care Program focused on ensuring consistent, integrated, and seamless service delivery at each touchpoint of the guest journey (in-travel) while empowering team members to resolve guest issues at first point of contact and to create “WOW” moments.
- Work with all Guest Experience Leaders and our partners to implement Guest Care initiatives.
- Identify and act on opportunities within your department to improve efficiency and effectiveness of service delivery which includes standardizing processes and creating tools for our GEC reps.
- Participate in interdepartmental projects and committees as required.

Other
- Be proactive in building awareness and enhancing a culture of workplace safety.
- Support Guest Operations team during emergencies when required, including EOC response
- Provide Project and cross-functional leadership including system development
- Other duties as assigned by the Director, Global Reservations

**Qualifications**

Education, Certification, Licenses
- Bachelor’s degree

Experience/Skills
- 5-7 years of related experience in successful sales, operations, or general management role. Call centre experience is an asset
- 2-5 years of managerial experience of multiple teams
- Experience with financial reporting, scheduling, and documenting Standard Operating Procedures (SOPs) is considered an asset
- Advanced leadership and coaching skills
- Advanced verbal and written communication skills
- Intermediate Microsoft Office skills (Outlook, Word, Excel, PowerPoint)
- Salesforce experience is an asset

Work Environment
- Some irregular hours, including evenings, weekends, holidays as required
- This role is Vancouver based with limited work from home opportunities in-season; hybrid in-office/work from home
- Infrequent travel between RM locations is required

Attributes
- Critical thinker and ability to solve problems creatively
- Ability to work well under pressure with multiple projects and timelines

**Compensation**
- T

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