Manager, Guest Experience Centre

This position plays a key role in delivery of service excellence for guests during 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 and important 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).
- 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 (RM) 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 assigned region.
- 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.
- Ensure a safe working environment for staff, guests, public and contractors by utilizing internal safety processes / training, maintaining the safety equipment, and rectifying unsafe practices and situations.
- Represent RM at public functions 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 Relationships and Service Execution**:

- Work closely with partners and community leaders to foresee and mitigate external forces or market trends which could impact service delivery.
- Liaise with Sales, Product Operations, and other internal departments to resolve and mitigate issues that impact the guests while in travel.
- 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 front line team members.
- Participate in interdepartmental projects and committees.

**Adherence to Safety and Security measures**:

- Know, understand, and execute on all safety, security and emergency response standards and procedures.
- Identify and report safety hazards, incidents, near-misses, and concerns.
- Be proactive in building awareness and enhancing a culture of workplace safety.
- Investigate all workplace incidents and complete the necessary paperwork in a timely and accurate manner as per the safety management system procedures.
- Ensure team member attendance at health and safety meetings during the regular season as required.
- Respond to first aid and medical emergencies involving guests and team members in a professional and calm manner.
- Support Guest Operations team during medical emergencies when required.
- Participate in the Emergency Response Team for Sales as needed (on call as required)

**Qualifications**
**Education, Certification, Licenses**
- Bachelor’s degree

**Experience/Skills**
- 5+ years of leadership experience leading teams over 50 employees in an operations capacity
- 5+ years’ experience working in an operations capacity ideally in tourism or hospitality industry is preferred
- 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 O