Guest Services Manager

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.
The Guest Services Manager (GSM) reports to the Train Manager and is accountable to the Senior Onboard Manager. This position is responsible for leading the delivery of guest services.
The GSM is a people leader who role models the values and culture of the organization and supports the Onboard team through training, coaching and performance management. The GSM leads the Onboard team and is accountable for the implementation of service and safety standards, programs, and processes.
Key Areas of Accountability
- Responsible for the safety, security and First Aid of all crew and guests onboard while tracking and investigating all injuries/near misses. When required supports the Train Manager with the execution of emergency response.
- Manages delivery of all onboard services to a standard that ensures guest expectations are exceeded.
- Fosters a collaborative culture of service excellence through the leadership of Onboard Service Fundamentals.
- Responsible for identifying, resolving and tracking guest issues and concerns.
- Ensures effective delivery of messaging and communication to guests and crew.
- Knowledgeable in onboard guest metrics.
- Drives the growth and development of all team members through recruitment, training, coaching, performance management and recognition.
- Encourages a One Team approach by building strong cross-departmental relationships and champions corporate initiatives.
- Supports administrative requirements of the role, including but not limited to payroll, crew assignments, crew accommodation, inventory management and ordering, in line with the budget.
- Communicates all onboard maintenance and cleanliness issues.
- Identifies opportunities for innovation and actively participates in change management.
- Participates in strategic Rocky Mountaineer projects as required and assist in the execution of the annual Guest Experience Operating Plan.

This position is deemed Safety Sensitive. This position requires the incumbent to periodically access an active railway area where impaired performance could result in a significant incident affecting the health and safety of team members, guests, team members, the public, property, or the environment.

**Qualifications**:
Education / Certifications / Licenses
- Undergraduate degree in hospitality/tourism management is preferred, or post-secondary with a combination of technical certification and experience
- BC Food Safe (Level 2); is preferred
- Serving It Right (SIR) or Proserve; is required
- Valid ID to satisfy domestic travel requirements (passport, driving license)
- Valid BC Driver's License; is an asset

Experience
- 5+ years people leadership experience including at least 3 years leading medium sized teams (15+ team members)
- 5+ years' experience working in the hospitality/tourism industry in a guest facing environment
- Previous experience in a luxury restaurant or hotel operation is an asset
- Frist Aid certification is an asset

Skills & Attributes
- Approaches decision making strategically with the ability to build relationships with the Onboard and Destinations teams
- Highly organized with advanced verbal and written communication skills, attention to detail and proficiency in using Microsoft Office
- Experienced in understanding, communicating and influencing guest experience scores
- Resilient and motivated to work in a fast-paced, dynamic work environment
- Demonstrates a polished leadership style, disciplined work ethic and strong emotional intelligence

Work Environment
- Safety-sensitive environment with exposure to railway operations
- Able to travel away from home base for up to 6 days at a time
- Exceptional physical endurance and emotional resiliency with the ability to work long days
- Occasional outdoor work in a variety of weather conditions
- Must be able to push, pull, lift and carry up to 50 pounds
- Must be legally authorized to work in Canada through the end of the season (April - October)

Perks and Benefits
- Company-paid group benefits plan
- Short-term incentive plan
- Two complimentary annual train tickets after your first year of employment
- Work shoes reimbursement
- Discount on Rocky Mountaineer rail tickets and packages
- Up to 5% group RRSP matching plan program
- Growth opportunities
- Exclusive discount with various partners on Perkopolis

**Hourly rate**: $26.13 to $32.67 per hour (not eligible for overtime)
This job description is not exhaustive of all duties and will encompass additional duties assigned. Responsibilities, title, reporting structure and duties may be changed in response to business requirem