Banff/lake Louise Guest Experience Specialist

**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 creator of life-changing experiences. Our GES are our guest’s go-to person for questions, queries and a friendly face when they are travelling with us in our Destinations. You will be on the frontlines, interacting with guests in our Stations, Guest Centres and other locations in our Destinations, providing guests with essential services such as Motor Coach Transfers, Check-In and expert local advice.

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.

**Key Areas of Accountability**

**Guest Experience**
- Welcome & Care for Guests: Be the go-to person for all things about our Destinations, where you can share your expertise and passion with our guests.
- In-Travel Assistance: Assist our guests along their journey with us by checking them in for their train journey, issuing boarding passes, luggage tags and hotel keys where applicable.
- Smooth Transfers: Ensure seamless transitions for our guests, guiding them to and from the train whilst providing clear announcements and commentary en-route. You may occasionally transport guests and team members in Rocky Mountaineer vehicles.
- 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 Handling: Manage the journey of our guest luggage with care, making sure every guest’s belongings are safely handled.
- Station/Guest Centre Aesthetics: Take pride in maintaining the high standards of cleanliness at our Stations and Guest Centres, creating a welcoming environment for everyone.

**Leadership and Engagement**
- Help foster a safe, respectful, and positive work environment, supporting team orientation, training, and communication.
- Uphold RM brand standards and contribute to team motivation, relationship-building, and goal achievement.
- Collaborate with station management to recommend and implement guest experience improvements.

**Safety and Security**
- Ensure adherence to RM safety and security standards, promoting a culture of safety and assisting in emergency response procedures.
- Report and support investigations of workplace incidents promptly and accurately.

**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 an asset

**Skills**
- Strong communication skills, both verbal and written, with confidence in public speaking and using microphones.
- Excellent time management, multitasking, and organizational abilities, with attention to detail.
- Ability to work independently and as part of a team, maintaining a professional and accountable work ethic in high-demand environments.
- Calm, consistent approach to handling difficult situations
- Adaptability to new technologies and commitment to guest service.

**Work Environment**
- Safety-sensitive environment with exposure to railway operations
- Early mornings, evenings, weekends, and split shifts; possible overtime
- Must be able to push, pull, lift and carry up to 50 pounds
- Required outdoor work in a variety of weather conditions
- Must be legally authorized to work in Canada through the end of the season (April - October)

**Perks and Benefits**
- Health Care Spending Account (starts at $300)
- Friends and family rail tickets and packages discount
- Two annual complimentary rail passes (beginning your 2nd season)
- Seasonal wage increases
- Work shoes reimbursement
- Exclusive discount with various partners on Perkopolis
- Growth opportunities
- Fun and inclusive team environment

**Hourly wage: $21.80/hour**

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 requirements.