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Operations Centre Coordinator

3 weeks ago

Kamloops, Canada Rocky Mountaineer Full time

The Operations Centre Coordinator is a critical role that works as part of our Operations Centre (OC) team and is the support link between all departments involved in train and guest movement, Onboard and Destinations. This position reports to the Manager, Guest Operations. The incumbent will work closely with and provide targeted support to OC team.
This position is deemed Safety Sensitive but does not require pre-employment medical testing.
**Key Areas of Accountability**
**Safety**
- Complies with all safety standards and procedures related to RM train and guest movement
- Identify safety hazards, protect situation and escalate unsafe conditions to OC Leadership and Health & Safety Committee
- Understands and complies with all company safety policies, procedures and rules
- Works with Regulators to help coordinate workplace inspections and investigations
- Sets a positive example and promotes a strong safety culture at Rocky Mountaineer
- Follows escalation and reporting protocols

**Guest Operations**
- Forecasts and finalizes, updated Motor Coach Lineups for all locations
- Coordinates and ensures execution of Bag Pull / Drop requirements
- Supports Booking / cancelling of additional hotels, flights, transportation for guests and team members
- Supports the arranging for additional crew requirements
- Assists in documenting Flexible Operations synopsis to System Ops leadership and EOC Directors
- Provides support in managing delayed / missing luggage scenarios
- Manages motor coach and driver availability with regard to driver duty days, interprovincial requirements / negotiated agreements
- Provides desk coverage relief to Guest Operations
- Processes luggage data & reporting requirements

**Operations, Mechanical & Logistics**
- Assists the Railway and Guest Operations Specialist teams, in providing the safe, efficient movement of all Rocky Mountaineer trains and guests
- Maintains solid partnerships with host railways and all Operations Contactors / Service Providers to enable optimum train and guest experience performance
- Familiarizes with the mechanical requirements of Rocky Mountaineer’s Rail equipment and completes assigned work orders
- Provides assistance with GuideTi and Vend related systems and operating requirements
- Coordinate optimal arrival and departure of Rocky Mountaineer trains with Destinations team
- Provides guidance, documentation and support on escalation protocol for incident recovery and reporting
- Understands and anticipates guest / partner needs to identify and resolve issues proactively and efficiently
- Provides short term desk coverage relief to the Railway Specialist, Logistics and Mechanical OC desks

**Communications**
- Assists in communicating expected operating conditions with Train Manager, GSM and Destinations Managers
- Collaborates with Railway Specialists, Mechanical and Logistics Desks as part of Operations Centre team
- Provides updates in approved systems
- Inputs required documentation into RM systems
- Produces guest related reports to key stakeholders
- Provides real time operational updates to OC, Destinations, Onboard and Partners
- Handles Operations Emergency Line as required which includes incident reporting and recording. Provides support and coaching to Managers and team members on inputting incident information and incident reporting process

**Planning & Reviewing**
- Provides required documentation for Consist requirements
- Provides forecasting and for Motor Coach Lineups based on demand to optimize equipment efficiency
- Reviews and coordinates operational changes and requirements for the OC team

**Education, Certification, Licenses**
- High School Diploma or equivalent
- Post-Secondary education in Business Administration or equivalent; is an asset
- Must be proficient with MS Excel, Word, SharePoint and OneNote
- Knowledge of Rocky Mountaineer existing systems and processes; an asset
- Familiar with Lean Continuous Improvement techniques and management techniques; an asset

**Experience**
- 2 to 3 years in an Operations focused and safety responsible role
- Tourism Operating experience; is preferred
- Administrative support experience; is an asset

**Skills**
- Excellent organizational and time management skills, able to multi-task and prioritize
- Strong customer focus
- Strong analytical ability, must be able to read situations and respond accordingly
- Strong problem-solving and judgement skills
- Knowledge of guest focused tourism operations
- Able to effectively manage competing priorities
- Must be proficient in data entry and have strong computer skills
- Strong time management skills, high level of attention to detail and process focus an asset

**Work Environment**
- The job location is preferably Kamloops, BC.
- Ability to sit for extended periods of time at the computer
- Ability to work effectively in a 24x7 Operating environment
- Strong aptitude for understanding processes & computer systems

**Kindly note that this posi