Current jobs related to Manager, Guest Experience Centre - Vancouver - Rocky Mountaineer

  • Guest Experience Centre Consultant

    1 week ago

    Vancouver, Canada Guest Experience Center Full time

    Overview: **RECIPE is looking for a** **Guest Experience Centre Consultant** **to join our Guest Services team!** **(Vancouver, BC)** Recipe Unlimited Corporation is Canada’s leading full service restaurant company. Home to such iconic brands as Swiss Chalet, Harvey’s, St.Hubert, The Keg, Montana’s, Kelseys, Bier Markt, East Side Mario’s, Landing...

  • Guest Experience Centre Consultant

    7 days ago

    Vancouver, Canada Guest Experience Center Full time

    Overview: **RECIPE is looking for a Guest Experience Centre Consultant for our Vancouver area** **to join our Guest Services team!** Recipe Unlimited Corporation is Canada’s leading full service restaurant company. Home to such iconic brands as Swiss Chalet, Harvey’s, St.Hubert, The Keg, Montana’s, Kelseys, Milestones, Pubs, Bier Markt, East Side...

  • Guest Experience Centre Consultant

    3 days ago

    Vancouver, Canada Guest Experience Center Full time

    Overview: **RECIPE is looking for a Guest Service Representative** **to join our Guest Services team!** **(Vancouver, BC)** Recipe Unlimited Corporation is Canada’s leading full service restaurant company. Home to such iconic brands as Swiss Chalet, Harvey’s, St.Hubert, The Keg, Montana’s, Kelseys, Milestones, Pubs, Bier Markt, East Side Mario’s,...

  • Guest Experience Ambassador

    5 days ago

    Vancouver, Canada Vancouver Convention Centre Full time

    At the Vancouver Convention Centre, a division of BC Pavilion Corporation (PavCo), we work to create unforgettable moments, world-class experiences and stronger connections to community, industry and culture. As British Columbia’s flagship convention centre, we host more than 500 events each year and welcomes hundreds of thousands of global attendees to...

  • Guest Experience Ambassador

    1 week ago

    Vancouver, Canada Vancouver Convention Centre Full time

    Our vision is to be the global leader in outstanding venues and events with a mandate to generate economic and community benefit for the people of British Columbia through prudent management of public facilities. The award-winning Vancouver Convention Centre owned and operated by the BC Pavilion Corporation (PavCo), is currently searching for casual Guest...

  • Guest Experience Centre Representative

    2 weeks ago

    Vancouver, Canada Rocky Mountaineer Full time

    The Guest Experience Centre (GEC) Representative will report into the Team Lead, GEC. The Guest Experience Centre is responsible for all guest inquiries and feedback during and after travel. This role is part of a team working in a high energy fast paced environment. GEC Representatives are problem solving champions, empowered to make decisions on behalf of...

  • Guest Experience Centre Representative

    1 week ago

    Vancouver, Canada Rocky Mountaineer Full time

    **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...

  • Guest Experience Manager

    1 week ago

    Vancouver, British Columbia, Canada Rocky Mountaineer Full time

    PurposeArmstrong Collective is the parent company of Rocky Mountaineer and Canyon Spirit, unforgettable rail experiences in Western Canada and the American Southwest. Since 1990, we have grown to become the largest privately-owned luxury rail company in the world, having welcomed over 2.4 million guests onboard. We are committed to living our values: Create...

  • Assistant Manager, Guest Experience

    1 week ago

    Vancouver, Canada Vancouver Aquarium Full time

    Vancouver Aquarium, one of the many properties owned by Herschend Family Entertainment, prides itself on working towards bringing families closer together and to creating memories worth repeating. Our Core Values - greatly exceeding guest expectations, serving others, creating emotional connections, constantly improving - give us purpose and...

  • Manager, Guest Experience

    3 days ago

    Vancouver, Canada BC Place Full time

    Our vision is to be the global leader in outstanding venues and events with a mandate to generate economic and community benefit for the people of British Columbia through prudent management of public facilities. BC Place hosts the province’s biggest and brightest events. Home to the BC Lions Football Club, Vancouver Whitecaps FC, BC Sports Hall of Fame,...

Manager, Guest Experience Centre

3 weeks 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