Guest Services Manager

Guest Services Manager (Seasonal Full Time - February to October) Join to apply for the Guest Services Manager (Seasonal Full Time - February to October) role at Rocky Mountaineer Purpose The Guest Services Manager (GSM) reports to the Train Manager and is accountable to the Senior Onboard Manager. The GSM leads the onboard host team and is accountable for the delivery of guest services onboard the train. This position is deemed Safety Sensitive. All onboard team members must adhere to and comply with onboard safety standards. This also includes reporting any violations and providing support in the event of an emergency. This position requires the incumbent to periodically access an active railway area where impaired performance could result in significant incidents affecting the health and safety of team members, guests, team members, the public, property, or the environment. Important Timeline If selected to move forward in our recruitment process, successful candidates will be contacted via email between December 2025 and January 2026. Interviews will begin in January, with this position scheduled to start in February. Please keep an eye on your email and junk mail for further updates. Key Areas of Accountability Daily Duties Manages the delivery and execution of all onboard services in a timely manner to exceed guest expectations Ensures the host team is following all established standards, SOPs and Policies Responsible for identifying, resolving and documenting guest issues Ensures effective delivery of messaging and communication to guests and crew Administrative duties, including but not limited to payroll, crew assignments, crew accommodation Ensures compliance with waste management and reduction initiatives, including composting and recycling programs Leading The Onboard Team Fosters a collaborative culture of service excellence 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, identifying opportunities for innovation and continuous improvement and leading the implementation of new services Focused on improving service delivery through regular service audits, team members' input, and guest feedback Participates in strategic Rocky Mountaineer projects as required and assists in the execution of the annual Guest Experience Operating Plan Maintaining Health And Safety Standards Responsible for ensuring all equipment is properly maintained and handled Responsible for the safety, security, and first aid of crew and guests onboard, tracking and investigating all injuries/near misses. When required, supports the Train Manager with the execution of emergency response. Supports compliance of Transport Canada and Health Canada regulations 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 certification; is required Serving It Right (SIR) or ProServe; is required Valid First Aid & CPR/AED certification is an asset Valid BC Driver’s License; is an asset Fluency in English language Fluency in additional languages is an asset Valid form of ID for domestic travel requirements (passport, driving license, etc.) Experience 5+ years’ leadership experience including at least 3 years leading medium (20+) sized teams 5+ years experience working in the hospitality/tourism industry, or similar guest facing environment Previous experience in a luxury restaurant or hotel operation is an asset Skills & Attributes Demonstrates a polished leadership style, disciplined work ethic, and strong emotional intelligence Approaches decision making strategically with the ability to build relationships with onboard and support teams, external vendors, and contractors Highly organized with advanced verbal and written communication skills, attention to detail, and proficiency in the use of Microsoft Office suite, customer‑related management tools and web‑based platforms Experienced in public speaking, with strong, polished microphone presence and the ability to engage audience effectively Experienced in understanding, communicating, and influencing guest experience metrics Physical endurance and emotional resiliency with the ability to adapt and work long days Work Environment Must be able to lift and carry up to 50 pounds Able to travel away from home base for up to 6 days at a time Must be legally authorized to work in Canada Outdoor work in a variety of weather conditions Ability to work in a fast paced, environment on a moving train Hybrid Work Policy applicable Perks And Benefits Company‑paid group benefits plan Short term incentive plan Up to 5% group RRSP Matching plan Two annual complimentary rail pass (beginning your 2nd season) Friends and family rail tickets and packages discount Exclusive discount with various partners on Perkopolis Growth opportunities Fun and inclusive team environment Hourly rate: $26.13 to $32.67 per hour (not eligible for overtime) and can vary based on job‑related expertise, qualifications, experience and internal equity. The company is an equal opportunity employer, driven by our values of Creating Meaningful Moments, Being One Team, and Achieving Extraordinary Outcomes. Our strong company culture supports our vision of a diverse, open, safe, and respectful workplace. We celebrate diversity and are committed to creating an inclusive environment for all team members. If you require any accommodation during the application process or throughout your employment, please let us know. We will work with you to ensure your needs are met and to create a supportive environment. Please ensure to opt‑in for text messages when you apply in order to receive interview updates. 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. #J-18808-Ljbffr