Your exciting new role is waiting for you at Rocky Mountaineer. Our world-renowned luxury train travels from Vancouver through Kamloops to Lake Louise / Banff or Jasper, Alberta.
Salary is $20.50 an Hour. This position schedules you for Part-time and you are eligible for a Health Care Spending Account.
Joining our Vancouver Station team at Rocky Mountaineer means surrounding yourself with great people, achieving extraordinary outcomes and making life changing experiences not only for our guests but each other.
Join Our Team.
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.
The Guest Experience Specialist (GES) reports to the Station Management team.
This position is responsible for providing excellence in guest satisfaction through direct service to guests at the assigned destination.
The GES is a problem-solving champion, empowered to make decisions on behalf of the company.
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
Execute the daily operations of the station to provide world-class service to guests and to deliver on RM’s brand promise enabling the creation of life changing experiences.
Be well versed in RM products and respond knowledgeably to guest questions related to their trip
Monitor and action communication channels (e.g. station email inbox, personal RM email, voice messages, MS Teams)
Prepare documentation, manifests, supplies, and check-in / scanning equipment for daily operations
Maintain station supplies inventory (e.g. luggage tags, amenity kits, office supplies), communicating with the designated team members or partners to order and replenish as required
Respond to questions and / or prepare manifests for hotel partners and Sightseeing Tours
Complete daily operations tasks as required
Greet guests, accurately perform check-in duties, answer questions, and provide direction to ensure smooth transfers to / from the train
Accurately document and communicate concerns from guests, Onboard team, internal and external partners, and resolve or escalate as required
Deliver special guest requirements, including accessibility needs, as required
Order transportation (e.g. taxis, ride share) as required
Operate equipment for guests requiring mobility assistance (e.g., mobility lift)
Maintain station / siding aesthetics in line with the RM standard by cleaning platform and public areas and restocking supplies
Assist with station / siding traffic flow as required by guiding motor coaches, luggage trucks and directing guests and public
Perform safe tagging, sorting, scanning, loading, unloading, and delivery of guest luggage, as well as preparing luggage reports and assisting with misdirected luggage
Ensure safe boarding and offboarding vehicles, transportation to and from station / sidings, use of mobility equipment, movement around stations / sidings, and provide relevant safety commentary
Deliver clear and professional announcements to guests
Escort guests by motorcoach / shuttle to / from partner hotels / sidings, and providing commentary enroute when required
Escort guests on transfer and provide commentary enroute as required
Leadership and Engagement
Foster a safe and respectful workplace for team members that promotes a positive and engaging environment enabling team members to live and breathe RM’s vision and values.
Effectively communicate with team members through various channels including verbal, phone, text, email, and proper use of radio communication
Work with station management to enhance standard operating procedures by recommending improvements to RM’s guest experience program
Build strong relationships with peers, managers and with internal and external partners
Participate in building a strong Destinations Team through peer recognition, motivation, and working towards achieving goals
Support Station Management in execution of recruitment, orientation, and training of team members
Support the achievement of KPIs, Dashboard and, Net Promoter Score targets
Effectively represent the RM brand, by adhering to and ensuring the standards established in the Uniform and Appearance Policy
Safety and Security
Adhere to RM’s safety and security standards so that safety hazards and concerns are mitigated / reduced for RM guests, team members, and partners
Be proactive in building awareness and enhancing a culture of workplace safety
Assist station management in the execution of Destinations safety and emergency response procedures during irregular or emergency operations which could require travel to other locations
Report all injuries and near misses to the On-Duty Manager and support the investigation of all workplace accidents as well as the completion of the necessary paperwork in a timely and accurate manner
Attend health and safety meetings during the regular season as required
Education / Certifications / Knowledge
Certificate in Tourism, Hospitality, Travel or related field desired
Valid AB or BC Driver’s License desired
Second language desired
Experience in tourism, hospitality, and / or customer service desired
Professional communication skills, both verbal and written
Confidence and competency with public speaking in front of large groups and / or on microphones
Strong time management and administrative skills
Ability to multitask and take initiative
Ability to work independently and as part of a team
Demonstrate a professional, accountable, and responsible work ethic
Ability to work in a high volume and high demand environment
Ability to handle difficult scenarios and conversations in a calm, consistent and professional manner
Highly organized with strong attention to detail
Energetic, motivated, hardworking and committed to guest service
Proficient with MS Office applications (Word, Excel, Outlook, PowerPoint)
Ability to adapt to new technology and learn platforms
Work Environment / Physical Requirement
Schedule regularly includes early mornings, evenings, weekends, and split shifts as per train arrival / departure schedules.
Overtime may be required for irregular operations or delays
Requires work in a Safety Sensitive environment including railway tracks, moving trains, and other vehicles
Requires outdoor work in a variety of weather conditions
Ability to safely lift 50 pounds and to repeatedly carry and safely load luggage into a transport truck
Must be entitled to work in Canada for the full duration of the operating season (April-October)
Rocky Mountaineer (RM) is committed to the safety and health of our team members through providing a safe working environment.
As a federally regulated transportation organization, we have a duty to comply with all applicable legislative requirements.
Therefore, all individuals who will start working with RM on November 12, 2021 onwards, will be required to present proof of vaccination confirming they are fully vaccinated against COVID-19 prior to beginning their employment.
An individual is fully vaccinated 14 days after receiving their second dose of a two-dose COVID-19 vaccine series or their first dose of a one-dose approved vaccine by Health Canada.
Offers of employment to start work with RM on or after November 12, 2021 will be conditional upon receipt of proof of the job candidate being fully vaccinated against COVID-19.
Note : Reasonable accommodations will be considered if they comply with the medical or religious exemptions permitted by applicable federal legislation and ministerial orders.
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