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 the company. Further to assisting guests, this role is also a support service for other departments of the Rocky Mountaineer operation.
The GEC representative role reports into GEC Team Lead.
Key Areas of Accountability
Customer Service & Partnering
Provide assistance to in-travel and post-travel guests in person from field locations and virtually from office locations
Attend to the Guest Experience Centre phone line and email
Communicate with Travel Agents and Partners
Review, investigate and resolve guest claims and complaints
Support the achievement of KPI, Dashboard and NPS targets
Provide support to internal teams (Onboard, Destinations, Sales and Product Operations teams)
Communicate changes and information updates to the team
Provide on-going feedback and comments to the leadership team
Take part in creating a fun and healthy working environment
Education / Certifications / Licenses
High School Diploma or GED equivalency
Post-Secondary education an asset (with related transferable skills)
A minimum of one (1) year of experience in travel, tourism and / or hospitality
Familiarity in world class guest experience and / or luxury brand an asset
Experience with Microsoft Office and information management systems (e.g. Salesforce)
Call centre experience an asset
Ability to work in a high volume and high demand environment
Ability to demonstrate excellent listening skills
Ability to handle difficult scenarios and conversations in a calm, consistent and professional manner
Excellent written communication skills including the ability to compose and format business letters using proper grammar, syntax, punctuation and spelling
Excellent verbal skills primarily via phone
French / Mandarin language skills an asset
Proficiency with Microsoft Office and information management systems (e.g. Salesforce)
Ability to make effective, creative, financially prudent decisions in resolving guest issues fulfilling the best interests of guests and the organization
Ability to succeed in a pressured environment with multiple immediate items to action at a time
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.
Licenses & Certifications