Bilingual Mandarin-Speaking Guest Service Manager (GSM)
Rocky Mountaineer
Vancouver, British Columbia, Canada
45d ago

At Rocky Mountaineer, we invite guests to the majestic Pacific Northwest and Rocky Mountains and take them on a world class journey.

With the help of our dedicated team, we offer more than a renowned luxury product, we create life changing experiences. We are looking for positive people who bring a passion for excellence and commitment to teamwork to join us.

Rocky Mountaineer is proud to work with a strong team of talented individuals. We were recently named one of Deloitte’s Best Managed Companies and have won Employer of the Year by the Tourism Industry Association of Canada multiple times.

Bilingual Mandarin-Speaking Guest Service Manager (GSM)

This is a seasonal position that begins March 2018 and concludes October 2018. We are seeking bilingual Mandarin-speaking Guest Service Managers who are fluent in both English and Mandarin.

The role

The Guest Service Manager (GSM) is responsible for the delivery of guest service excellence onboard the Rocky Mountaineer.

The GSM leads a team of front line team members (Onboard Hosts) and supports learning and development, training and performance management programs.

The GSM is a member of the onboard management team and is responsible for the implementation of service and safety standards and programs.

Coaching, Training & Developing Team Members

  • Act as a role model and lead the RM and culinary teams responsible for onboard service delivery.
  • Ensure employees comply with company policies, procedures and service standards throughout the train trip and at all destinations.
  • Manage onboard team member performance through pre trip / post trip debriefs and individual assessments. Provide ongoing feedback and coaching including recognition.
  • Support crew member performance planning. Conduct mid-season and end of end of season debrief sessions in accordance with company programs.
  • Document coaching and performance related conversations in accordance with company standards.
  • Participate in the recruitment, orientation, and training of onboard team members as required.
  • Build strong relationships with front line and manager teams.
  • Provide timely and accurate information about upcoming events, crew scheduling, company policies and procedures, etc.
  • Operations & Logistics

  • Working with other members of the Train Management Team, ensure effective communication occurs with all Station Managers, Train Operations Coordinators, Train Support Assistants and other support and logistics personnel.
  • Ensure coaches are stocked with required supplies and equipment.
  • Assist with scheduling crew coach assignment as required.
  • Inspect and sign off on assigned cars and report deficiencies to the Train Operations Coordinator(s) and the Train Manager
  • Be proficient in troubleshooting the Point of Sale system.
  • Ensure consistency in delivering Best Practice Standards in all areas of service, coach cleanliness, storytelling and employee policies and procedures.
  • Ensure strict adherence to health and safety policies, rules and procedures.
  • Guest Service Excellence

  • Manage delivery of all onboard services to ensure guest expectations are met (or exceeded).
  • Knowledgeably respond to guest questions related to their Rocky Mountaineer trip.
  • Support delivery of effective and efficient solutions to resolve guest issues and concerns.
  • Have a thorough knowledge of onboard storytelling and socialization programs. Support the onboard team members in delivery of these programs.
  • Communicate any lengthy delays or operational concerns with guests and staff as directed by the Train Manager.
  • Support onboard sales of all RM products including GoldLeaf / SilverLeaf upgrades, RM merchandise, bus transfers and destination sales.
  • Onboard Management

  • Recommend measures to improve work quality, productivity, safety and guest service excellence. Be proactive in identifying solutions to crew and guest issues.
  • Attend train management meetings as required.
  • Monitor condition of company assets and promptly report defects.
  • Support the Train Manager and other management personnel to deliver an outstanding guest experience.
  • Safety & Emergency Response

  • Demonstrated understanding of all safety, security and emergency response standards and procedures.
  • Conduct safety audits to ensure understanding of and compliance with safety programs.
  • Identify and report safety hazards and concerns. Be proactive in managing workplace safety and in identifying opportunities to continuously improve the onboard safety and emergency response programs.
  • Investigate all workplace accidents and complete the necessary paperwork in a timely and accurate manner.
  • Attend Health and Safety meetings during the regular season as required
  • Respond to First Aid and medical emergencies involving guests and team members in a professional and calm manner. Provide first aid support as per training and certifications.
  • This position requires :

  • Regular travel on board the train throughout the operating season
  • Irregular hours and the ability to be away from home for extended periods are a mandatory requirement for this position
  • Required Skills & Knowledge

  • Fluent in both Mandarin and English
  • Minimum 5 years of hospitality / food & beverage experience
  • Experience in leading and managing teams
  • Experience in the tourism industry and working in a 5 Star or luxury environment is preferred
  • Excellent interpersonal, leadership and problem solving skills
  • Excellent communication skills, both verbal and written
  • Strong time management and administrative skills and proficiency in using Microsoft Word, Excel and Outlook
  • Ability to multitask and willingness to take initiative, exhibit strong self-leadership skills, adaptable and willing to embrace change
  • Highly organized with strong attention to detail
  • Thorough knowledge and use of POS Systems
  • Serving It Right and Food Safe certified
  • Energetic, motivated, hardworking and committed to delivering guest service excellence
  • Ability to work independently and as part of a team
  • Demonstrate a professional, accountable and responsible work ethic be self-motivated.
  • Manage stress effectively and be able to cope with a fast paced, continuously changing work environment
  • If this position suits your skills, experience and personal attributes, we want to talk to you! Please apply by submitting your resume and a covering letter outlining why you are a suitable candidate.

    Armstrong Group is committed to equal opportunity employment and invites applications from all qualified candidates. Please note that background checks are a part of our hiring process.

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