Guest Experience Concierge - Jasper (March to October)

Guest Experience

• In-Travel Assistance: Assist our guests along their journey by checking them in for their train journey, issuing boarding passes, luggage tags and hotel keys where applicable.
• Special & Mobility Guest Requirements: Play a crucial role in tailoring experiences for guests with special requirements, ensuring that their journey is comfortable and memorable.
• Problem Solving & Guest Issue Handling: Be the problem solver for guests, ensuring that their concerns are addressed with care and efficiency by accurately documenting, actioning and following-up on all guest inquiries. This involves using CRM systems to access guest bookings and accurately document all information.
• Communication and Coordination: Effectively communicate and coordinate with internal teams as well as external partners (in person, via phone, email and MS Teams) to ensure all guest inquiries are handled in a timely manner.
• Train Arrivals/Departures: Play a part in our train arrival/departure operations by escorting guests on motor coach transfers, handling luggage and occasionally transporting guests or team members in RM fleet vehicles.
• Station/Guest Centre Aesthetics: Take pride in maintaining the high standards of cleanliness at our Stations and Guest Centres, creating a welcoming environment for everyone.

Leadership and Engagement

• Help foster a safe, respectful, and positive work environment, supporting team orientation, training, and communication.
• Uphold RM brand standards and contribute to team motivation, relationship-building, and goal achievement.
• Collaborate with station management to recommend and implement guest experience improvements.
• Work closely with the Guest Experience Centre and Rail Trip Services to resolve guest issues and challenges.

Safety and Security

• Ensure adherence to RM safety and security standards, promoting a culture of safety and assisting in emergency response procedures.
• Report and support investigations of workplace incidents promptly and accurately.