Jasper (Seasonal Full Time, January to November)
Guest Experience
- Manage the daily operations of the Train Station and/or Guest Centres to achieve exceptional guest satisfaction and representation of the RM brand.
- Manage daily decision-making and communications in conjunction with internal partners (i.e. Onboard, Systems Operations and Mechanical, Product Operations), and with external partners (i.e. motorcoach drivers and hotels and tour group directors (keep this for end-point destinations, not needed for Kamloops)) to ensure timely delivery of luggage, arrival/departures of train and efficient detraining/boarding of guests.
- Coordinate motorcoach and taxi logistics to ensure efficient and timely transfer of guests.
- Ensure guest requests or issues are accurately documented and resolved in a timely manner with an exceptional level of guest service.
- Be the main point of contact at the station for external partners and contractors, ensuring they meet the requirements of the RM brand by resolving issues as needed.
- Ensure the aesthetics of the Station and Guest Centres are maintained in keeping with RM guest excellence standards.
- Represent RM at public functions to support the RM brand as required.
- Be well versed in RM products and respond knowledgeably to guest questions related to their journey.
- Implement standardized guest experience policies, practices, and procedures to ensure consistency of the RM brand.
- Develop and maintain relationships in keeping with RM’s guest experience excellence standards, including meetings pre and post season, throughout season, and/or training with hotel partners, transportation companies, and suppliers.
Leadership and Engagement
- Manage the destinations team to maintain high engagement and guest satisfaction.
- Be present with the frontline team, providing a forum for ideas and efficiency improvements, and implementing changes where appropriate.
- Serve as a role model by demonstrating RM values and adhering to policies, processes, and service standards and ensure team members represent the RM brand in line with the Uniform and Appearance Policy.
- Build a strong team through motivation, recognition, and coaching, meeting work goals and operating standards.
- Identify seasonal staffing needs and ensure appropriate staffing levels within budget and shift constraints.
- Recruit, onboard, train, coach, and mentor team members, supported by P&C, to meet guest excellence and operational standards and provide ongoing cross-training to ensure operational continuity and consistency.
- Prepare weekly shift schedules, minimize overtime, and maintain payroll and time records within budget guidelines.
- Ensure all team members understand RM’s strategic plan, key business metrics, and their role in success.
- Work towards achieving KPI and Net Promoter Score targets.
- Act as a communication link between head office and team members, relaying timely information on events, scheduling, policies, and procedures.
- Maintain records of discussions, training completion, and performance management in line with RM’s standards.
- Lead goal-setting meetings and conduct performance reviews, documenting accordingly.
- Ensure expenditure aligns with budgets and RM policies.
- Play an active role in future operational planning to ensure continual improvement of Rocky Mountaineer’s operations, people and guest experience.
- Create, update, and ensure compliance with Standard Operating Procedures (SOPs).
- Perform other duties as required for effective station management.
Safety and Security
- Ensure all safety, security, and emergency procedures are understood, followed, and executed to mitigate hazards for guests, team members, and partners.
- Maintain a safe work environment by using safety equipment and addressing unsafe practices, while identifying and reporting safety concerns.
- Investigate workplace incidents and complete necessary documentation promptly in line with the safety management system.
- Conduct regular audits to ensure compliance with safety programs and proactively build awareness to enhance workplace safety culture.
- Ensure contractors and suppliers adhere to health and safety requirements.
- Respond professionally to medical emergencies, supporting onboard management as needed.
- Lead response plans during irregular operations or emergencies and participate in Emergency Operations Center training and debriefs.
- Ensure team members attend health and safety meetings during the regular season as required.
