Lead Guest Experience Specialist

Guest Experience

• Daily Operations: Work as part of our Destination leadership team to prepare, organize, oversee, and execute the daily operations of our Stations and Guest Centres.
• Teamwork & Communication: Work closely alongside other internal teams and external partners either in-person or via MS Teams, Email, Phone to pass along information, resolve issues and ensure our guests have a memorable experience.
• Administration: Prepare documentation and reports ahead of our daily operations to assist in the smooth execution of our operations. Monitor communications channels to respond to enquiries in a timely manner and ensure our Stations and Guest Centres are always stocked with the necessary supplies.
• Guest Issue Management: Using our CRM system, ensure that all guest inquiries/issues are being actioned and resolved in a timely manner and in a fashion that upholds the Rocky Mountaineer standards and expectations of our guests.
• Train Arrivals & Departures: Lead our teams through the smooth operation of our trains arriving and departing which includes motor coach transfers to/from the station, luggage handling, aiding guests with mobility requirements and ensuring the safety of all team members and guests during train embarkation/disembarkation, boarding/deboarding of motor coaches, and navigating through our railyards, stations and parking lots.

Leadership and Engagement

• Training & Coaching: Provide training to new/returning team members as well as ongoing coaching throughout the season to ensure we are delivering best-in-class service to our guests and continually develop our team members.
• Auditing: Ensure Rocky Mountaineer consistently delivers a top-notch guest experience by regularly auditing team members, partners and our operations and providing feedback where necessary.
• On-Duty Management: Assist or step in as an On-Duty Manager whenever required to run daily operations in the absence of a Manager.
• Team Engagement: Help us build a motivated team and make Rocky Mountaineer a great place to work by building great relationships with team members, providing effective recognition and assisting team members throughout their time working with us.

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.