Armstrong Collective is the parent company of Rocky Mountaineer (RM) and Canyon Spirit, unforgettable rail experiences in Western Canada and the American Southwest. Since 1990, we have grown to become the largest privately-owned luxury rail company in the world, having welcomed over 2.4 million guests onboard. We are committed to living our values: Create Meaningful Moments, Be One Team, Achieve Extraordinary Outcomes. We foster a work environment of respect, integrity, and honesty; where diversity is valued, and talent is developed to support the growth of our team members and our company.
Purpose
The Guest Services Manager (GSM) reports to the Train Manager and is accountable to the Senior Onboard Manager. The Guest Services Manager leads the delivery of onboard service excellence, role models the values and culture of the organization, and supports training, coaching, and performance management programs during rail journeys between Vancouver, Banff, and Jasper. The GSM is accountable for the execution of service and safety standards, programs, and processes.
This position is deemed Safety Sensitive. All onboard team members must adhere to and comply with onboard safety standards. This also includes reporting any violations and providing support in the event of an emergency. This position requires the incumbent to periodically access an active railway area where impaired performance could result in significant incidents affecting the health and safety of team members, guests, team members, the public, property, or the environment.
Key Areas of Accountability
Daily duties
- Manages the delivery and execution of all onboard services in a timely manner to exceed guest expectations
- Ensures the host team is following all established standards, SOP’s and Policies
- Responsible for identifying, resolving and documenting guest issues and
- Ensures effective delivery of messaging and communication to guests and crew
- Administrative duties, including but not limited to, payroll, crew assignments, crew accommodation
- Ensures compliance with waste management and reduction initiatives, including composting and recycling programs
Leading the onboard team
- Fosters a collaborative culture of service excellence
- Drives the growth and development of all team members through recruitment, training, coaching, performance management, and recognition
- Encourages a One Team approach by building strong cross-departmental relationships and champions corporate initiatives, identifying opportunities for innovation and continuous improvement and leading the implementation of new services
- Focused on improving service delivery through regular service audits, team members' input, and guest feedback.
- Participates in strategic Rocky Mountaineer projects as required and assists in the execution of the annual Guest Experience Operating Plan
Maintaining Health and Safety Standards
- Responsible for ensuring all equipment is properly maintained and handled
- Responsible for the safety, security, and first aid of crew and guests onboard, tracking and investigating all injuries/near misses.
- When required, supports the Train Manager with the execution of emergency response.
- Supports compliance of Transport Canada and Health Canada regulations
Qualifications
Education / Certifications / Licenses
- Undergraduate degree in hospitality/tourism management is preferred, or post-secondary with a combination of technical certification and experience
- BC Food Safe certification; is required
- Serving It Right (SIR) or Proserve; is required
- Valid First Aid & CPR/AED certification is an asset
- Valid BC Driver’s License; is an asset
- Fluency in English language
- Fluency in additional languages is an asset
- Valid form of ID for domestic travel requirements (passport, driving license, etc.)
Experience
- 5+ years’ leadership experience including at least 3 years leading medium (20+) sized teams
- 5+years’ experience working in the hospitality/tourism industry, or similar guest facing environment
- Previous experience in a luxury restaurant or hotel operation is an asset
Skills & Attributes
- Demonstrates a polished leadership style, disciplined work ethic, and strong emotional intelligence
- Approaches decision making strategically with the ability to build relationships with onboard and support teams, external vendors, and contractors
- Highly organized with advanced verbal and written communication skills, attention to detail, and proficiency in the use of Microsoft Office suite, customer-related management tools and web-based platforms
- Experienced in public speaking, with strong, polished microphone presence and the ability to engage audience effectively
- Experienced in understanding, communicating, and influencing guest experience metrics
- Physical endurance and emotional resiliency with the ability to adapt and work long days
Work Environment
- Must be able to lift and carry up to 50 pounds
- Able to travel away from home base for up to 6 days at a time
- Must be legally authorized to work in Canada
- Outdoor work in a variety of weather conditions
- Ability to work in a fast paced, environment on a moving train
- Hybrid Work Policy applicable during office hours
Compensation
- $26.00 to $32.00 per hour (not eligible for overtime) and can vary based on job-related expertise, qualifications, experience and internal equity.
Perks and Benefits
- Company-paid group benefits plan
- Short term incentive plan
- Up to 5% group RRSP Matching plan
- Two annual complimentary rail pass (beginning your 2nd season)
- Friends and family rail tickets and packages discount
- Exclusive discount with various partners on Perkopolis
- Growth opportunities
- Fun and inclusive team environment
The company is an equal opportunity employer, driven by our values of Creating Meaningful Moments, Being One Team, and Achieving Extraordinary Outcomes. Our strong company culture supports our vision of a diverse, open, safe, and respectful workplace. We celebrate diversity and are committed to creating an inclusive environment for all team members. If you require any accommodation during the application process or throughout your employment, please let us know. We will work with you to ensure your needs are met and to create a supportive environment.
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This job description is not exhaustive of all duties and will encompass additional duties assigned. Responsibilities, title, reporting structure and duties may be changed in response to business requirements. 
