Guest Experience Specialist - Jasper (Seasonal Part time - June to October 2024)

at  Rocky Mountaineer

GUEST EXPERIENCE

• Execute the daily operations of the station to provide world-class service to guests
• Be well versed in RM products and respond knowledgeably to guest questions related to their trip
• Monitor and action communication channels (e.g. station email inbox, personal RM email, voice messages, MS Teams)
• Prepare documentation, manifests, supplies, and check-in/scanning equipment for daily operations
• Greet guests, accurately perform check-in duties, answer questions, and provide direction to ensure smooth transfers to/from the train
• Accurately document and communicate concerns from guests, , team members on the train, internal and external partners, and resolve or escalate as required
• Deliver special guest requirements, including accessibility needs, as required
• Order transportation (e.g. taxis, ride share) as required
• Operate equipment for guests requiring mobility assistance (e.g., mobility lift)
• Maintain station/siding aesthetics in line with the RM standard by cleaning platform and public areas and restocking supplies
• Assist with station/siding traffic flow as required by guiding motor coaches, luggage trucks and directing guests and public
• Perform safe tagging, sorting, scanning, loading, unloading, and delivery of guest luggage, as well as preparing luggage reports and assisting with misdirected luggage
• Ensure safe boarding and offboarding vehicles, transportation to and from station/sidings, use of mobility equipment, movement around stations/sidings, and provide relevant safety commentary
• Deliver clear and professional announcements to guests
• Escort guests by motorcoach/shuttle to/from partner hotels/sidings, and providing commentary enroute when required
• Assist in the collection and sorting of guest hotel keys prior to train arrival
• Occasional transportation of guests and team members with use of Rocky Mountaineer vehicles

EDUCATION/CERTIFICATIONS/KNOWLEDGE

• Certificate in Tourism, Hospitality, Travel or related field desired
• Valid AB or BC Driver’s License with demonstrated safe driving record
• Second language desired

EXPERIENCE

• Experience in tourism, hospitality, and/or customer service desired

SKILLS

• Professional communication skills, both verbal and written
• Confidence and competency with public speaking in front of large groups and/or on microphones
• Strong time management and administrative skills
• Ability to multitask and take initiative
• Ability to work independently and as part of a team
• Demonstrate a professional, accountable, and responsible work ethic
• Ability to work in a high volume and high demand environment
• Ability to handle difficult scenarios and conversations in a calm, consistent and professional manner
• Highly organized with strong attention to detail
• Energetic, motivated, hardworking and committed to guest service
• Ability to adapt to new technology and learn platforms

PLEASE ENSURE TO OPT-IN FOR TEXT MESSAGES WHEN YOU APPLY IN ORDER TO RECEIVE INTERVIEW UPDATES

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.

PURPOSE

Rocky Mountaineer (RM) is the world’s largest privately-owned luxury passenger rail service. We are committed to living our values: Create Meaningful Moments, Be One Team, Achieve Extraordinary Outcomes. We endeavor to foster a work environment of respect, integrity, and honesty; where diversity is valued, and talent is developed to the benefit of the individual and the company
The Guest Experience Specialist (GES) reports to the Station Manager.
This position is responsible for providing excellence in guest satisfaction through direct service to guests at the assigned destination. The GES is a problem-solving champion, empowered to make decisions on behalf of the company.
This position is deemed Safety Sensitive since regular access to an active railway area is required. The GES is part of the Destinations Guest Operations (DGO) team, responsible for the health and safety of colleagues, guests, the public, property, and the environment.