Overview
Guest Experience Manager Seasonal Jobs in Vancouver, Canada at Rocky Mountaineer
Position: Guest Experience Manager Seasonal Full Time until November)
Guest Experience Manager – Vancouver (Seasonal Full Time until November)
Job Category:
Guest Operations
Requisition Number: GUEST
- Full-Time
- On-site
Locations
Showing 1 location
Description
Armstrong Collective is the parent company of Rocky Mountaineer 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
Reporting to the Senior Manager, Guest Experience, the Guest Experience Manager is accountable for ensuring representation of the RM brand and exceptional guest experience in the destination and through effective management of Rocky Mountaineer’s Operations, Guest Care Initiatives and working closely with external partners. The Guest Experience Manager oversees the Destinations Team, local partners and liaises with hotel and tour partners to coordinate guest and luggage transfers, superior guest experience, and appropriate Station and Guest Centre aesthetics in keeping with the RM brand.
This role is the eyes and ears of Rocky Mountaineer ‘on the ground’ and is responsible for delivering on our purpose, to create life-changing experiences, for both guests and team members in assigned locations. This encompasses people leadership and engagement, oversight and continuous improvement of operations, and ensuring the health and safety of all guests and team members. Accountable for guest experience and KPIs, the Guest Experience Manager proactively identifies opportunities and fosters strong relationships with key internal teams and external partners to ensure a seamless delivery of the guest experience.
This position is deemed Safety Sensitive. This position requires the incumbent to periodically access an active railway area where impaired performance could result in a significant incident affecting the health and safety of team members, guests, team members, the public, property, or the environment.
Schedule
This is a full-time seasonal position, anticipated to run from early July through the end of October. While there may be an opportunity for extension into the 2027 operating season, any continuation beyond the initial term is not guaranteed and will be determined based on business needs.
Key Areas of Accountability 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…
Title: Guest Experience Manager Seasonal
Company: Rocky Mountaineer
Location: Vancouver, Canada
Category:
