Guest Services Manager - Vancouver, Canada - Rocky Mountainer

Rocky Mountainer

Verified Company

Vancouver, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Full time

Description

The Guest Services Manager (GSM) reports to the Train Manager/Senior Onboard Manager.

This position is accountable for leading the delivery of guest service excellence.

The GSM is a people leader who role models the values and culture of the organization and supports the Onboard Host team through training, coaching and performance management programs.

The GSM leads the Onboard Host team and is accountable for the implementation of service and safety standards, programs, processes.

Key Areas of Accountability

Service delivery onboard

Manage delivery of all onboard services to ensure guest expectations are achieved.
Oversee execution of all Rocky Mountaineer standards of service delivery.
Support delivery of effective and efficient solutions to resolve guest issues and concerns.
Ensure effective delivery of all guest messaging and communication
Accountable for understanding and disseminating onboard guest metrics.

Team Engagement and People Leadership

Participate and support recruitment, orientation, and training of onboard team members.
Lead goal setting and action plan creation and execution with onboard team.
Develop and mentor the onboard team through coaching, audits, feedback, reviews and recognition
Build strong relationships with frontline team members, managers and with internal partners and stakeholders.
Act as a conduit between corporate office and the onboard team

Safety and security standards

Know, understand, and execute on all safety, security and emergency response standards and procedures.
Conduct audits to ensure compliance with safety programs.
Identify and report safety hazards and concerns.
Report all injuries/near misses and support investigations of all workplace accidents
Attend health and safety meetings during the regular season as required.
Respond to first aid and medical emergencies involving guests and team members
Assist in the execution of onboard response plans during an irregular operation or emergency

This position is deemed Safety Sensitive.

This position requires the incumbent to periodically access an active railway area where impaired performance could result a significant incident affecting the health and safety of team members, guests, team members, the public, property, or the environment.

Operational impacts

Participate in strategic RM projects and assist in the execution of the annual Guest Experience Operating Plan.
Assist in ensuring effective communication occurs with all lines of businesses including RM Catering.
Ensure all processes related to stocking the train, reporting of equipment, and provisioning deficiencies are followed.
Communicate all onboard defects and follow up with Rail Operations as required.
Monitor and recommend opportunities for efficiencies

Qualifications:

Education / Certifications / Licenses

Undergraduate degree in hospitality/tourism management is preferred, or postsecondary with a combination of technical certification and experience
BC Food Safe (Level 2) is preferred
Serving It Right (SIR)

Experience

5+ years people leadership experience including at least 3 years leading medium sized teams (15+ team members)
5+ years' experience working in the hospitality/tourism industry in a guest facing environment

Skills:

Excellent verbal and written communication skills
Time management and administrative skills and proficiency in using Microsoft Office
High attention to detail and the ability to manage multiple priorities and take initiative.
Exhibit strong selfleadership skills, resilient, adaptable, and willing to embrace change
Solid knowledge and understanding of POS Systems
Advanced stress management skills and ability to cope with a fast paced, continuously changing work environment

Attributes

Demonstrates a commanding and polished leadership presence
Energetic, motivated, hardworking, and committed to delivering guest service excellence
Ability to work independently and as part of a team
Demonstrates a professional, accountable work ethic; selfmotivated

Eligibility

Exceptional physical endurance and emotional resiliency with the ability to work long days
Must be able to lift and carry up to 40 pounds
Able to travel away from home base for 4 to 6 days at a time
Valid BC Driver's License
Must be entitled to work in Canada