Guest Operations Specialist - Kamloops, Canada - Rocky Mountaineer

Rocky Mountaineer

Verified Company

Kamloops, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Full time

Description

Purpose
Rocky Mountaineer 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.

Reporting to the Senior Manager, System Operations, the Guest Operations Specialist is an integral team member of Rocky Mountaineer Operations team.

The GOS is the key communication link between numerous departments and is vital to making tactical decisions that involve guest movement.

As a Rocky Mountaineer team member, you will be working alongside a diverse group of people who are committed to working together, supporting our values and ensuring we are always on brand as a world class luxury rail tour company.

This position is deemed Safety Sensitive but does not require pre-employment medical testing.

This position may require you 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, the public, property, or the environment.

What we offer:

-
Year-end retention bonus of $1,000.

00 will be offered (conditions will apply):

Competitive Wage
Friends & Family Discounts for rail journeys and merchandise
Complimentary Rail Passes (after successful completion of the first season)
Improved access to the healthcare spending account and extended health and dental benefits for eligible team members effective as of March 1, 202
High performing and supportive team
Fun team events like BBQ and carwash fundraiser, golf tournaments, annual Christmas party, and more

Key Areas of Accountability

Communicate operating conditions with Train Manager, GSM & Destinations Manager
Update continual train performance and real time operational updates to various depts.
Produce guest related reports regularly
Update/finalize motor coach lineup for various locations
Arrange for booking/cancelling additional hotels, flights, transportation for guest and other arrangements for crew requirements
Ensure that day of bookings/cancellations of guest's hotels and various modes of transportation are arranged and coordinated to tight timelines
Anticipate, identify, and resolve service and operational problems, with a resultsoriented approach to Safety, Security and Performance
Manage the execution plans for unexcepted delay or missing luggage scenarios
Ensure that motor coach and driver availability to ensure interprovincial requirements are met
Handle the Operations Emergency Line as required, input incident reporting/recording and willingness to participate in personal development company initiatives

Safety

Comply with all Canadian Railway Operating Rules (CROR), and General Operating Instructions (GOI) and all other safety policies, procedures & rules
Identify, protect & report safety hazards to management & OH&S Committee
Meet or exceed safety and security requirements

Operations

Support the successful execution of the Operating Plan
Support safe movement of rail equipment
Support operational and equipment availability requirements
Support Operations and Mechanical requirements in the Operations Centre
Support EOC requirements

Qualifications

Education, Certification, Licenses

Postsecondary education in Business Administration, Tourism or equivalent

Experience/Skills

Experience in Railway industry and tourism an asset
Progressive experience in guest operations and customer focus in tourism
Supervisory experience, an asset
High attention to detail, time management and manage competing priorities
Advanced decisionmaking, problem solving, critical thinking skills in high pressure situations
Strong coordination and organizational skills
High attention to detail with a desire to maintain brand standards
Able to take personal accountability, be adaptable, and be a problem solver
Good communication and leadership skills
Able to work crossfunctionally

Work Environment