Guest Services Manager - Vancouver - The Armstrong Collective

Description

Guest Services Manager (Seasonal Full Time - February to October)

Job Category: Onboard

Requisition Number: GUEST002829

• Posted : December 1, 2025
• Full-Time
• On-site

Locations

Showing 1 location

Description

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 onboard host team and is accountable for the delivery of guest services onboard the train.

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.

If selected to move forward in our recruitment process, successful candidates will be contacted via email between December 2025 and January 2026. Interviews will begin in January, with this position scheduled to start in February. Please keep an eye on your email and junk mail for further updates.

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

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

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

Hourly rate: $26.13 to $32.67 per hour (not eligible for overtime) and can vary based on job-related expertise, qualifications, experience and internal equity.

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.

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.