Guest Experience Specialist - Vancouver, Canada - Rocky Mountaineer

Rocky Mountaineer

Verified Company

Vancouver, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

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.
The Guest Experience Specialist (GES) reports to the Station Management team.
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.

Key Areas of Accountability

Guest Experience

Execute the daily operations of the station to provide worldclass service to guests.
Be well versed in RM products and respond knowledgeably to guest questions related to their trip
Prepare documentation, manifests, supplies, and checkin/scanning equipment for daily operations
Greet guests, accurately perform checkin duties, answer questions, and provide direction to ensure smooth transfers to/from the train
Accurately document and communicate concerns from guests, Onboard team, 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
Escort guests on transfer and provide commentary enroute as required
Occasional transportation of guests and team members with use of Rocky Mountaineer vehicles

Leadership and Engagement*- Foster a safe and respectful workplace for team members that promotes a positive and engaging environment enabling team members to live and breathe RM's vision and values.

Work with station management to enhance standard operating procedures by recommending improvements to RM's guest experience program
Build strong relationships with peers, managers and with internal and external partners
Participate in building a strong Destinations Team through peer recognition, motivation, and working towards achieving goals
Support Station Management in execution of orientation, and training of team members
Effectively represent the RM brand, by adhering to and ensuring the standards established in the Uniform and Appearance Policy

Safety and Security

Adhere to RM's safety and security standards so that safety hazards and concerns are mitigated/reduced for RM guests, team members, and partners
Be proactive in building awareness and enhancing a culture of workplace safety
Assist station management in the execution of Destinations safety and emergency response procedures during irregular or emergency operations which could require travel to other locations
Report all injuries and near misses to the On-Duty Manager and support the investigation of all workplace accidents as well as the completion of the necessary paperwork in a timely and accurate manner

Qualifications

Education/Certifications/Knowledge

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

Experience

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

Skills

Demonstrates a polished leadership presence
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, mot