Guest Experience Specialist - Glenwood Springs (Seasonal)

Important Timelines  

This is a seasonal position, through to October 2024. Please keep an eye on your email and junk mail for further updates.

Purpose

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. We endeavor to foster a work environment of respect, integrity, and honesty; where diversity is valued, and talent is developed to the benefit of the individual and the company.   

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 Alert 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 world-class service to guests and to deliver on RM’s brand promise enabling the creation of life changing experiences.

• Respond knowledgeably to guest questions related to their journey by being well versed in RM products.

• Monitor and action communication channels (e.g., station email inbox, personal RM email, voice messages, MS Teams).

• Prepare documentation, manifests, supplies, and check-in/scanning equipment for daily operations.

• Maintain station supplies inventory (e.g., luggage tags, office supplies), communicate with the designated team members or partners to order and replenish as required.

• Respond to questions and/or prepare manifests for hotel and tour partners, tour groups, and sightseeing tours.

• Greet guests, perform check-in duties, answer questions, and provide direction to ensure smooth transfers to/from the train.

• Document and communicate concerns from guests, the Onboard team, and internal/external partners. 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., wheelchair, mobility lift).

• Maintain station/siding aesthetics in line with the RM standard by cleaning the platform and public areas and restocking supplies.

• Assist with station/siding traffic flow as required by guiding motorcoaches and luggage trucks by directing guests and the public.

• Perform 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 of vehicles; transportation to and from station/sidings; use of mobility equipment; movement around stations/sidings; and provide relevant safety commentary.

• Public speaking in front of large groups and/or on microphones, as required.

• Escort guests by motorcoach/shuttle to/from partner hotels/sidings and provide commentary en route when required.

• Provide local restaurant and activity recommendations, directions, and assistance to guests.

 

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. 

 

Qualifications

Education/Certifications/Knowledge

• High School Diploma or GED equivalency required

• Valid U.S. Driver’s License strongly preferred

 

Experience 

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

• Familiarity in world class guest experience, and/or luxury brand an asset

• We are willing to train if you are willing to learn

 

Skills

• 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 juggle several tasks and take initiative

• Ability to work independently and as part of a team

• Professional, accountable, and responsible work ethic 

• Ability to work in a high volume and high demanding environment 

• Ability to handle difficult scenarios and conversations in a calm, consistent, and profession