Lead Guest Experience Specialist - Glenwood Springs (Seasonal Part Time - June to October 2024)

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 Lead Guest Experience Specialist (Lead 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 Lead GES is a problem-solving champion, empowered to make decisions on behalf of the company. Additionally, the Lead GES supports the Station Management Team in executing Ground Operations and will provide leadership and operational coverage in the absence of station management as required. As such, the Lead GES will learn and be involved in all aspects of station operations including training and coaching. 

This position is deemed Safety Alert since regular access to an active railway area is required. The Lead GES is part of the Destinations Ground Operations (DGO) team responsible for the health and safety of colleagues, guests, the public, property, and the environment.    

 

Key Areas of Accountability  

Guest Experience 

• Work as part of Station Management to prepare, organize, oversee, and 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. 

• Be well versed in RM products and respond knowledgeably to guest questions related to their journey. 

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

• Prepare documentation and reports concerning daily operations.  

• Maintain station supplies inventory (e.g. luggage tags, office supplies), communicating 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 and accurately perform guest check-in duties. 

• Accurately document and communicate concerns from guests, Onboard team, internal and external partners, and resolve or escalate as required. 

• Plan for special guest requirements, including accessibility needs; ensuring the team is appropriately directed and trained to provide specialized services required. 

• Order transportation (e.g. taxis, rideshares) 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 the 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 the public. 

• Perform safe tagging, sorting, scanning, loading, unloading, and delivery of guest luggage, as well as preparing luggage reports and managing 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. 

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

• Assist or step in as an On-Duty Manager whenever required to run daily operations in the absence of a Station Manager. 

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

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. 

• Ensure team members comply with company policies, procedures, and guest experience standards. 

• Provide supervision, training, and oversight of team to ensure operating and guest excellence standards are met. 

• Assist station management with team recognition programs. 

• Effectively communicate with team members through various channels including verbal, phone, text, email, and proper use of radio communication.  

• Provide supervision and direction to the team, assign duties, communicate the operational requirements, and monitor the performance of all assigned duties to ensure effective utilization of team. 

• Work with station management to enhance standard operating procedures by participating in meetings and recommending improvements to RM’s guest experience program.  

• Audit te