Manager, Guest Experience Training (USA)

Purpose

Reporting to Director, RTR Guest Experience, this role will be responsible for ensuring the overall development and delivery of the people training programs for all Guest Experience Departments. This includes developing operational training curriculum for the front-line teams, ensuring the department is properly resourced to meet set targets and needs, and customizing developed programs and processes for each operational unit into an easily integrated format that allows for quick adoption and utilization by front-line team members.  

Additionally, this team will closely align with the People and Culture organizational training team and integrate company training requirements into Guest Experience training programs.

This position is deemed Safety Alert and requires the incumbent to periodically access an active railway area where impaired performance could result a significant incident affecting the health and safety of team members, guests, team members, the public, property, or the environment.

 

Key Areas of Accountability 

Guest Experience Training:

• Lead the planning and development of a centralized operational training strategy and implementation for all front-line employees. Lead the planning and development of a centralized operational training strategy for all front-line employees across the department. 

• Identify training and development needs for front-line Guest Experience roles: This includes the identification of training and development needs within each area for all front-line Guest Experience roles in the US.

• Develop, implement, and refine sustainable training programs for Guest Experience Manager training program to /s that are sustainable and continually supports best practices throughout the team and ensures consistent, high quality and repeatable performance. 

• Set annual training goals and objectives aligned with each department’s annual operating plans.

• Develop high quality operational training curriculum for each area to be delivered pre-season and continuous training through the year.

• Ensure statutory training requirements are met during all training and onboarding processes.

• Utilize innovative training techniques, and where relevant, be involved in the creation and/or delivery of customized learning packages. .

• Leverage existing People & Culture tool/s to develop testing strategies to validate level of knowledge. Develop testing materials and administer effective testing/certification programs in all areas with end objective of ensuring service excellence. Align training programs and material with the overall P&C Training Strategy.

• Ensure a centralized reporting / measurement system is in place for front line managers to use and support performance decisions for their front-line team members.

• Ensure smooth roll-out/communication of programs (i.e., corporate programs, departmental programs, and processes) to the seasonal front-line team by preparing training packages and tools for each operational unit (onboard and offboard) thereby ensuring efficient adoption and utilization.

• Identify opportunities for improvement for the Guest Experience training department through regular internal diagnosis, process/system reviews, conducting external research around best practices with end objective of understanding barriers and recommending solutions for modifying existing programs.

Strategic Support:

• Work with department leaders to identify internal talent pool and provide an overall guest experience talent and development plan.

• Work with department leaders to develop programs to ensure effective internal communication and consultation processes and to build staff engagement and connections.

• Coordinate with department leaders to support the recruitment team in the development of recruitment strategies for the seasonal workforce appropriately tailored to each area’s specific need through forecasting and modelling (focus areas may include improved time management, dealing with stress, delivering an improved guest and partner experience to name a few).

• Support pre-season recruitment activities and workforce planning.

• Support the Director, Guest Experience in the creation of a highly effective vision and strategic plan that appropriately considers the changing environment and helps create a competitive advantage.

• Blend analysis, knowledge, and insight to effectively assess and employ information to enhance overall organizational performance.

People Leadership:

• Oversee the technical trainers in the development of high-quality training. Lead the train the trainer process in the delivery of quality training. 

• Deliver ad-hoc training/s, when required (for example, new process impl