Guest Experience Manager - Moab (Seasonal Full Time)

Armstrong Collective is the parent company of Rocky Mountaineer 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

Reporting to the Senior Manager, Guest Experience, the Guest Experience Manager is accountable for ensuring representation of the Canyon Spirit brand and exceptional guest experience in the destination and through effective management of station operations. The Guest Experience Manager oversees the station team, local providers and liaises with hotel and tour partners to coordinate guest and luggage transfers, superior guest experience, and appropriate station, guest center, and train aesthetics in keeping with the Canyon Spirit brand.

As an experienced and innovative people leader, the Guest Experience Manager is accountable for frontline team members, engagement, oversight, and continuous improvement of station operations, and ensuring the health and safety of all guests and team members. This position is responsible for the strategic management of seamless guest experience and operations - the training, development, implementation, and tracking of safety and service standards, KPIs, guest programs, performance management and partnership relationship management, within budget. 

 

Key Areas of Accountability 

Guest Experience

• Manage the daily operations to achieve exceptional guest satisfaction and representation of the Canyon Spirit brand.

• Manage daily decision-making and communications in conjunction with internal partners (i.e., Onboard, Systems Operations and Mechanical, Product Operations), and with external partners (i.e., motorcoach drivers, hotels, and tour group directors) to ensure timely delivery of luggage, arrival/departures of train and efficient detraining/boarding of guests.

• Entrusted to make immediate decisions in a high-pressure environment, impacting team members, guests and internal/external stakeholders.

• Coordinate motorcoach and taxi logistics to ensure efficient and timely transfer of guests.

• Ensure guest requests and issues are resolved promptly with an exceptional level of guest service.

• Be the main point of contact for external partners and contractors for corresponding destination, ensuring they meet the requirements of the brand by resolving issues as needed.

• Ensure the aesthetics of the station, office and platform are maintained in keeping with guest excellence standards.

• Represent Canyon Spirit at public functions to support the brand as required.

• Be well versed in Canyon Spirit products and respond knowledgeably to guest questions related to their journey through continued learning and education.

• Implement standardized guest experience policies, practices, and procedures to ensure brand consistency.

• Develop and maintain strong relationships with hotel partners, transportation and sightseeing companies, tour partners, and suppliers including liaising and coordinating guest needs and pre- and post-season meetings and/or training

• Review service levels of external partners (i.e., hotels, transportation companies, restaurants) for quality assurance purposes throughout the season and make recommendations for improvement; following up as required to ensure recommendations are implemented.

 

Leadership and engagement

• Lead the station team to deliver Canyon Spirit's brand promise ensuring a high level of team member engagement and guest satisfaction.

• Have a strong presence with frontline team members and provide a forum for ideas and discussion on areas of efficiency or improvement, as well as implementation, as appropriate.

• Be a role model for team members by demonstrating values and adhering to policies, processes, and service standards.

• Execute administrative requirements of the role, including but not limited to payroll, team member schedules, timesheets, payroll records, inventory management and ordering, in line with budget. 

• Ensure team members effectively represent the brand by adhering to the standards established in the Uniform and Appearance Policy.

• Build a strong station team through effective motivation, recognition and coaching and performance management to achieve work goals.

• Identify seasonal staffing requirements ensuring appropriate staffing levels are mainta