Guest Experience Specialist - Moab (Seasonal Part Time)

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 Guest Experience Manager.

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 through continued learning and education.

• 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, counting, 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.

• 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. 

• Conduct audits to ensure compliance with safety programs.

• 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

• High School Diploma or GED equivalency required

• Valid U.S. Driver’s License considered an asset

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

• Demonstrate a polished 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 juggle several tasks and take in