Purpose

Rocky Mountaineer 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.

Reporting to the Lead Train Manager, the Guest Services Manager (GSM) leads the delivery of Onboard service excellence, role models the values and culture of the organization, and supports training, coaching, and performance management programs during a three (3) day rail journey between Denver, CO, and Moab, UT. The GSM is accountable for the execution of service and safety standards, programs, and processes.

This position is deemed Safety Alert since regular access to an active railway area is required. The Guest Services Manager is part of the Onboard leadership team, responsible for the health and safety of colleagues, guests, the public, property, and the environment.

Key Areas of Accountability

Service

Assist the Management Team in directing the service delivery onboard railcars and deliver on RM’s brand promise enabling team members to create life changing experiences for guests.

Tasks

• Ensure team members comply with company policies, procedures, and service standards throughout the train journey and at all destinations.

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

• Support the delivery of effective and efficient solutions to resolve guest issues and concerns.

• Ensure effective delivery of all guest messaging and communication.

• Support Onboard team members in delivering guest meals and beverages to specifications.

• Ensure consistent high-quality beverage preparations and meal services.

People

Provide a safe and respectful workplace for Onboard team members that fosters a positive and engaging environment enabling the team to emulate RM’s vision and values of creating meaningful moments and achieving extraordinary outcomes for the guests.

Tasks

• Participate in and support the recruitment and orientation of the Onboard team members as required.

• Assist with coaching of Onboard storytelling, socialization, and culinary service.

• Participate in the monitoring, review, and sign-off of storytelling levels for the Onboard Host team.

• Assist in the morning crew briefing meetings with the Onboard team.

• Review final documents with each guest, confirming their plans during their journey, and offering support with their journey if required.

• Communicate with the Destinations teams relaying all guest information gathered, i.e.: hotel bedding requests, flight and rental car information, bag delivery preferences, activity requests, etc. to support a seamless arrival into each destination,

• Track and document performance management and audit discussions in accordance with RM’s performance management standards.

• Assist the Onboard Management Team with the Onboard Hosts’ performance through pre & post-trip debriefs, recognition programs, mandatory audits, coaching, and performance reviews.

• Participate in other tasks as assigned.

Safety

Adhere to RM’s safety and security standards so that hazards and concerns are mitigated/reduced for RM guests, team members, and partners.

Tasks

• Understand and execute all safety, security, and emergency response standards and procedures.

• Identify and report safety hazards and concerns.

• Communicate all Onboard defects in accordance with the standard operating procedure and follow up with the System and Operations (SOM) team as required.

• Look for efficiencies within the operation.

• Report all injuries and near misses in assigned railcars to the Train Manager and support the investigation of all workplace accidents.

• Respond to first aid and medical emergencies involving guests and team members professionally and calmly; provide first aid support in accordance with training and certifications.

• Complete all safety and security paperwork in a timely and accurate manner.

• Ensure Onboard team compliance with Alcohol Serving Safety Standards, Food Safety Standards & HACCP guidelines.

Efficient Operating Model

Monitor and coordinate operational impacts so that process, policy, and service standards are maintained, or changed to enhance our business.

Tasks

• Ensure all processes related to stocking the train and provisioning are completed.

• Monitor and recommend opportunities for efficiencies.

• Build strong relationships with the team, internal partners, and stakeholders.

• Act as a conduit between the corporate office and the Onboard team by communicating timely and accurate information about upcoming events, crew scheduling, RM policies, and procedures.

Qualifications

Education / Certifications / Knowledge

• Undergraduate degree or combination of technical certification and experience.

• An undergraduate degree in hospitality/tourism management is preferred.

• Current or past certifications in food handling and/or alcohol service is preferred.

• First Aid training is an asset.

Experience/Skills

• 5+ years people leadership experience including at least 3 years leading medium-sized teams (15+ team members)

• 5+ years' experience working in the hospitality/tourism industry in a guest-facing environment

• Excellent influencing skills and ability to establish and build relationships at all levels of the organization

• Excellent interpersonal, leadership, and problem-solving skills and adept at dealing with guest issues and managing conflict

• Excellent verbal and written communication skills

• Solid time management and administrative skills and proficiency in using Microsoft Office

• Solid ability to multitask and willingness to take initiative, exhibit strong self-leadership skills, resilient, adaptable, and willing to embrace change

• Advanced stress management skills and ability to cope with a fast-paced, continuously changing work environment

Work Environment

• A valid, current U.S. Driver’s license required

• Exceptional physical endurance and emotional resiliency with the ability to work long days

• Must be able to lift and carry up to 40 pounds

• Able to travel away from home base for up to 3 days at a time

• Able to work weekends and holidays

• Must be legally allowed to work in the United States until December, 2023

Attributes

• Demonstrates a commanding and polished leadership presence

• Energetic, motivated, hardworking, and committed to delivering guest service excellence

• Ability to work independently and as part of a team

• Demonstrates a professional, accountable work ethic; self-motivated

Salary

• $50,700 - $58,000 USD

• Eligible for Rocky Mountaineer’s Short Term Incentive Plan (STIP) at a target of 10%

Eligible Benefits

All team members regularly working 30 hours per week will be eligible for our group benefits plan, which includes:

• Medical, Dental, Vision, Life Insurance

• Short term disability, long term disability, and Accidental Death & Dismemberment policy

• Travel emergency assistance

• Business travel accident insurance and business travel emergency medical insurance

• Vacation time, sick time, and company holiday pay

• 401(k) plan

• Rocky Mountaineer is covered under the Railroad Retirement Act. The U.S. Railroad Retirement Board (RRB) administers the benefits programs covered under the Railroad Retirement Act, including retirement, survivor, unemployment, sickness, and disability benefits. For more information regarding the benefits of the RRB, visit the Railroad Retirement Board website at rrb.gov

Rocky Mountaineer is an equal opportunity employer, driven by our values of creating meaningful moments, being one team, and achieving extraordinary outcomes. Our strong company culture supports our vision of a diverse, open, safe, and respectful workplace. We celebrate diversity and are committed to creating an inclusive environment for all team members.