Job Description

The Guest Experience Centre (GEC) Representative will report into the Team Lead, GEC.

The Guest Experience Centre is responsible for all guest inquiries and feedback during and after travel. This role is part of a team working in a high energy fast paced environment. GEC Representatives are problem solving champions, empowered to make decisions on behalf of the company. Further to assisting guests, this role is also a support service for other departments of the Rocky Mountaineer operation.

Key Areas of Accountability

Customer Service & Partnering

• Provide assistance to in-travel and post-travel guests from office locations
• Attend to the Guest Experience Centre phone line and email
• Communicate with Travel Agents and Partners
• Review, investigate and resolve guest issues and complaints during and post travel.
• Support the achievement of KPI, Dashboard and NPS targets
• Provide support to internal teams (Onboard, Destinations, Sales and Product teams)
• Communicate changes and information updates to the team
• Provide on-going feedback and comments to the leadership team
• Take part in creating a fun and healthy working environment
• Assists with communications to our guests during an emergency event

Qualifications

Education / Certifications / Licenses

• High School Diploma or GED equivalency
• Post-Secondary education an asset (with related transferable skills)

Experience

• A minimum of one (1) year of experience in travel, tourism and/or hospitality
• Familiarity in world class guest experience and/or luxury brand an asset
• Experience with Microsoft Office and information management systems (e.g. Salesforce)
• Call centre experience an asset

Skills

• Ability to work in a high volume and high demand environment
• Ability to demonstrate excellent listening skills
• Ability to handle difficult scenarios and conversations in a calm, consistent and professional manner
• Excellent written communication skills including the ability to compose and format business letters
• Excellent verbal skills primarily via phone
• French/Mandarin language skills an asset
• Team Player
• Proficiency with Microsoft Office and information management systems (e.g. Salesforce)
• Ability to make effective, creative, financially prudent decisions in resolving guest issues fulfilling the best interests of guests and the organization
• Ability to succeed in a pressured environment with multiple immediate items to action at a time

Work Environment

• Shift work consisting of scheduled hours with irregular hours, including nights, weekends, holidays, and long hours.
• This role is Vancouver office based with limited work from home opportunities
• Infrequent travel between RM locations maybe required