Job Description

Purpose
This position on the Guest Experience Operations Team plays a key role in delivery of service excellence for guests during travel.
This position is responsible for oversight and operation of the Rocky Mountaineer Vancouver/Banff/Jasper Station operations, the Jasper Destinations team and oversight of all hotel and partner operational relationships, check-in, luggage and motorcoach transfer operations.
The overall accountabilities also encompass people leadership and engagement, oversight and continuous improvement of station operations and ensuring the health and safety of all guests and team members. Accountable for guest experience KPIs, this role proactively identifies opportunities and fosters strong relationships with key internal teams and external partners to ensure a seamless delivery of the guest experience both at and away from the station within budget and cost per guest targets.
This role is deemed Safety Sensitive. This position 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
People Leadership:

• Actively coach and mentor your direct reports to instill a culture of ownership, achieve guest experience KPIs and lead an engaged and empowered team (through goal setting, regular 1:1s, coaching and reviews).

• Ensure your direct reports are familiar with Rocky Mountaineer\xe2\x80\x99s strategic plan and key business metrics, how the company is trending and their role in driving success.

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

• Oversee and support internal teams and your direct reports in pre-season preparation, the recruitment process, and the delivery of training programs.

• Ensure consistent team member performance management and create a pipeline of Leaders RM.

• Implement standardized policies, practices, and procedures to ensure consistency of the RM brand.

• Create and successfully implement annual operating plan and assigned Standard Operating Procedures (SOPs) for assigned region.

• Fiscal responsibility, accountability and participation in annual department operating and capital budgets.

• Own operational and organizational decisions impacting all team members and/or guests.

• Be proactive and responsive in improving the customer experience while balancing cost per guest.

• Ensure a safe working environment for staff, guests, public and contractors by utilizing internal safety processes / training, maintaining the safety equipment, and rectifying unsafe practices and situations.

• Work shifts as an on duty manager overseeing train arrivals and departures to support the operations as required.

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

• Be a role model for team members by living the values and culture of the organization and adhering to policies, processes, and service standards.

• Represent the interests of RM while establishing collaborative relationships with external (e.g., hotel, motor coach, sightseeing operators, community leaders) and internal partners (e.g., train management, rail operations, product operations) that facilitate the development and implementation of process improvements to streamline operations, ensure consistency of service delivery and logistics, and improve the guest experience.

• Work closely with partners and community leaders to foresee and mitigate external forces or market trends which could impact service delivery.

• Liaise with Sales, Product Operations, and other internal departments to resolve and mitigate issues that impact the guests while in travel.

• Assist in designing the framework for a Guest Centre Program focused on ensuring consistent, integrated, and seamless service delivery at each touchpoint of the guest journey (in-travel) while empowering team members to resolve guest issues at first point of contact and to create \xe2\x80\x9cWOW\xe2\x80\x9d moments.

• Work with all Guest Experience Leaders and our partners to implement Guest Care initiatives.

• Identify and act on opportunities within your departments to improve efficiency and effectiveness of service delivery which includes standardizing processes and creating tools for front line team members.

• Participate in interdepartmental projects and committees.

• Know, understand, and execute on all safety, security and emergency response standards and procedures.

• Conduct and record audits to ensure compliance with safety programs.

• Identify and report safety hazards, incidents, near-misses, and concerns.

• Be proactive in building awareness and enhancing a culture of workplace safety.

• Participate in Emergency Response training, operations and debriefs.

• Investigate all workplace incidents and complete the necessary paperwork in a timely and accurate manner as per the safety management system procedures.

• Ensure team member attendance at health and safety meetings during the regular season as required.

• Respond to first aid and medical emergencies involving guests and team members in a professional and calm manner.

• Support Guest Operations team during medical emergencies when required.

• Lead the development and execution of station response plans during an irregular operation or emergency.

• Bachelor\xe2\x80\x99s degree

• 5+ years of leadership experience leading teams over 50 employees in an operations capacity

• 5+ years\xe2\x80\x99 experience working in an operations capacity ideally in tourism or hospitality industry is preferred

• Experience with financial reporting, scheduling, and documenting Standard Operating Procedures (SOPs) is considered an asset

• Advanced leadership and coaching skills

• Advanced verbal and written communication skills

• Intermediate Microsoft Office skills (Outlook, Word, Excel, PowerPoint)

• Shift work consisting of scheduled hours with the irregular hours, including nights, weekends, holidays, and long hours

• Work in a live rail environment and outside in all weather conditions

• This role is Jasper based with limited work from home opportunities

• Infrequent travel between RM locations is required

• Warm, charismatic, polished, professional, and commanding leadership presence

• Critical thinker and ability to solve problems creatively

• Ability to work well under pressure with multiple projects and timelines

• Ability to influence stakeholders at various levels