Guest Experience Manager - Kamloops (Seasonal Full Time, January to November)

Rocky Mountaineer; Kamloops; On-site; CAD 60,000 - 67,958; Full time

Benefits offered by this job

Company-paid group benefits plan

Short term incentive plan

Up to 5% group RRSP Matching plan

Two annual complimentary rail pass

Growth opportunities

Fun and inclusive team environment

Job summary

A luxury rail service provider in Kamloops is hiring a Guest Experience Manager for a seasonal full-time role. The successful candidate will oversee operations to ensure exceptional guest satisfaction, manage a team, and ensure safety protocols are followed. Ideal applicants will have significant leadership experience and a passion for hospitality. This role offers competitive pay and benefits, including complimentary rail passes starting from the second season.

Qualifications

• 5+ years of leadership experience leading large teams.
• 3+ years' experience working in an operations capacity ideally in tourism or hospitality.
• Confidence and competency with public speaking.

Responsibilities

• Manage daily operations of Train Station to achieve exceptional guest satisfaction.
• Develop and maintain relationships with external partners.
• Ensure compliance with safety programs.

Skills

Leadership

Communication

Problem-solving

Team management

Education

Bachelor’s degree in Tourism Management or Hospitality

Tools

CRM systems (Salesforce)

Microsoft Office

Job description

Guest Experience Manager - Kamloops (Seasonal Full Time, January to November)

Purpose

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.

Key Areas of Accountability

Guest Experience

• Manage the daily operations of the Train Station and/or Guest Centres to achieve exceptional guest satisfaction and representation of the RM 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 and hotels and tour group directors (keep this for end-point destinations, not needed for Kamloops)) to ensure timely delivery of luggage, arrival/departures of train and efficient detraining/boarding of guests.
• Coordinate motorcoach and taxi logistics to ensure efficient and timely transfer of guests.
• Ensure guest requests or issues are accurately documented and resolved in a timely manner with an exceptional level of guest service.
• Be the main point of contact at the station for external partners and contractors, ensuring they meet the requirements of the RM brand by resolving issues as needed.
• Ensure the aesthetics of the Station and Guest Centres are maintained in keeping with RM guest excellence standards.
• Represent RM at public functions to support the RM brand as required.
• Be well versed in RM products and respond knowledgeably to guest questions related to their journey.
• Implement standardized guest experience policies, practices, and procedures to ensure consistency of the RM brand.
• Develop and maintain relationships in keeping with RM’s guest experience excellence standards, including meetings pre and post season, throughout season, and/or training with hotel partners, transportation companies, and suppliers.

Leadership and Engagement

• Manage the destinations team to maintain high engagement and guest satisfaction.
• Be present with the frontline team, providing a forum for ideas and efficiency improvements, and implementing changes where appropriate.
• Serve as a role model by demonstrating RM values and adhering to policies, processes, and service standards and ensure team members represent the RM brand in line with the Uniform and Appearance Policy.
• Build a strong team through motivation, recognition, and coaching, meeting work goals and operating standards.
• Identify seasonal staffing needs and ensure appropriate staffing levels within budget and shift constraints.
• Recruit, onboard, train, coach, and mentor team members, supported by P&C, to meet guest excellence and operational standards and provide ongoing cross-training to ensure operational continuity and consistency.
• Prepare weekly shift schedules, minimize overtime, and maintain payroll and time records within budget guidelines.
• Ensure all team members understand RM’s strategic plan, key business metrics, and their role in success.
• Work towards achieving KPI and Net Promoter Score targets.
• Act as a communication link between head office and team members, relaying timely information on events, scheduling, policies, and procedures.
• Maintain records of discussions, training completion, and performance management in line with RM’s standards.
• Lead goal-setting meetings and conduct performance reviews, documenting accordingly.
• Ensure expenditure aligns with budgets and RM policies.
• Play an active role in future operational planning to ensure continual improvement of Rocky Mountaineer’s operations, people and guest experience.
• Create, update, and ensure compliance with standard operating procedures (SOPs).
• Perform other duties as required for effective station management.

Safety and Security

• Ensure all safety, security, and emergency procedures are understood, followed, and executed to mitigate hazards for guests, team members, and partners.
• Maintain a safe work environment by using safety equipment and addressing unsafe practices, while identifying and reporting safety concerns.
• Investigate workplace incidents and complete necessary documentation promptly in line with the safety management system.
• Conduct regular audits to ensure compliance with safety programs and proactively build awareness to enhance workplace safety culture.
• Ensure contractors and suppliers adhere to health and safety requirements.
• Respond professionally to medical emergencies, supporting onboard management as needed.
• Lead response plans during irregular operations or emergencies and participate in emergency operations center training and debriefs.
• Ensure team members attend health and safety meetings during the regular season as required.

Recruitment Timeline

If selected to move forward in our recruitment process, candidates will be contacted via email in November and December 2025. Interviews will be conducted in December, with successful candidates starting in role in mid-January 2026. Please keep an eye on your email for further updates.

Qualifications

Education/Certifications/Knowledge

• Bachelor’s degree in Tourism Management or Hospitality considered an asset; or a combination of education and experience
• Valid AB or BC Driver’s License required

Experience

• 5+ years of leadership experience leading large teams in an operations capacity
• 3+ years' experience working in an operations capacity ideally in tourism or hospitality preferred
• Experience with reporting, scheduling, and documenting standard operating procedures (SOPs) considered an asset
• Confidence and competency with public speaking in front of large groups and/or on microphones
• Ability to adapt to new technology and learn platforms
• Experience using CRM systems (particularly Salesforce) is an asset.

Skills

• Advanced leadership and coaching skills
• Advanced verbal and written communication skills
• Intermediate Microsoft Office skills (Outlook, Word, Excel, Power Point)
• Familiarity in world-class guest experience, and/or luxury brand an asset

Attributes

• Warm, charismatic, polished, professional, and commanding leadership presence
• Critical thinker and ability to solve problems creatively
• Ability to work well under pressure
• Ability to influence stakeholders at various levels

Work Environment

• Safety-sensitive environment with exposure to railway operations
• Early mornings, evenings, weekends, and split shifts; possible overtime
• Must be able to push, pull, lift and carry up to 50 pounds
• Required outdoor work in a variety of weather conditions
• Driving company vehicles for travel to RM locations as needed
• Must be legally authorized to work in Canada through the end of the season (April – October)

Perks And Benefits

• Company-paid group benefits plan
• Short term incentive plan
• Up to 5% group RRSP Matching plan
• Two annual complimentary rail pass (beginning your 2nd season)
• Friends and family rail tickets and packages discount
• Exclusive discount with various partners on Perkopolis
• Growth opportunities
• Fun and inclusive team environment

Salary Range

$60,000 to $67,958 annually (pro-rated for season worked)

Equal Opportunity Statement

The company 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. If you require any accommodation during the application process or throughout your employment, please let us know. We will work with you to ensure your needs are met and to create a supportive environment.

Additional Notes

This job description is not exhaustive of all duties and will encompass additional duties assigned. Responsibilities, title, reporting structure and duties may be changed in response to business requirements.

Job Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Management and Manufacturing
• Industries: Travel Arrangements