Guest Experience Manager Rocky Mountaineer Jasper Alberta

Restaurant Jasper; Municipality of Jasper; On-site; CAD 60,000 - 68,000; Full time

Benefits offered by this job

Company-paid group benefits plan

Rail passes

Job summary

Rocky Mountaineer in Jasper, AB seeks a Guest Experience Manager to lead daily operations at the Train Station and Guest Centres, ensuring exceptional guest satisfaction and alignment with RM brand. You will coordinate with onboard and operations teams, manage logistics with partners, recruit and coach staff, and drive KPI and Net Promoter Score targets.

This is a seasonal full-time role from January to November with a salary range of CAD 60,000–67,958 per year.

Qualifications

• Bachelor's degree in Tourism Management or Hospitality considered an asset.
• 5+ years of leadership experience leading large teams in an operations capacity.
• Experience using CRM systems (particularly Salesforce) is an asset.
• Strong verbal and written communication skills.
• Advanced Microsoft Office skills (Outlook, Word, Excel, PowerPoint).

Responsibilities

• Manage daily operations of the Train Station and Guest Centres to achieve exceptional guest satisfaction and representation of the RM brand.
• Coordinate motorcoach and taxi logistics to ensure efficient transport of guests.
• Lead the destinations team and manage staffing within budget and shift constraints.
• Recruit, onboard, train, coach, and mentor team members to meet guest excellence standards.
• Develop and maintain relationships with hotel partners, transportation companies, and suppliers.

Skills

Leadership

Communication

Public speaking

CRM experience (Salesforce)

Team management

Operations coordination

Education

Bachelor's degree in Tourism Management or Hospitality asset

Tools

Salesforce CRM

Microsoft Office

Job description

Guest Experience Manager Rocky Mountaineer Jasper Alberta

Rocky Mountaineer (Seasonal Full Time, January to November). Location: Jasper, AB. Salary: $60,000–$67,958 a year. Contract: Full-time. Shift and schedule: Overtime, Weekends as needed.

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

• 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 (Onboard, Systems Operations and Mechanical, Product Operations) and with external partners (motorcoach drivers, hotels and tour group directors) 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

• Create and lead 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 ensuring 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 toward 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.

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.

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.
• Experience: 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.
• Skills: Advanced verbal and written communication skills.
• Skills: Intermediate Microsoft Office skills (Outlook, Word, Excel, Power Point).
• Skills: 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).

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.

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.