Lead Guest Experience Specialist Rocky Mountaineer Jasper Alberta
Restaurant Jasper
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Résumé du poste
Rocky Mountaineer is seeking a Lead Guest Experience Specialist for Jasper, AB, to lead daily operations at our Stations and Guest Centres during the seasonal peak from March to October. You will coordinate with onboard teams, manage guest inquiries, and uphold RM standards for memorable experiences for guests and partners.
The role requires supervisory experience, CRM familiarity (Salesforce), and strong public speaking abilities, with safety and mobility considerations for station operations.
Qualifications
- Certificate in Tourism, Hospitality, Travel or related field is an asset.
- Valid AB or BC Driver’s License with demonstrated safe driving record.
- Second language an asset.
Responsabilités
- Lead Guest Experience Specialists oversee daily operations at Stations and Guest Centres.
- Train and coach team members to deliver best-in-class guest service.
- Utilize CRM to track and resolve guest inquiries and issues promptly.
Connaissances
Formation
Outils
Description du poste
Rocky Mountaineer (Seasonal Full Time, March to October) Jasper, AB$25.05 an hour - Full-time Job detailsPay$25.05 an hourJob typeFull-timeShift and scheduleOvertimeWeekends as neededLocationJasper, ABFull job descriptionArmstrong Collective is the parent company of Rocky Mountaineer (RM) 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.
PurposeLead Guest Experience Specialists (LGES) play a crucial role in ensuring the smooth operation of our Stations and Guest Centres by providing leadership and support to our teams on a daily basis. You will be our teams’ go-to person when issues arise and help team members overcome challenges to ensure we can still deliver life-changing experiences to our guests. You will also support the Guest Experience Managers with various administrative duties that help us seamlessly execute our operations.
This position is deemed Safety Sensitive since regular access to an active railway area is required. The Lead GES is part of the Destinations Ground Operations (DGO) team responsible for the health and safety of colleagues, guests, the public, property, and the environment.
Important TimelineIf selected to move forward in our recruitment process, successful candidates will be contacted via email in January 2026. Interviews will begin in January, with this position scheduled to start in March. Please keep an eye on your email and junk mail for further updates.
Guest ExperienceDaily Operations: Work as part of our Destination leadership team to prepare, organize, oversee, and execute the daily operations of our Stations and Guest Centres.
Teamwork & CommunicationWork closely alongside other internal teams and external partners either in-person or via MS Teams, Email, Phone to pass along information, resolve issues and ensure our guests have a memorable experience.
AdministrationPrepare documentation and reports ahead of our daily operations to assist in the smooth execution of our operations. Monitor communications channels to respond to enquiries in a timely manner and ensure our Stations and Guest Centres are always stocked with the necessary supplies.
Guest Issue ManagementUsing our CRM system, ensure that all guest inquiries/issues are being actioned and resolved in a timely manner and in a fashion that upholds the Rocky Mountaineer standards and expectations of our guests.
Train Arrivals & DeparturesLead our teams through the smooth operation of our trains arriving and departing which includes motor coach transfers to/from the station, luggage handling, aiding guests with mobility requirements and ensuring the safety of all team members and guests during train embarkation/disembarkation, boarding/deboarding of motor coaches, and navigating through our railyards, stations and parking lots.
Leadership and Engagement
Training & CoachingProvide training to new/returning team members as well as ongoing coaching throughout the season to ensure we are delivering best-in-class service to our guests and continually develop our team members.
AuditingEnsure Rocky Mountaineer consistently delivers a top-notch guest experience by regularly auditing team members, partners and our operations and providing feedback where necessary.
On-Duty ManagementAssist or step in as an On-Duty Manager whenever required to run daily operations in the absence of a Manager.
Team EngagementHelp us build a motivated team and make Rocky Mountaineer a great place to work by building great relationships with team members, providing effective recognition and assisting team members throughout their time working with us.
Safety and SecurityEnsure adherence to RM safety and security standards, promoting a culture of safety and assisting in emergency response procedures. Report and support investigations of workplace incidents promptly and accurately.
Education/Certifications/Knowledge
Certificate in Tourism, Hospitality, Travel or related field an asset
Valid AB or BC Driver’s License with demonstrated safe driving record
Second language an asset
Experience in tourism, hospitality, and/or customer service an asset
1-2 years of supervisory experience desired
Experience using CRM systems (particularly Salesforce) an asset
Confident public speaking, including large groups and microphones
High attention to detail and organization
Energetic, motivated, and committed to guest service
Competent using Microsoft Office (Outlook, Word, Excel, Teams)
Ability to handle difficult scenarios and conversations in a calm, consistent and professional manner
Work EnvironmentSafety-sensitive environment with exposure to railway operationsEarly mornings, evenings, weekends, and split shifts; possible overtimeMust be able to push, pull, lift and carry up to 50 poundsRequired outdoor work in a variety of weather conditionsMust be legally authorized to work in Canada through the end of the season (April – October)
Health Care Spending Account (starts at $300)
Friends and family rail tickets and packages discount
Two annual complimentary rail passes (beginning your 2nd season)
Seasonal wage increases
Work shoes reimbursement
Exclusive discount with various partners on Perkopolis
Growth opportunities
Fun and inclusive team environment
Hourly wage: $25.05/hour
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.
Hike Jasper
Jasper Camping
Canadian Rockies
Jasper is a popular tourist destination, and has employment opportunities in the tourism and hospitality sectors. Jobs related to outdoor activities, accommodation, and services catering to visitors are commonly available. Additionally, there may be opportunities in retail, healthcare, and other support services.
Understand the industries that thrive in Jasper National Park; Tourism, hospitality, outdoor recreation, and service-related job sectors are often significant in places like Jasper. Laern about working in the area and learn about the businesses, accommodations, and lifestyle choices that match Jasper employment.
Explore websites of companies in Jasper that align with your career goals and lifestyle.
Jasper National Park is a stunning and popular national park located in the Canadian Rockies in Alberta, Canada.
Living in Jasper allows residents to enjoy the natural beauty of the park, with easy access to outdoor activities such as hiking, wildlife viewing, and skiing. It is essential to note that living and working in a national park area has unique considerations, including limited development accommodations to preserve the natural environment.
If you are considering employment and living in Jasper National Park, you may want to explore the housing options in Jasper itself or nearby towns like Hinton, which is located just outside the park boundary. Keep in mind that housing availability and costs can vary, so it's advisable to research and plan accordingly. Additionally, employment opportunities may be tied to tourism, hospitality, or other industries related to the Park and its visitors.
- Park Wardens - Law enforcement, wildlife protection, and visitor safety.
- Interpretive Guides - Lead educational programs, hikes, and wildlife tours.
- Visitor Services Attendants - Work at visitor centers, providing information.
- Conservation Officers & Ecologists - Protect and manage the park's environment.
- Maintenance Workers - Trail upkeep, infrastructure repairs, and facility maintenance.
- Jasper Hotel & Lodge Staff - Front desk, housekeeping, concierges, and management.
- Restaurant & Cafe Workers - Servers, bartenders, cooks, and baristas.
- Tour Guides - Leading sightseeing, historical, or adventure tours.
- Retail & Gift Shop Staff - Working in souvenir shops and outdoor gear stores.
- Rafting & Kayaking Guides - Leading groups on rivers.
- Ski Resort Staff - Ski instructors, lift operators, and patrol.
- Hiking & Backcountry Guides - Leading hiking and backcountry trips.
- Wildlife & Photography Tour Guides - Helping visitors spot wildlife.
- Equipment Rental Staff - Assisting visitors with gear and rentals.
- Jasper Shuttle & Tour Bus Drivers - Driving visitors between attractions.
- Equipment Technicians & Mechanics - Maintaining rental equipment.
- Parking & Traffic Control Staff - Managing visitor areas.
- Jasper Wildlife Biologists & Ecologists - Studying and preserving the ecosystem.
- Research Assistants - Assisting in environmental studies.
- Environmental Educators - Teaching conservation programs.
- Jasper Trail Maintenance Volunteers - Assisting in maintaining hiking trails.
- Event Coordinators - Working at events and festivals.
- Student & Internship Programs - Seasonal jobs with Parks Canada and tourism companies.
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