Guest Services Manager (Seasonal Full Time - February to November)
Job Overview
Employment Type
Temporary
Full-time
Compensation
Type:
Salary
Rate:
Range $62,000.00 - $72,000.00
Work Schedule
Standard Hours
Weekend Shifts
Benefits
Medical
Dental
Vision care
Life insurance
short term disability
long term disability
accidental death and dismemberment insurance
Business Travel Accident insurance
Business travel emergency medical insurance
Vacation Time
Sick Time
Company holiday pay
401(k) Plan
Friends and family rail tickets and packages discount
Two annual complimentary rail passes
Seasonal wage increases
growth opportunities
Fun and inclusive team environment
Job Description
Armstrong Collective is the parent company behind Rocky Mountaineer and Canyon Spirit, two distinguished names in the luxury rail travel industry. Founded in 1990, Armstrong Collective has established itself as the largest privately-owned luxury rail company in the world, having proudly welcomed over 2.4 million guests on unforgettable journeys across Western Canada and the American Southwest. The company is deeply committed to its core values which include Creating Meaningful Moments, Being One Team, and Achieving Extraordinary Outcomes. Armstrong Collective fosters a work culture grounded in respect, integrity, and honesty, championing diversity and talent development to support both team members and... Show More
Job Requirements
- Must be over 21 years old
- Valid current U.S. driver’s license
- Exceptional physical endurance and emotional resiliency
- Ability to work long days including stooping, lifting, kneeling, bending, crouching and climbing
- Ability to lift and carry 40-plus pounds
- Able to travel away from home base for up to 6 days at a time
- Able to work weekends and holidays
- Legally allowed to work in the United States
Job Qualifications
- Undergraduate degree or combination of technical certification and experience
- Undergraduate degree in hospitality/tourism management or relevant field preferred
- Current or past certifications in food handling and/or alcohol service preferred
- 3-5+ years people leadership experience leading medium-sized teams
- 5+ years experience in hospitality/tourism industry in a guest-facing environment
- Experience in safety alert and railroad environment a plus
- Demonstrated polished leadership style, disciplined work ethic and strong emotional intelligence
- Strategic decision-making ability with relationship-building skills
- Highly organized with advanced verbal and written communication skills
- Proficient in Microsoft Office suite and customer-related management tools
- Experienced in understanding and influencing guest experience metrics
- Physical endurance and emotional resiliency
- Excellent interpersonal and problem-solving skills
- Advanced stress management skills
- Ability to work independently and as part of a team
Job Duties
- Make immediate decisions in a high-pressure environment impacting crew, guests and stakeholders
- Facilitate the execution of services encouraging teamwork and lateral service
- Provide and support effective problem resolution and tracking of guest issues and concerns
- Drive growth and development of team members through recruitment, training, coaching, performance management, and recognition
- Foster a collaborative culture of service excellence
- Identify opportunities for innovation and lead change-management
- Ensure compliance with company policies, procedures and service standards
- Execute administrative duties including culinary and safety audit preparations, crew assignments, guest information compilation, inventory management and ordering within budget
- Build strong relationships with team members, managers, internal/external partners and stakeholders
- Respond knowledgeably to guest questions related to Armstrong Collective products
- Oversee storytelling levels and guest messaging
- Manage delivery of guest meals and beverages
- Participate in strategic projects and annual Guest Experience Operating Plan
- Engage with company communication tools
- Provide a safe and respectful workplace environment
- Support recruitment, orientation and training of onboard team members
- Collaborate with Destinations teams to relay guest information
- Understand rail operations and anticipate impact on guest services
Job Qualifications
Experience
Expert Level (7+ years)
Job Location
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