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Guest Experience Specialist

4 months ago

Glenwood Springs, United States Rocky Mountaineer Full time
Important Timelines

This is a seasonal position, through to October 2024. Please keep an eye on your email and junk mail for further updates.

Purpose

Rocky Mountaineer (RM) is the world’s largest privately-owned luxury passenger rail service. We are committed to living our values: Create Meaningful Moments, Be One Team, Achieve Extraordinary Outcomes. We endeavor to foster a work environment of respect, integrity, and honesty; where diversity is valued, and talent is developed to the benefit of the individual and the company.

The Guest Experience Specialist (GES) reports to the Station Management team.

This position is responsible for providing excellence in guest satisfaction through direct service to guests at the assigned destination. The GES is a problem-solving champion, empowered to make decisions on behalf of the company.

This position is deemed Safety Alert since regular access to an active railway area is required. The GES is part of the Destinations Guest Operations (DGO) team, responsible for the health and safety of colleagues, guests, the public, property, and the environment.

Key Areas of Accountability

Guest Experience

• Execute the daily operations of the station to provide world-class service to guests and to deliver on RM’s brand promise enabling the creation of life changing experiences.

• Respond knowledgeably to guest questions related to their journey by being well versed in RM products.

• Monitor and action communication channels (e.g., station email inbox, personal RM email, voice messages, MS Teams).

• Prepare documentation, manifests, supplies, and check-in/scanning equipment for daily operations.

• Maintain station supplies inventory (e.g., luggage tags, office supplies), communicate with the designated team members or partners to order and replenish as required.

• Respond to questions and/or prepare manifests for hotel and tour partners, tour groups, and sightseeing tours.

• Greet guests, perform check-in duties, answer questions, and provide direction to ensure smooth transfers to/from the train.

• Document and communicate concerns from guests, the Onboard team, and internal/external partners. Resolve or escalate as required.

• Deliver special guest requirements, including accessibility needs, as required.

• Order transportation (e.g., taxis, ride share) as required.

• Operate equipment for guests requiring mobility assistance (e.g., wheelchair, mobility lift).

• Maintain station/siding aesthetics in line with the RM standard by cleaning the platform and public areas and restocking supplies.

• Assist with station/siding traffic flow as required by guiding motorcoaches and luggage trucks by directing guests and the public.

• Perform tagging, sorting, scanning, loading, unloading, and delivery of guest luggage, as well as preparing luggage reports and assisting with misdirected luggage.

• Ensure safe boarding and offboarding of vehicles; transportation to and from station/sidings; use of mobility equipment; movement around stations/sidings; and provide relevant safety commentary.

• Public speaking in front of large groups and/or on microphones, as required.

• Escort guests by motorcoach/shuttle to/from partner hotels/sidings and provide commentary en route when required.

• Provide local restaurant and activity recommendations, directions, and assistance to guests.

Safety and Security

• Adhere to RM’s safety and security standards so that safety hazards and concerns are mitigated/reduced for RM guests, team members, and partners.

Qualifications

Education/Certifications/Knowledge

• High School Diploma or GED equivalency required

• Valid U.S. Driver’s License strongly preferred

Experience

• Experience in tourism, hospitality, and/or customer service desired

• Familiarity in world class guest experience, and/or luxury brand an asset

• We are willing to train if you are willing to learn

Skills

• Professional communication skills, both verbal and written

• Confidence and competency with public speaking in front of large groups and/or on microphones

• Strong time management and administrative skills

• Ability to juggle several tasks and take initiative

• Ability to work independently and as part of a team

• Professional, accountable, and responsible work ethic

• Ability to work in a high volume and high demanding environment

• Ability to handle difficult scenarios and conversations in a calm, consistent, and professional manner

• Highly organized with strong attention to detail

• Energetic, motivated, hardworking, and committed to guest service

• Proficient with MS Office applications (Word, Excel, Outlook, PowerPoint)

• Ability to adapt to new technology and learn platforms

• Ability to safely lift 50 pounds and to repeatedly carry and safely load luggage into a transport truck

Work Environment/Physical Requirement

• Schedule regularly includes evenings and weekends as per train arrival/departure schedules. Overtime may be required for irregular operations or delays

• This role may require luggage handling and heavy lifting

• Requires work in a Safety Alert environment including railway tracks, moving trains, and other vehicles

• Requires outdoor work in a variety of weather conditions

• Must be legally allowed to work in the United States for the full duration of the operating season (April-October)

Salary Range

• Salary: $21.25 USD / Hour

Eligible Benefits (PART-TIME)

All team members regularly working less than 30 hours per week will be eligible for these benefits:

• Rocky Mountaineer is covered under the Railroad Retirement Act. The U.S. Railroad Retirement Board (RRB) administers the benefits programs covered under the Railroad Retirement Act, including retirement, survivor, unemployment, sickness, and disability benefits. For more information regarding the benefits of the RRB, visit the Railroad Retirement Board website at rrb.gov.

• Business travel accident insurance and business travel emergency medical insurance

• Vacation time, sick time, and company holiday pay

• 401(k) plan (employee contributions only)

• Up to 50% discount in Rocky Mountaineer rail tickets and packages

• Two annual complimentary rail passes (beginning your 2nd season)

• Seasonal wage increases

• Growth opportunities

• Fun and inclusive team environment

Rocky Mountaineer 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.

"We use E-Verify as part of our hiring practices to comply with having a lawful workforce.

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. Any such changes shall not be deemed as constructive or actual dismissal.