PurposeThe Guest Services Manager (GSM) reports to the Train Manager and is accountable to the Senior Onboard Manager. The Guest Services Manager leads the delivery of onboard service excellence, role models the values and culture of the organization, and supports training, coaching, and performance management programs during rail journeys between Vancouver, Banff, and Jasper. The GSM is accountable for the execution of service and safety standards, programs, and processes. This position is deemed Safety Sensitive. All onboard team members must adhere to and comply with onboard safety standards. This also includes reporting any violations and providing support in the event of an emergency. This position requires the incumbent to periodically access an active railway area where impaired performance could result in significant incidents affecting the health and safety of team members, guests, team members, the public, property, or the environment.Key Areas of AccountabilityDaily dutiesManages the delivery and execution of all onboard services in a timely manner to exceed guest expectationsEnsures the host team is following all established standards, SOP’s and PoliciesResponsible for identifying, resolving and documenting guest issuesEnsures effective delivery of messaging and communication to guests and crewAdministrative duties, including but not limited to, payroll, crew assignments, crew accommodationEnsures compliance with waste management and reduction initiatives, including composting and recycling programsLeading the onboard teamFosters a collaborative culture of service excellenceDrives the growth and development of all team members through recruitment, training, coaching, performance management, and recognitionEncourages a One Team approach by building strong cross-departmental relationships and champions corporate initiatives,



identifying opportunities for innovation and continuous improvement and leading the implementation of recent servicesFocused on improving service delivery through regular service audits, team members’ input, and guest feedback.Participates in strategic Rocky Mountaineer projects as required and assists in the execution of the annual Guest Experience Operating PlanMaintaining Health and Safety StandardsResponsible for ensuring all equipment is properly maintained and handledResponsible for the safety, security, and first aid of crew and guests onboard, tracking and investigating all injuries/near misses.When required, supports the Train Manager with the execution of emergency response.Supports compliance of Transport Canada and Health Canada regulationsQualificationsEducation / Certifications / LicensesUndergraduate degree in hospitality/tourism management is preferred, or post-secondary with a combination of technical certification and experienceBC Food Safe certification; is requiredServing It Right (SIR) or Proserve; is requiredValid First Aid & CPR/AED certification is an assetValid BC Driver’s License; is an assetFluency in English languageFluency in additional languages is an assetValid form of ID for domestic travel requirements (passport, driving license, etc.)Experience5+ years’ leadership experience including at least 3 years leading medium (20+) sized teams5+ years’ experience working in the hospitality/tourism industry, or similar guest facing environmentPrevious experience in a luxury restaurant or hotel operation is an assetSkills & AttributesDemonstrates a polished leadership style, disciplined work ethic,



and strong emotional intelligenceApproaches decision making strategically with the ability to build relationships with onboard and support teams, external vendors, and contractorsHighly organized with advanced verbal and written communication skills, attention to detail, and proficiency in the use of Microsoft Office suite, customer-related management tools and web-based platformsExperienced in public speaking, with strong, polished microphone presence and the ability to engage audience effectivelyExperienced in understanding, communicating, and influencing guest experience metricsPhysical endurance and emotional resiliency with the ability to adapt and work long daysWork EnvironmentMust be able to lift and carry up to 50 poundsAble to travel away from home base for up to 6 days at a timeMust be legally authorized to work in CanadaOutdoor work in a variety of weather conditionsAbility to work in a fast paced, environment on a moving trainHybrid Work Policy applicable during office hoursCompensation$26.00 to $32.00 per hour (not eligible for overtime) and can vary based on job-related expertise, qualifications, experience and internal equity.Perks and BenefitsCompany-paid group benefits planShort term incentive planUp to 5% group RRSP Matching planTwo annual complimentary rail pass (beginning your 2nd season)Friends and family rail tickets and packages discountExclusive discount with various partners on PerkopolisGrowth opportunitiesFun and inclusive team environmentThe 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 setting.#J-18808-Ljbffr

📌 Guest Services Manager (Seasonal Full Time To October) - $26 - $32 An Hour (Winnipeg)
🏢 Rocky Mountaineer
📍 Winnipeg