Guest Experience Manager Rocky Mountaineer Jasper Alberta Rocky Mountaineer (Seasonal Full Time, January to November).

Contract: Full-time.

Shift and schedule: Overtime, Weekends as needed.

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. where diversity is valued, and talent is developed to support the growth of our team members and our company. 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. 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.

Represent RM at public functions to support the RM brand as required. 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.

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. 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. 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.





Investigate workplace incidents and complete necessary documentation promptly in line with the safety management system. 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. Bachelor's degree in Tourism Management or Hospitality considered an asset;

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.

Experience using CRM systems (particularly Salesforce) is an asset. Advanced leadership and coaching skills.

Intermediate Microsoft

Office skills (Outlook, Word, Excel, Power Point).

Skills: Familiarity in world class guest experience, and/or luxury brand an asset. Early mornings, evenings, weekends, and split shifts; possible overtime. Required outdoor work in a variety of weather conditions.

Driving company vehicles for travel to RM locations as needed. Short term incentive plan. Two annual complimentary rail pass (beginning your 2nd season). Friends and family rail tickets and packages discount.

Our solid 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.

📌 Guest Relation/ Hospitality Officer F/H (Jasper)
🏢 The Fairmont Jasper Park Lodge
📍 Jasper