Guest Experience Manager - Banff & Lake Louise (Seasonal Full Time, January to November)

Job Category : Guest Operations

Requisition Number : GUEST003080

- Posted : October 20, 2026
- Full-Time
- In office

Locations

Showing 1 location

Banff Station | Banff, AB
Banff, AB, CAN

Description

Armstrong Collective is the parent company of Rocky Mountaineer and Canyon Spirit, creating unforgettable rail journeys through some of the most breathtaking landscapes in Western Canada and the American Southwest. Guided by our values, Create Meaningful Moments, Be One Team, and Achieve Extraordinary Outcomes, we show up every day with pride, ownership, and a shared commitment to excellence. We work hard, support one another, embrace new possibilities, and celebrate growth, all in a respectful and inclusive environment where integrity, collaboration, and passion for the guest experience lead the way.

Role Overview

The Guest Experience Manager reports into the Senior Manager, Guest Experience.

The Guest Experience Manager is accountable for delivering consistently exceptional, safe, and on‑brand guest experience within assigned destinations. Acting as Rocky Mountaineer’s primary on‑the‑ground leader, this role translates organizational vision and service standards into daily operations, team execution, and partner collaboration.

The Guest Experience Manager leads destination teams and works closely with internal stakeholders and external partners to ensure seamless guest journeys, operational excellence, and the achievement of guest experience, safety, and performance objectives. This role plays a critical part in creating life‑changing experiences for guests while fostering an engaged,



high‑performing team environment.

This role isdeemedSafety Sensitive. This position requires the incumbent to periodically access an active railway area where impaired performance could resultinsignificant incident affecting the health and safety of team members, guests, team members, the public,propertyor the environment.

Key Responsibilities

Deliver Exceptional Guest Experience

- Lead daily station and Guest Centre operations to consistently deliver exceptional guest satisfaction and reflect Rocky Mountaineer’s brand, values, and service standards.
- Serve as the accountable on‑site decision maker, addressing guest issues promptly and effectively while balancing safety, operational constraints, and guest needs.
- Ensure station and Guest Centre environments meet established aesthetic, service, and safety standards.
- Act as the primary liaison for on‑site partners and contractors addressing service gaps and reinforcing brand expectations.
- Apply standardized guest experience practices while identifying opportunities to improve consistency and quality across locations.
- Represent Rocky Mountaineer professionally with partners and community stakeholders as required.

Lead, Inspire, and Develop Teams

- Lead, coach, and engage destination teams to achieve high levels of performance,



accountability, and guest satisfaction.
- Foster a team environment where feedback, learning, and continuous improvement are encouraged.
- Manage recruitment, onboarding, training, scheduling, and performance management in partnership with People & Culture and within approved budgets.
- Set clear expectations and goals aligned to departmental KPIs, Net Promoter Score targets, and seasonal priorities.
- Empower team members to solve problems and make appropriate decisions within their scope, reinforcing accountability and ownership.
- Ensure team understanding of organizational priorities, operational plans, and how their work contributes to success.

Collaborate and Build Strong Partnerships

- Work collaboratively with internal departments to coordinate train operations, guest transfers, and irregular operations.
- Build and maintain effective relationships with hotels, transportation providers, and suppliers to support seamless service delivery.
- Proactively address service challenges or conflicts with partners using a solutions‑focused, respectful approach.
- Share timely and accurate information with stakeholders to support coordinated decision‑making and execution.

Drive Operational Excellence and Improvement

- Monitor guest experience metrics, operational KPIs, and team performance to identify improvement opportunities.
- Lead the implementation of process improvements, SOP updates, and operational changes with minimal disruption.
- Encourage team input and innovative thinking to improve efficiency, safety, and guest experience outcomes.
- Play an active role

📌 Guest Experience Manager (Banff)
🏢 Canyon Spirit
📍 Banff