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

Reporting to the Director, Guest Engagement & Experience Design, the Senior Manager, Guest Communication & Engagement is responsible for the strategy, governance, delivery, and continuous improvement of all guest-facing communications across Rocky Mountaineer and Canyon Spirit. This role leads the end-to-end guest communication experience, ensuring guests receive timely, accurate, engaging, and brand-aligned information throughout their journey. As a key people leader, the Senior Manager translates business strategy into actionable plans, fosters a high-performing and collaborative team culture, and builds strong partnerships across Operations, Marketing, Guest Experience Centre (GEC), Product, Technology, and Corporate Communications. Through a guest-first mindset, sound decision-making, innovation, and accountability, this role enhances guest preparedness, supports operational excellence, and delivers exceptional guest experiences.

Key Responsibilities

Guest Communication Strategy & Governance

- Develop and execute the enterprise guest communication strategy across all guest touchpoints and stages of travel.




- Establish communication principles, standards, governance processes, and performance measures that align with organizational priorities and brand expectations.
- Own the end-to-end guest communication experience from post-booking through post-journey engagement.
- Create and maintain communication frameworks, templates, content libraries, and governance processes that ensure consistency, accuracy, accessibility, and version control.
- Translate strategic priorities into clear team objectives and communication plans that support guest satisfaction, operational readiness, and business goals.
- Continuously evaluate communication effectiveness and identify opportunities to improve the guest, team member, and partner experience.

Guest Journey, Content & Experience Management

- Lead the design, development, and delivery of guest communication journeys that provide the right information at the right time through the most effective channels.
- Oversee all pre-arrival communications, travel documentation, onboard materials, station collateral, welcome packages, travel guides, signage content, and service recovery communications.
- Partner with cross-functional stakeholders to ensure guest communications accurately reflect operational processes, service standards, and guest expectations.




- Develop and implement communication processes that support seamless updates and changes for both guests and operational teams.
- Encourage innovative thinking and leverage technology to improve communication effectiveness, scalability, and guest engagement.
- Monitor guest feedback and operational insights to identify opportunities for continuous improvement.

Operational Communications & Service Recovery

- Lead communication planning and execution for operational changes, disruptions, seasonal updates, and service recovery events.
- Develop communication protocols that support timely, effective, and guest-centric responses during irregular operations.
- Partner with Corporate Communications and operational leaders to ensure aligned messaging and coordinated communication strategies.
- Equip frontline teams with explicit communication tools, resources, and messaging to deliver a consistent guest experience.
- Anticipate risks, identify root causes of communication challenges, and implement practical solutions that balance guest needs with operational realities.
- Make sound, fact-based decisions while maintaining composure and fostering accountability during periods of ambiguity and change.

Performance, Insights & Strategic Initiatives

- Establish KPIs, reporting frameworks, and performance measures to assess communication effectiveness and business impact.
- Analyze guest feedback, engagement metrics, GEC inquiries, operational escalations, and guest satisfaction data to identify trends and improvement opportunities.
- Use data and insights to develop recommendations that enhance communication strategies and improve guest outcomes.
- Present findings and recommendations to senior leadershi

📌 Senior Manager, Guest Communication (Vancouver)
🏢 Armstrong Collective
📍 Vancouver