Purpose

The Guest Experience Centre is responsible for all guest inquiries and feedback during and after travel. This role is part of a team working in a high energy fast paced environment. GEC Representatives are problem solving champions, empowered to make decisions on behalf of the company. Further to assisting guests, this role is also a support service for other departments of the Rocky Mountaineer operation. 

This job is from April to October 2023

Key Areas of Accountability 

Customer Service & Partnering

• Provide assistance to in-travel and post-travel guests from our Denver Guest Center location.

• Attend to the Guest Experience Centre phone line and email.

• Communicate with Travel Agents and Partners.

• Review, investigate, and resolve guest issues and complaints during and post travel. 

• Support the achievement of KPI, Dashboard, and NPS targets.

• Provide support to internal teams (Onboard, Destinations, Sales and Product Teams).

• Communicate changes and information updates to the team.

• Provide on-going feedback and comments to the leadership team.

• Take part in creating a fun and healthy working environment.

• Assist with communication to our guests during an emergency event. 

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

• Work with station management to enhance standard operating procedures by participating in meetings and recommending improvements to RM’s guest experience program.

Qualifications 

Education / Certifications / Licenses

• High School Diploma or GED equivalency

• Post-Secondary education an asset (with related transferable skills)

Experience

• A minimum of one (1) year of experience in travel, tourism and/or hospitality

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

• Experience with Microsoft Office and information management systems (e.g. Salesforce)

• Call center experience an asset

Skills

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

• Ability to demonstrate excellent listening skills 

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

• Excellent written communication skills including the ability to compose and format business letters

• Excellent verbal skills primarily via phone 

• French/Mandarin/Spanish language skills an asset

• Team Player

• Proficiency with Microsoft Office and information management systems (e.g. Salesforce)

• Ability to make effective, creative, financially prudent decisions in resolving guest issues fulfilling the best interests of guests and the organization 

• Ability to succeed in a pressured environment with multiple immediate items to action at a time 

Work Environment

• Shift work consisting of scheduled hours with irregular hours, including nights, weekends, holidays, and long hours 

• On-site work location - 1660 Wynkoop St, Denver, CO 80202, United States

• Infrequent travel between RM locations maybe required

Shift Schedule

Salary

• Salary: $21 an hour 

Eligible Benefits (PART-TIME)

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

• Travel emergency assistance 

• Business travel accident insurance and business travel emergency medical insurance 

• Vacation time, Sick-time, Holiday pay 

• 401 (k) plan

• 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.

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.

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.