Rocky Mountaineer (RM) is the world’s largest privately-owned luxury passenger rail service. We are committed to living our values: Create Meaningful Moments, Be One Team, Achieve Extraordinary Outcomes. 

The Guest Experience Specialist (GES) reports to the Station Management team.

This position is responsible for providing excellence in guest satisfaction through direct service to guests at the assigned destination. The GES is a problem-solving champion, empowered to make decisions on behalf of the company.

This position is deemed Safety Alert since regular access to an active railway area is required. The GES is part of the Destinations Guest Operations (DGO) team, responsible for the health and safety of colleagues, guests, the public, property, and the environment.

The job is seasonal through October 2023

Key Areas of Accountability 

Guest Experience

• Execute the daily operations of the station to provide world-class service to guests and to deliver on RM’s brand promise enabling the creation of life changing experiences.

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

• Monitor and action communication channels (e.g. station email inbox, personal RM email, voice messages, MS Teams).

• Prepare documentation, manifests, supplies, and check-in/scanning equipment for daily operations.

• Maintain station supplies inventory (e.g. luggage tags, amenity kits, office supplies), communicate with the designated team members or partners to order and replenish as required.

• Respond to questions and/or prepare manifests for hotel partners, tour groups, and sightseeing tours.

• Greet guests, perform check-in duties, answer questions, and provide direction to ensure smooth transfers to/from the train.

• Document and communicate concerns from guests, Onboard team, internal/external partners, and resolve or escalate as required. 

• Deliver special guest requirements, including accessibility needs, as required.

• Order transportation (e.g. taxis, ride share) as required.

• Operate equipment for guests requiring mobility assistance (e.g., wheelchair, mobility lift).

• Maintain station/siding aesthetics in line with the RM standard by cleaning platform and public areas and restocking supplies.

• Assist with station/siding traffic flow as required by guiding motor coaches, luggage trucks and directing guests and public.

• Perform tagging, sorting, scanning, loading, unloading, and delivery of guest luggage, as well as preparing luggage reports and assisting with misdirected luggage.

• Ensure safe boarding and offboarding of vehicles; transportation to and from station/sidings; use of mobility equipment; movement around stations/sidings; and provide relevant safety commentary.

• Public speaking in front of large groups and/or on microphones.

• Escort guests by motor coach/shuttle to/from partner hotels/sidings, and provide commentary en route when required.

• Escort guests on transfer and provide commentary en route as required. 

• Provide local restaurant and activity recommendations, directions, and assistance to guests. 

Safety and Security

• Adhere to RM’s safety and security standards so that safety hazards and concerns are mitigated/reduced for RM guests, team members, and partners. 

Qualifications

Education/Certifications/Knowledge

• High School Diploma or GED equivalency required

• Valid U.S. Driver’s License desired

Experience 

• Experience in tourism, hospitality, and/or customer service desired 

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

• We are willing to train if you are willing to learn 

Skills

• Professional communication skills, both verbal and written

• Confidence and competency with public speaking in front of large groups and/or on microphones

• Strong time management and administrative skills 

• Ability to juggle several tasks and take initiative

• Ability to work independently and as part of a team

• Professional, accountable, and responsible work ethic 

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

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

• Highly organized with strong attention to detail

• Energetic, motivated, hardworking, and committed to guest service

• Proficient with MS Office applications (Word, Excel, Outlook, PowerPoint)

• Ability to adapt to new technology and learn platforms

• Ability to safely lift 50 pounds and to repeatedly carry and safely load luggage into a transport truck 

Work Environment/Physical Requirement 

• Onsite work

• Schedule regularly includes early mornings, evenings, weekends, and split shifts as per train arrival/departure schedules. Overtime may be required for irregular operations or delays

• This role includes a great deal of luggage handling up to 30% of this role revolves around the handling of guest luggage

• Requires work in a Safety Alert environment including railway tracks, moving trains, and other vehicles 

• Requires outdoor work in a variety of weather conditions

• Must be legally allowed to work in the United States for the full duration of the operating season (March-October)

Shifts Schedule*

• Sunday & Wednesday - Morning shifts 7 am to 10 am

• Tuesday & Friday - Afternoon shifts 12 pm to 7 pm 

*shifts schedule can vary as per operations. 

Salary

• Salary: $19 an hour 

• End-of-the-Season bonus

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 pay, 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.