Guest Experience Training Coordinator

Purpose

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. We are committed to living our values: Create Meaningful Moments, Be One Team, Achieve Extraordinary Outcomes. We foster a work environment of respect, integrity, and honesty; where diversity is valued, and talent is developed to support the growth of our team members and our company.

As a Guest Experience Training (GET) Coordinator, you'll report directly to the Manager, Guest Experience Training. Your primary goal is to provide essential administrative and training support to ensure the seamless and efficient delivery of technical training programs across all our client groups. You'll play a vital role in maintaining accurate training records and documentation for compliance and auditing. This position also involves collaborating with various client groups on communications and coordinating events related to our training, learning, and development programs.

You'll be a key member of a dynamic team of learning professionals dedicated to designing and delivering operational training for our entire Guest Operations department. The GET team partners closely with business unit leaders to cultivate a high-performance culture through effective learning and development programs focused on regulatory compliance, best practices, maintenance standards, systems, and career advancement.

This is a Safety Alert position. You will periodically access active railway areas where impaired performance could lead to significant incidents affecting the health and safety of our team members, guests, the public, property, or the environment.

Key Areas of Accountability

Training Program Support

• Support the GET team and other cross departmental teams in conducting training needs analyses and designing high-quality learning programs.
• Ensure all training programs adhere to applicable regulatory requirements.
• Assist in leveraging technology to build effective content and deliver training using LMS and innovative e-learning methods.
• Collaborate with various learning and development teams across Rocky Mountaineer and Canyon Spirit to optimize resource utilization.
  
  

Training Facilitation & Program Coordination

• Support the facilitation of "train-the-trainer" programs for business unit technical SMEs.
• Facilitate classroom and field training sessions (in-person or remote) during pre-season and in-season operations, including presentations, orientations, workshops, small group exercises, and role plays.
• Coordinate participant surveys and feedback programs.
• Administer tests and meticulously record results.
• Support the development of training tools and resources, including creating e-learning content and in-person modules.
• Provide LMS and e-learning technical support.
• Develop and refine processes and procedures to enhance training activities.
• Author and distribute clear, effective training-related communications.
  
  

Documentation & Record Keeping

• Create and manage all Standard Operation Procedures which support the operation and training.
• Create and manage all training-related documentation, such as agendas, invitations, work packages, and surveys.
• Maintain comprehensive records including licenses, service certifications, and other essential documentation.
• Ensure all training records comply with regulatory and internal standards.
• Track training evaluations and compile reports to support monitoring and auditing of training effectiveness.
• Collate and report on testing and survey results.
• Participate in internal and external compliance audits.
• Develop and implement processes and procedures to streamline workflows and enhance efficiency.
  
  

Logistics & Event Coordination

• Provide logistical support to GET Specialists, Training Facilitators, and client groups for training programs, including preparing and sending agendas, invitations, and tracking RSVPs.
• Track training costs for the budget approval process.
• Organize training sessions and events, including room bookings, catering arrangements, and room setup.
  
  

Safety Standards

• Adhere to all safety regulations, rules, policies, procedures, and instructions.
• Report all unsafe working conditions, hazards, injuries, accidents, and near-miss incidents.
  
  

Qualifications

Education & Certifications

• High school diploma or equivalent required.
• Education or training as an office assistant or administrator is preferred.
  
  

Experience

• 2 years of experience working in a fast-paced, dynamic office environment.
• Experience in Training or Learning & Development is an asset.
• Experience in the Hospitality/Tourism industry is an asset.
• Prior experience with Rocky Mountaineer/ Canyon Spirit is an asset.
  
  

Skills & Competencies

• Familiarity with Learning Management Systems (LMS) and e-learning tools is an asset.
• Proficient in Microsoft Office Suite (Outlook, Word, Excel, SharePoint, and PowerPoint).
• Excellent verbal and written communication and facilitation skills.
• Ability to effectively support multiple client groups, including remote teams.
• Adaptability to change in processes, programs, and systems.
• Positive attitude and collaborative approach to building relationships.
• Strong aptitude for technology and quick adoption of new systems.
• Diplomatic approach to interpersonal challenges.
• Ability to exercise tact and discretion, handling confidential information with integrity.
• Exceptional organizational skills and meticulous attention to detail.
• Creative thinking and problem-solving abilities.
• Warm, charismatic, and energetic demeanor.
  
  

Work Environment

• This seasonal role is based in our Denver offices, with hybrid opportunities available.
• This role could have travel requirements (January through March) to our destination, requiring time away from home.
• Ability to travel frequently within the USA is required
  
  

Salary Range

The base salary offered for this role is $24 per hour.

The company 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

We use E-Verify as part of our hiring practices to comply with having a lawful workforce.

Eligible Benefits

All team members regularly working 30 hours per week will be eligible for our group benefits plan, which includes: 

• Medical, Dental, Vision care, and Life Insurance 
• Canyon Spirit 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.
• Short Term Disability, Long Term Disability, and Accidental Death & Dismemberment insurance 
• Business travel accident insurance and business travel emergency medical insurance 
• Vacation time, sick time, and company holiday pay
• 401(k) plan (employee contributions only)
• Friends and family rail tickets and packages discount
• Two annual complimentary rail pass (beginning your 2nd season)
• Seasonal wage increases
• Growth opportunities
• Fun and inclusive team environment
  
  

The company 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. If you require any accommodation during the application process or throughout your employment, please let us know. We will work with you to ensure your needs are met and to create a supportive environment.

Please ensure to opt-in for text messages when you apply in order to receive interview updates.

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.