Lead Guest Experience Specialist - Denver (Seasonal, Full-time)
Employment Type : Full-Time
Your exciting new role is waiting for you at Rocky Mountaineer. Our world-renowned luxury train travels from Denver through Glenwood Springs to Moab, Utah.
Salary is $21.00 an Hour. In lieu of vacation time, you will be paid an additional 4% of hours worked on each paycheck. This position schedules you for Full-time, 30 hours in a week. Additional evening shifts maybe available.
Joining our Denver Station team at Rocky Mountaineer means surrounding yourself with great people, achieving extraordinary outcomes and making life changing experiences not only for our guests but each other.
Join Our Team.
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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 Lead Guest Experience Specialist (Lead 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 Lead GES is a problem-solving champion, empowered to make decisions on behalf of the company. Additionally, the Lead GES supports the Station Management Team in executing Ground Operations and will provide leadership and operational coverage in the absence of station management as required. As such, the Lead GES will learn and be involved in all aspects of station operations including training and coaching.
This position is deemed Safety Alert since regular access to an active railway area is required. The Lead GES is part of the Destinations Ground Operations (DGO) team responsible for the health and safety of colleagues, guests, the public, property, and the environment.
Key Areas of Accountability
Guest Experience
- Work as part of Station Management to prepare, organize, oversee, and 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 reports concerning 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.
- Complete daily operations tasks as required.
- 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 and external partners, and resolve or escalate as required.
- Plan for special guest requirements, including accessibility needs; ensuring the team is appropriately directed and trained to provide specialized services required.
- Order transportation (e.g. taxis, rideshare) as required.
- Operate equipment for guests requiring mobility assistance (e.g., 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 motorcoaches, luggage trucks, and directing guests and the public.
- Perform tagging, sorting, scanning, loading, unloading, and delivery of guest luggage, as well as preparing luggage reports and managing misdirected luggage.
- Ensure safe boarding and offboarding vehicles; transportation to and from station/sidings; use of mobility equipment; movement around stations/sidings; and provide relevant safety commentary.
- Escort guests by motorcoach/shuttle to/from partner hotels/sidings, and provide commentary en route when required.
- Escort guests on transfer and provide commentary en route as required.
- Assist or step in as an On-Duty Manager whenever required to run daily operations in the absence of a Station Manager.
Leadership and Engagement
- Foster a safe and respectful workplace for team members that promotes a positive and engaging environment enabling team members to live and breathe RM’s vision and values.
- Ensure team members comply with company policies, procedures, and guest experience standards.
- Provide supervision, training, and oversight of team to ensure operating and guest excellence standards are met.
- Assist station management with team recognition programs.
- Effectively communicate with team members through various channels including verbal, phone, text, email, and proper use of radio communication.
- Provide supervision and direction to the team, assign duties, communicate the operational requirements, and monitor the performance of all assigned duties to ensure effective utilization of the team.
- Work with station management to enhance standard operating procedures by participating in meetings and recommending improvements to RM’s guest experience program.
- Audit team members, partners, and operations to provide feedback and improve performance and guest experience where required.
- Build strong relationships with front-line team members, managers, and with internal and external partners.
- Help build a strong Destinations Team through effective motivation, recognition, and coaching of team members to achieve goals.
- Support Station Management in the development and execution of recruitment, orientation, and training of team members.
- Support the achievement of KPIs, Dashboard and, Net Promoter Score targets.
- Effectively represent the RM brand, by adhering to and ensuring the standards established in the Uniform and Appearance Policy.
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.
- Be proactive in building awareness and enhancing a culture of workplace safety.
- Assist station management in the execution of Destinations safety and emergency response procedures during irregular or emergency operations which could require travel to other locations.
- Report all injuries and near misses to the On-Duty Manager and support the investigation of all workplace accidents as well as the completion of the necessary paperwork in a timely and accurate manner.
- Attend health and safety meetings during the regular season as required.
- Conduct audits to ensure compliance with safety programs.
Qualifications
Education/Certifications/Knowledge
- High School Diploma or GED equivalency required
- Certificate in Tourism, Hospitality, Travel or related field desired
- Valid U.S. Driver’s License required
- A second language desired
Experience
- Experience in tourism, hospitality, and/or customer service desired
- 1-2 years of supervisory experience desired
- Familiarity in world class guest experience, and/or luxury brand considered an asset
- Experience with public speaking or engaging with an audience is considered an asset
Skills
- Polished leadership presence
- 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
- 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
- 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 (April-October)
Salary
- Salary: $21 an hour (When covering the station manager shifts your wage will be increased to $23 an hour)
- End-of-the-Season bonus
Eligible Benefits
All team members regularly working 30 hours per week will be eligible for our group benefits plan, which includes:
- Medical, Dental, Vision, Life Insurance
- Short term disability, long term disability, and Accidental Death & Dismemberment policy
- Travel emergency assistance
- Business travel accident insurance and business travel emergency medical insurance
- Vacation pay, Sick-time, Holiday pay
- 401K Safe Harbor plan with up to a 4% employer matching contribution
COVID-19 Vaccination
Rocky Mountaineer (RM) is committed to the safety and health of our team members through providing a safe working environment.
Therefore, all individuals who will start working with RM on March 7, 2022, onwards, will be required to present proof of vaccination confirming they are fully vaccinated against COVID-19 prior to beginning their employment. An individual is fully vaccinated 14 days after receiving their second dose of a two-dose COVID-19 vaccine series or their first dose of a one-dose approved vaccine by the FDA, including under an EUA, or, if vaccinated outside the United States, by the WHO.
Note: Reasonable accommodations will be considered if they comply with the medical, religious, or other exemptions
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.
Job Type: Full-time
Salary: $21.00 per hour
Work Location: One location