Station Manager (Jasper) - Seasonal Full Time (March To October)

Purpose

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. We endeavor to foster a work environment of respect, integrity, and honesty; where diversity is valued, and talent is developed to the benefit of the individual and the company.

Reporting to the Senior Manager, Guest Experience, the Station Manager is accountable for ensuring representation of the RM brand and exceptional guest experience in the destination and through effective management of station operations. The Station Manager oversees the Destinations Team, local providers and liaises with hotel and tour partners to coordinate guest and luggage transfers, superior guest experience, and appropriate station and train aesthetics in keeping with the RM brand.

This role is the eyes and ears of Rocky Mountaineer ‘on the ground’ and is responsible for delivering on our purpose, to create life-changing experiences, for both guests and team members in assigned locations. This encompasses people leadership and engagement, oversight and continuous improvement of station operations, and ensuring the health and safety of all guests and team members. Accountable for guest experience and KPIs, the Station Manager proactively identifies opportunities and fosters strong relationships with key internal teams and external partners to ensure a seamless delivery of the guest experience both at and away from the station.

Key Areas of Accountability

Guest Experience

• Manage the daily operations of the station to achieve exceptional guest satisfaction and representation of the RM brand.

• Manage daily decision-making and communications in conjunction with internal partners (i.e. Onboard, Systems Operations and Mechanical, Product Operations), and with external partners (i.e. motorcoach drivers and hotels and tour group directors (keep this for end-point destinations, not needed for Kamloops)) to ensure timely delivery of luggage, arrival/departures of train and efficient detraining/boarding of guests.

• Coordinate motorcoach and taxi logistics to ensure efficient and timely transfer of guests.

• Ensure guest requests or issues are resolved in a timely manner with an exceptional level of guest service.

• Be the main point of contact at the station for external partners and contractors, ensuring they meet the requirements of the RM brand by resolving issues as needed.

• Ensure the aesthetics of the station and platform are maintained in keeping with RM guest excellence standards.

• Represent RM at public functions to support the RM brand as required.

• Be well versed in RM products and respond knowledgeably to guest questions related to their journey.

• Implement standardized guest experience policies, practices, and procedures to ensure consistency of the RM brand.

• Develop and maintain relationships in keeping with RM’s guest experience excellence standards, including meetings pre and post season, throughout season, and/or training with hotel partners, transportation companies, and suppliers.

Leadership and Engagement

• Manage destinations team to ensure a high level of team member engagement and guest satisfaction.

• Have a strong presence with frontline team members and provide a forum for ideas and discussion on areas of efficiency or improvement, as well as implementation, as appropriate.

• Be a role model for team members by demonstrating RM values and adhering to policies, processes, and service standards.

• Ensure team members effectively represent the RM brand by adhering to the standards established in the Uniform and Appearance Policy.

• Build a strong station team through effective motivation, recognition, and coaching to achieve work goals.

• Identify seasonal staffing requirements ensuring appropriate staffing levels are maintained within challenging shift requirements, seasonal turnover, and budget guidelines.

• Effectively orient new team members supported by Human Resources and provide position specific training.

• Prepare weekly shift schedules to ensure efficient station operation within budget guidelines, minimizing overtime requirements.

• Recruit, train, coach, and mentor team members to ensure operating and guest excellence standards are met.

• Provide ongoing training and coaching of team members, including cross training, to ensure continuity and consistency of operations.

• Ensure all team members are familiar with RM’s strategic plan and key business metrics, how the company is trending, and their role in driving success.

• Support the achievement of KPIs, Dashboard and, Net Promoter Score targets.

• Act as a conduit between corporate office and team members by communicating timely and accurate information about upcoming events, scheduling, RM policies and procedures.

• Maintain effective records of discussions with team members and training completion.

• Lead goal setting and action plan creation meetings with team members.

• Conduct periodic performance reviews of team members.

• Document performance management and audit discussions in accordance with RM’s performance management standards.

• Maintain time and payroll records and respond to questions from team members concerning payroll, Human Resources, and related employment inquiries.

• Ensure station expenditures are in line with station budgets and RM policies.

• Create, update, and ensure team compliance with Standard Operating Procedures (SOPs).

• Other duties as assigned to ensure effective station management.

Safety and Security

• Know, understand, and execute all safety, security and emergency response standards, and procedures.

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

• Ensure a safe working environment for team members, guests, the public, and contractors by utilizing and maintaining the safety equipment and rectifying unsafe practices and situations.

• Identify and report safety hazards and concerns.

• Investigate all workplace incidents and complete the necessary paperwork in a timely and accurate manner as per the safety management system procedures.

• Conduct audits to ensure compliance with safety programs.

• Be proactive in building awareness and enhancing a culture of workplace safety.

• Ensure all contractors and suppliers comply with RM environment, health, and safety requirements.

• Respond to first aid and medical emergencies involving guests and team members in a professional and calm manner.

• Support Onboard management during medical emergencies when required.

• Lead the development and execution of station response plans during an irregular operation or emergency.

• Participate in Emergency Operations Center (EOC) training and debriefs.

• Ensure team member attendance at health and safety meetings during the regular season as required.

Qualifications

Education/Certifications/Knowledge

• Bachelor’s degree in Tourism Management or Hospitality considered an asset; or a combination of education and experience

• Valid BC Driver’s License required

Experience

• 5+ years of leadership experience leading large teams in an operations capacity

• 3+ years' experience working in an operations capacity ideally in tourism or hospitality preferred

• Experience with reporting, scheduling, and documenting Standard Operating Procedures (SOPs) considered an asset

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

• Ability to adapt to new technology and learn platforms

Skills

• Advanced leadership and coaching skills

• Advanced verbal and written communication skills

• Intermediate Microsoft Office skills (Outlook, Word, Excel, Power Point)

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

Work Environment/Physical Requirement

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

• Requires outdoor work in a variety of weather conditions

• Driving company vehicles for travel to RM locations as needed

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

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

• Must be entitled to work in Canada

Attributes

• Warm, charismatic, polished, professional, and commanding leadership presence

• Critical thinker and ability to solve problems creatively

• Ability to work well under pressure

• Ability to influence stakeholders at various levels

Perks and Benefits

• Company-paid group benefits plan

• Short-term incentive plan

• Two Annual complimentary rail passes (beginning your 2nd season)

• Discount on Rocky Mountaineer rail tickets and packages

• Up to 5% group RRSP matching plan program

• Growth opportunities

• Fun and inclusive team environment

• Exclusive discount with various partners on Perkopolis

Salary Range: $54,366 to $67,958 annually (pro-rated for season worked)

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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.