Jasper Seasonal Rocky Mountainer Guest Experience Concierge

Jasper Seasonal Rocky Mountaineer Guest Experience Concierge

(Seasonal Part Time March to October 2025)

Rocky Mountaineer, Jasper, AB

$25.05 an hour - Part-time, Seasonal

Job details

Pay: $25.05 an hour
Job type: Seasonal, Part-time
Shift and schedule: Overtime, Weekends as needed
Location: Jasper, AB

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.

As a Guest Experience Concierge (GEC), you play a vital role in delivering world-class service to our guests at our Guest Centres, Stations and other locations within our Destinations. You will be a problem-solving champion, empowered to ensure our guests have the best possible travel experience. You will be assisting guests with their travel needs (Train Check-In, Sightseeing Tours, General Enquiries) and working alongside internal teams and with external partners to uphold Rocky Mountaineer's standards and brand promises.

This position is classified as Safety Sensitive due to regular access to active railway areas. The GEC is entrusted with maintaining the health and safety of colleagues, guests, the public, property, and the environment.

Key Areas of Accountability

1. Guest Experience
1. In-Travel Assistance: Assist our guests along their journey by checking them in for their train journey, issuing boarding passes, luggage tags and hotel keys where applicable.
2. Special & Mobility Guest Requirements: Tailor experiences for guests with special requirements, ensuring that their journey is comfortable and memorable.
3. Problem Solving & Guest Issue Handling: Address guest concerns with care and efficiency by accurately documenting, actioning and following-up on all guest inquiries.
4. Communication and Coordination: Communicate and coordinate with internal teams and external partners to ensure timely handling of guest inquiries.
5. Train Arrivals/Departures: Assist in train arrival/departure operations by escorting guests, handling luggage, and occasionally transporting guests or team members.
6. Station/Guest Centre Aesthetics: Maintain high standards of cleanliness at our Stations and Guest Centres.
2. Leadership and Engagement
1. Support team orientation, training, and communication.
2. Uphold RM brand standards and contribute to team motivation and goal achievement.
3. Collaborate with station management to recommend and implement guest experience improvements.
4. Work closely with the Guest Experience Centre and Rail Trip Services to resolve guest issues.
3. Safety and Security
1. Ensure adherence to RM safety and security standards and promote a culture of safety.
2. Report and support investigations of workplace incidents promptly and accurately.

Qualifications

Education/Certifications/Knowledge: Valid AB or BC Driver's License with demonstrated safe driving record; Second language an asset.

Experience: Experience in tourism, hospitality, and/or customer service required; Experience using CRM systems (particularly Salesforce) is an asset.

Skills: Confident public speaking, high attention to detail, energetic and committed to guest service, strong written and verbal communication, competent using Microsoft Office (Outlook, Word, Excel, Teams).

Work Environment: Safety-sensitive environment with exposure to railway operations; Must be able to push, pull, lift and carry up to 50 pounds; Required outdoor work in various weather conditions; Must be legally authorized to work in Canada through the end of the season (April - October).

Perks and Benefits

1. Health Care Spending Account (starts at $300)
2. Friends and family rail tickets and packages discount
3. Two annual complimentary rail passes (beginning your 2nd season)
4. Seasonal wage increases
5. Work shoes reimbursement
6. Exclusive discount with various partners on Perkopolis
7. Growth opportunities
8. Fun and inclusive team environment

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.

If you require any accommodations during the application process or throughout your employment, please let us know. We will work with you to ensure your needs are met.

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.