Guest Experience Concierge - Vancouver (Seasonal Full Time March to October 2025)

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.

As part of the Destinations Guest Operations (DGO) team, 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

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: Play a crucial role in tailoring experiences for guests with special requirements, ensuring that their journey is comfortable and memorable.
3. Problem Solving & Guest Issue Handling: Be the problem solver for guests, ensuring that their concerns are addressed with care and efficiency by accurately documenting, actioning and following-up on all guest inquiries. This involves using CRM systems to access guest bookings and accurately document all information.
4. Communication and Coordination: Effectively communicate and coordinate with internal teams as well as external partners (in person, via phone, email and MS Teams) to ensure all guest inquiries are handled in a timely manner.
5. Train Arrivals/Departures: Play a part in our train arrival/departure operations by escorting guests on motor coach transfers, handling luggage and occasionally transporting guests or team members in RM fleet vehicles.
6. Station/Guest Centre Aesthetics: Take pride in maintaining the high standards of cleanliness at our Stations and Guest Centres, creating a welcoming environment for everyone.

Leadership and Engagement

1. Help foster a safe, respectful, and positive work environment, supporting team orientation, training, and communication.
2. Uphold RM brand standards and contribute to team motivation, relationship-building, 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 and challenges.

Safety and Security

1. Ensure adherence to RM safety and security standards, promoting a culture of safety and assisting in emergency response procedures.
2. Report and support investigations of workplace incidents promptly and accurately.

Qualifications

Education/Certifications/Knowledge

1. Valid AB or BC Driver's License with demonstrated safe driving record
2. Second language an asset

Experience

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

Skills

1. Confident public speaking, including large groups and microphones
2. High attention to detail and organization
3. Energetic, motivated, and committed to guest service
4. Strong written and verbal communication
5. Competent using Microsoft Office (Outlook, Word, Excel, Teams)

Work Environment

1. Safety-sensitive environment with exposure to railway operations
2. Early mornings, evenings, weekends, and split shifts; possible overtime
3. Must be able to push, pull, lift and carry up to 50 pounds
4. Required outdoor work in a variety of weather conditions
5. 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

Hourly wage: $25.05/hour

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. 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 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.