Job Title

Guest Services Manager (Seasonal Full Time - February to October)Job Category: OnboardRequisition Number: GUEST002829Posted : December 1, 2025Full-TimeOn-siteLocationsShowing 1 locationDescriptionArmstrong Collective is the parent company of Rocky Mountaineer (RM) 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.PurposeThe Guest Services Manager (GSM) reports to the Train Manager and is accountable to the Senior Onboard Manager. The Guest Services Manager leads the onboard host team and is accountable for the delivery of guest services onboard the train.This position is deemed Safety Sensitive. All onboard team members must adhere to and comply with onboard safety standards. This also includes reporting any violations and providing support in the event of an emergency.This position requires the incumbent to periodically access an active railway area where impaired performance could result in significant incidents affecting the health and safety of team members, guests, team members, the public, property, or the environment.If selected to move forward in our recruitment process, successful candidates will be contacted via email between December 2025 and January 2026. Interviews will begin in January, with this position scheduled to start in February. Please keep an eye on your email and junk mail for further updates.Key Areas of AccountabilityDaily duties:Manages the delivery and execution of all onboard services in a timely manner to exceed guest expectationsEnsures the host team is following all established standards, SOPs and PoliciesResponsible for identifying, resolving and documenting guest issues andEnsures effective delivery of messaging and communication to guests and crewAdministrative duties, including but not limited to, payroll, crew assignments, crew accommodationEnsures compliance with waste management and reduction initiatives, including composting and recycling programsLeading the onboard team:Fosters a collaborative culture of service excellenceDrives the growth and development of all team members through recruitment, training, coaching, performance management, and recognitionEncourages a One Team approach by building strong cross-departmental relationships and champions corporate initiatives, identifying opportunities for innovation and continuous improvement and leading the implementation of new servicesFocused on improving service delivery through regular service audits, team members' input, and guest feedbackParticipates in strategic Rocky Mountaineer projects as required and assists in the execution of the annual Guest Experience Operating PlanMaintaining Health and Safety Standards:Responsible for ensuring all equipment is properly maintained and handledResponsible for the safety, security, and first aid of crew and guests onboard, tracking and investigating all injuries/near misses.When required, supports the Train Manager with the execution of emergency response.Supports compliance of Transport Canada and Health Canada regulationsQualificationsEducation / Certifications / LicensesUndergraduate degree in hospitality/tourism management is preferred, or post-secondary with a combination of technical certification and experienceBC Food Safe certification; is requiredServing It Right (SIR) or ProServe; is requiredValid First Aid & CPR/AED certification is an assetValid BC Drivers License; is an assetFluency in English languageFluency in additional languages is an assetValid form of ID for domestic travel requirements (passport, driving license, etc.)Experience5+ years leadership experience including at least 3 years leading medium (20+) sized teams5+ years experience working in the hospitality/tourism industry, or similar guest facing environmentPrevious experience in a luxury restaurant or hotel operation is an assetSkills& AttributesDemonstrates a polished leadership style, disciplined work ethic, and strong emotional intelligenceApproaches decision making strategically with the ability to build relationships with onboard and support teams, external vendors, and contractorsHighly organized with advanced verbal and written communication skills, attention to detail, and proficiency in the use of Microsoft Office suite, customer-related management tools and web-based platformsExperienced in public speaking, with strong, polished microphone presence and the ability to engage audience effectivelyExperienced in understanding, communicating, and influencing guest experience metricsPhysical endurance and emotional resiliency with the ability to adapt and work long daysMust be able to lift and carry up to 50 poundsAble to travel away from home base for up to 6 days at a timeMust be legally authorized to work in CanadaOutdoor work in a variety of weather conditionsAbility to work in a fast paced, environment on a moving trainHybrid Work Policy applicablePerks and BenefitsCompany-paid group benefits planShort term incentive planUp to 5% group RRSP Matching planTwo annual complimentary rail pass (beginning your 2nd season)Friends and family rail tickets and packages discountExclusive discount with various partners on PerkopolisGrowth opportunitiesFun and inclusive team environmentHourly rate: $26.13 to $32.67 per hour (not eligible for overtime) and can vary based on job-related expertise, qualifications, experience and internal equity.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. #J-18808-Ljbffr