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Lead Destination Host - Quesnel

Company: 
Rocky Mountaineer
Job Address: 
CN/RM Rail Station
Quesnel, BC
Job Type: 
Part Time
Job Status: 
Seasonal
Job Level: 
Supervisory
Job Description: 

The Lead Destination Host is responsible for providing excellence in guest satisfaction by providing direct service to guests during arrivals and departures, dealing effectively with day-of-travel guest requests and concerns, and providing leadership support to station management.  The Lead Destination Host provides leadership and operational coverage in the absence of station management and as such, learns all aspects of station operations.

Responsibilities:

  • Excellence in Guest Satisfaction:  Representing the RM brand, provides exceptional guest service while guests are overnighting in Kamloops
  • Accurately performing guest check-in duties including preparation of guest documentation, inputting of guest information, and tagging of luggage
  • Acting as RM Concierge available by phone to answer guest questions and assist with any concerns (including medical and lost & found)
  • Completing pre-arrival/departure tasks such as, but not limited to; motor coach signage, preparing coffee/tea service, preparing hotel keys for distribution, delivering supplies to train (eg. newspapers, souvenirs), ensuring hotel check in kit is fully stocked
  • Maintains station aesthetics in line with the RM “white glove clean” standard by cleaning platform and station, removing garbage from train, and restocking supplies
  • Effectively communicating with team, including effective use of radio communication
  • Supports station team, sharing responsibilities with Luggage Hosts , Destination Hosts and in Vancouver only, Station Hosts to ensure effective representation of RM brand
  • Resolve concerns from guests, train staff and public, escalating ongoing issues to station management
  • Operating equipment as required for mobility challenged guests (eg. wheelchair ramp/wheelchairs)
  • Responding to irregular emergency operations under the direction of management which could require motor coach travel to other locations
  • Liaise with the train management team
  • Editing and writing the Destination Summary Report (communication log shared amongst stations, train and GEC
  • Provides day-of-travel direction to Destination Hosts to ensure effective utilization of team
  • Prepare documentation concerning day-of-travel guest issues and requirements, ensure all information is included in the Destinations Summary report and distributed promptly to all stakeholders
  • Provides suggestions for operational improvements to increase efficiency and guest experience
  • Perform arrival/departure planning activities in the absence of Assistant Station Manager such as coordinating motor coach drivers, bus line-ups, liaising with hotels and restaurants, and preparing arrival/departure reporting
  • Responding to questions and/or preparing manifests for hotel partners in the absence of station management; and
  • Coordinates the completion of station open/closing duties, directing station staff to ensure all duties are completed
  • Support Effective Work Teams:  Supports high levels of employee and guest satisfaction through
  • Providing supervision, training and oversight to Destination Host to ensure operating and guest excellence standards are met
  • Ensuring staff effectively represent the RM brand, by adhering to the standards established in the Uniform and Appearance Policy
  • Participating in the implementation of training plans to ensure staff are cross trained to complete all station activities, demonstrating personal commitment to learn all aspects of station operations
  • Provides direct management support in the absence of station management
  • Building a strong station team through effective motivation, recognition and coaching of employees to achieve work goals
  • Other duties as assigned to ensure effective station management

Job Requirements

Qualifications: 
  • Class 5 Drivers License and clean drivers abstract in order to travel to and from hotel partners to provide check in services or follow up on guest concerns
  • Irregular scheduling to ensure effective Station operations, including evenings and weekends as per arrivals/departures schedules. Overtime may be required for irregular operations or scheduling delays
  • Wear RM uniform as required during arrivals and departures to represent the RM brand
  • Requires outdoor work in a variety of weather conditions and working around railway tracks and moving trains
Salary: 
TBD
Application Process: 

If this role suits your skills and attributes, we want to talk to you, please apply with a covering letter and resume stating why you are the suitable candidate.

Armstrong Group is committed to equal opportunity employment and invites applications from all qualified candidates. Please note that background checks are a part of our hiring process.

Post Date:
Tuesday June 21, 2016

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