Armstrong Collective is the parent company of Rocky Mountaineer and Canyon Spirit, creating unforgettable rail journeys through some of the most breathtaking landscapes in Western Canada and the American Southwest. Guided by our values, Create Meaningful Moments, Be One Team, and Achieve Extraordinary Outcomes, we show up every day with pride, ownership, and a shared commitment to excellence. We work hard, support one another, embrace new possibilities, and celebrate growth, all in a respectful and inclusive environment where integrity, collaboration, and passion for the guest experience lead the way.
Role Overview
The Guest Services Manager (GSM) reports to the Train Manager and is accountable to the Senior Onboard Manager. This role leads the delivery of exceptional onboard guest experiences while ensuring the safety, engagement, and performance of team members. The GSM translates organizational values, service standards, and business priorities into daily operations by leading teams, fostering collaboration, driving accountability, and continuously improving service delivery. As a key people leader, the GSM develops team capability, supports change initiatives, and ensures operational excellence through effective decision-making and execution.
This role is deemed Safety Sensitive. This position requires the incumbent to periodically access an active railway area where impaired performance could result in significant incident affecting the health and safety of team members, guests, team members, the public, property or the environment.
Key Responsibilities
Guest Experience & Service Excellence
- Lead onboard guest services to consistently exceed guest expectations and deliver memorable experiences.
- Foster a culture of service excellence through the application of Onboard Service Fundamentals.
- Resolve guest concerns and service recovery situations professionally and effectively.
- Monitor guest feedback and performance metrics to drive continuous improvement.
- Ensure clear, timely communication with guests throughout their journey.
Safety, Security & Operational Leadership
- Ensure compliance with safety, security, and operational standards to protect guests and crew.
- Track, investigate, and report injuries, incidents, and near misses, implementing corrective actions as needed.
- Support emergency response activities and assist during operational disruptions.
- Lead daily onboard operations, balancing guest satisfaction, safety, operational priorities, and business objectives.
- Make sound decisions, manage risks, allocate resources effectively, and drive achievement of service, operational, and financial goals.
People Leadership & Team Development
- Recruit, onboard, coach, develop, and recognize team members to build a high-performing workforce.
- Create an inclusive and engaged environment where employees feel valued and empowered to contribute.
- Provide ongoing feedback, manage performance, support career development, and address performance concerns in a timely manner.
- Build team capability through development planning, succession readiness, and continuous learning.
- Hold team members accountable for service, safety, and performance expectations.
Collaboration & Business Management
- Build strong relationships across onboard, destination, and support teams to promote a One Team culture.
- Collaborate with stakeholders to resolve issues, improve processes, and enhance guest experiences.
- Communicate clearly with guests, crew members, and operational partners to ensure alignment on priorities.
- Champion organizational values and connect team activities to broader business objectives.
- Oversee payroll, crew assignments, accommodations, inventory, purchasing, reporting, and operational documentation.
- Manage resources responsibly within budget guidelines and communicate maintenance and cleanliness concerns to the appropriate teams.
Continuous Improvement & Change Leadership
- Identify opportunities to improve processes, operational effectiveness, team performance, and guest experiences.
- Encourage innovation, support new ideas, and lead continuous improvement initiatives.
- Support organizational change by helping team members understand and adopt new ways of working.
- Participate in strategic projects and support execution of the annual Guest Experience Operating Plan.
- Demonstrate resilience and adaptability in a dynamic operating environment.
What You Bring
- A passion for exceptional guest experiences and service excellence.
- Strong people leadership, coaching, and talent development capabilities.
- Ability to build trust, foster collaboration, and influence across teams.
- Sound judgment, problem-solving skills, and the ability to make decisions in fast-paced environments.
- Strong communication, emotional intelligence, and relationship-building skills.
- Business acumen and experience using performance data and guest insights to improve results.
- A proactive, accountable, and adaptable leadership approach with a focus on continuous improvement and innovation.
Experience & Qualifications
- Undergraduate degree in Hospitality, Tourism, Business, or a related field preferred; equivalent education and experience considered.
- Serving It Right (SIR) or ProServe certification required; Food Safe Level 2 preferred.
- Valid government-issued identification required; BC Driver's License and First Aid certification are assets.
- Minimum 5 years of hospitality, tourism, transportation, or guest-facing experience.
- Minimum 5 years of people leadership experience, including at least 3 years leading teams of 15+ employees.
- Experience in luxury hospitality, tourism, hotel, restaurant, or premium service operations is an asset.
- Proficiency with Microsoft Office and operational or workforce management systems.
Work Environment
- Safety-sensitive environment with exposure to railway operations
- Able to travel away from home base for up to 4 days at a time
- Exceptional physical endurance and emotional resiliency with the ability to work long days
- Occasional outdoor work in a variety of weather conditions
- Must be able to push, pull, lift and carry up to 50 pounds
- Must be legally authorized to work in Canada through the end of the season (April – October)
Compensation
- $27.18 to $32.00 per hour (not eligible for overtime) and can vary based on job-related expertise, qualifications, experience and internal equity.
Perks and Benefits
- Company-paid group benefits plan
- Short term incentive plan
- Up to 5% group RRSP Matching plan
- Two annual complimentary rail pass (beginning your 2nd season)
- Friends and family rail tickets and packages discount
- Exclusive discount with various partners on Perkopolis
- Fun and inclusive team environment
#RockyMountaineer
We are 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.
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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.
