Job Description

Purpose

Armstrong Collective is the parent company of Rocky Mountaineer and Canyon Spirit, offering 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.

Reporting to the Team Lead for the Guest Experience Centre (GEC), the GEC Representative is responsible for all guest inquiries and feedback during and after travel. This role is part of a team that works in a high-energy, fast-paced environment. GEC Representatives are problem solving champions, empowered to make decisions on behalf of the company. Further to assisting guests, this role is also a support service for other departments of the Rocky Mountaineer and Canyon Spirit operation.

Key Areas of Accountability

Customer Service & Partnering

• Provide assistance to in-travel and post-travel guests virtually from office locations, or in person from field locations when required.
• Attend to the Guest Experience Centre phone line and email enquiries.
• Communicate with Travel Agents, Hotel Partners and Tour Partners as required.
• Review, investigate and resolve guest claims and complaints in a timely manner including logging of cases in Salesforce/Kaptio.
• Support the achievement of KPI, Dashboard and NPS targets as directed.
• Provide support to internal teams (Onboard, Destinations, Sales and Product Operations teams).
• Communicate changes and information updates to the team as well as to guests and travel partners.
• Provide ongoing feedback and comments to the leadership team regarding trends and recurring issues which can be used for coaching, development or changes to processes.
• Participate in pre-travel call outs to guests to gather missing information on the booking and answer any questions they may have, including last minute tour and restaurant recommendations.
• Complete quality checks on upcoming reservations to prevent in-travel issues and complaints.
• Support the business and guests during Emergency Operations.
• Perform other duties or projects assigned to support the Sales team, Guest Experience Centre (GEC) or the Operations team.
• Take part in creating a fun and healthy working environment.

Qualitifications

Education / Certifications / Licenses

• High School Diploma or GED equivalency.
• Post-Secondary education an asset (with related transferable skills).

Experience

• A minimum of one (1) year of experience in travel, tourism and/or hospitality.
• Familiarity in world class guest experience and/or luxury brand an asset.
• Experience with Microsoft Office and information management systems (e.g. Salesforce).
• Call centre experience is considered an asset.

Skills

• Ability to work in a high volume and high demand environment.
• Ability to demonstrate excellent listening skills.
• Ability to handle difficult scenarios and conversations in a calm, consistent and professional manner.
• Excellent written communication skills including the ability to compose and format business letters using proper grammar, syntax, punctuation and spelling.
• Excellent verbal skills primarily via phone.
• French/ Spanish language skills an asset.
• Team Player.
• Proficiency with Microsoft Office and information management systems (e.g. Salesforce).
• Ability to make effective, creative & financially prudent decisions in resolving guest issues fulfilling the best interests of guests and the organization.
• Ability to succeed in a high-pressure environment while managing multiple urgent tasks simultaneously.

Work Environment

• Must be legally entitled to work in Canada for the duration of the operating season.
• Corporate Office – Vancouver based; This position requires availability on weekends and statutory holidays throughout the season. Working hours are 6:00am to 9:10pm PST.
• Ability for hybrid in office (3 days a week in office).
• Seasonal position: April to October.

Perks and Benefits

• Healthcare Spending Account (starts at $300).
• Friends and family rail tickets and packages discount.
• Two annual complimentary rail passes (beginning your 2nd season).
• Seasonal wage increases.
• Exclusive discount with various partners on Perkopolis.
• Growth opportunities.
• Fun and inclusive team environment.

Hourly wage: $26.52/hour

Our 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 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.