Travel Alberta

Destinations Manager, Rockies

Jan 31, 2016
Dec 22, 2015
Rocky Mountaineer
Would you like to join a world-class company with world-class people, who are all on a mission to create life changing experiences? 

At Rocky Mountaineer we create an environment for teamwork, value and a can-do attitude. We are looking to hire people who bring a passion for excellence and a positive, can-do attitude that inspires, influences and motivates others.Rocky Mountaineer was named one of “Canada’s Best Managed Companies” by Deloitte in 2014 also as ‘Employer of the Year’ for the second consecutive year by the Tourism Industry Association of Canada.

Reporting to the Regional Manager, Destinations, the Destinations Manager, Rockies is responsible for managing guest destinations operations in the Rockies through ensuring: 
  1. Effective station operations in, Banff, Lake Louise and Jasper
  2. Exceptional guest experience during train arrivals/departures, hotel transfers and during the motor coach “Experience Tours”
  3. Appropriate representation of the RM brand within those Destinations. 
As the Leader of the Rockies teams, the Destinations Manager, Rockies is responsible for identifying opportunities for ongoing improvements to the station, guest and luggage check-in and transfer processes and Experience Tours operations. 

You will be responsible for...
  • Overseeing station operations including 2 Station Managers and approximately 40 staff
  • Ensuring the effective implementation of standardized operational procedures and best practices in guest satisfaction to meet or exceed pre-determined annual Guest Survey goals
  • Overseeing recruitment of station staff including the development and implementation of effective staff planning, selection and training to ensure appropriate staffing to meet the projected guest counts for arrivals, departures, Experience Tours and other station programs
  • Resolving escalated guest issues and situations quickly and effectively, including acting as a resource for guests unable to continue their train journey or tour by assisting with travel and medical arrangements;
  • Ensuring stations are effectively managed to ensure expenditures are within budget, cost reduction areas are identified, and spending is conservative and controlled while maintaining service and quality
  • Evaluating services of and addressing escalated and/or ongoing service issues with hotel partners and local transportation companies
  • Working with Station Managers to ensure needs of guests arriving to and departing from destinations via the Experience Tour program are appropriately planned for, staffed and coordinated
  • Resolving escalated guest issues and situations quickly and effectively to ensure representation of the RM brand
  • Develop plans with Experience Tour partners to ensure solutions are implemented to reduce future issues
  • In consultation with Product Development and Procurement, liaising with Experience Tour partners to ensure consistency of service delivery and logistics
  • Coordinating with other RM departments to ensure issues are appropriately communicated and resolved
  • Identifying and implementing suggestions to improve guest experiences within train arrivals/departures, and Experience Tours;
  • Working with hotel, transportation and tour partners to identify service level gaps and coordinating appropriate improvements to ensure ongoing effectiveness of service delivery
  • Coordinating with other internal departments to provide feedback and participate in solutions including with Product Operations regarding Experience Tour logistics; coordination with Procurement to ensure partners are meeting contract expectations and provide input for future contract negotiations
  • Developing and documenting processes to ensure consistency and effectiveness of RM brand delivery
  • Acting as point of contact for Guest Destinations regarding reporting needs and coordinating development of reports 
You will have…
  • 5 years of operations management including experience with coaching, training and performance management for a large staff
  • Experience in the high-end travel and tourism industry is preferred but other related industries will be considered
  • Experience planning staff requirements and staff scheduling
  • Previous responsibility managing multiple locations is an asset
  • Experience preparing and managing budgets and managing contractors are an asset
  • Demonstrated excellence in customer service
  • Demonstrated ability to work within a fast paced environment, managing multiple concurrent programs
  • Strong interpersonal skills and ability to work effectively with diverse groups, including the ability to work across organizational departments to ensure effective coordination of cross-department programs
  • Effective written and verbal communication skills
  • Demonstrated ability to document standardized processes, create process manuals and training tools
  • Ability to initiate and manage change
  • Strong problem solving skills and judgment to quickly and effectively resolve issues in real time
  • Demonstrated planning and organizational skills to create work plans for others and coordinate multiple programs
  • Strong computer skills, including proficiency with word processing, spreadsheet and database software
  • Ability to travel and be away from home for extended periods of time
  • Extensive travel within the RM service area throughout the season (April through October) to ensure effectiveness of Destinations operations
  • Occasional travel in the off-season (November through March)
  • Overtime as required to ensure the effective Station operations, including availability on evenings and weekends as per arrivals/departures and Experience Tours schedules.
  • On-call responsibilities throughout the season for irregular operations and to address after-hours guest issues. 

If you passionately believe you belong on our team and you have the required skills and experience to perform exceptionally in this position, then we welcome you to apply online today!

Armstrong Group is committed to equal opportunity employment and invites applications from all qualified candidates