Travel Alberta

Lead Luggage Host – Banff

Apr 8, 2017
Feb 8, 2017
Rocky Mountaineer

Tracking Code

Job Description

At Rocky Mountaineer, we invite guests to the majestic Pacific Northwest and Rocky Mountains and take them on a world class journey. With the help of our dedicated team, we offer more than a renowned luxury product, we create life changing experiences. We are looking for positive people who bring a passion for excellence and commitment to teamwork to join us.

Rocky Mountaineer is proud to work with a strong team of talented individuals. We were recently named one of Deloitte’s Best Managed Companies and have won Employer of the Year by the Tourism Industry Association of Canada multiple times.

Recently named Employer of the Year by the Tourism Industry Association of Canada, Rocky Mountaineer is currently hiring for Lead Luggage Hosts.

The Lead Luggage Host is RM’s front line of service at destinations and is responsible for providing excellence in guest satisfaction.

These are part-time, Seasonal positions based at our Banff Station. You will need to commit to the entire season from April – October. This role is a perfect addition to your work – life if you are looking for part-time hours in a rewarding role! 

You will be responsible for... 

  • Tagging, loading, unloading and sorting of guest luggage at the station, hotels, and/or motor coaches
  • Ensuring effective communication with luggage truck drivers to coordinate luggage movement and liaise with them during irregular operations
  • Communicating with hotel staff and station management regarding guest luggage issues on day-of-travel
  • Maintaining station equipment such as setting up/removing signage, setting up equipment for station events, stanchions, coffee station, luggage carts, etc.
  • Assisting guests with mobility requirements including operation of wheelchair ramp as required;
  • Performing general cleaning and maintenance to maintain station and platform aesthetics in line with the RM “white glove clean” standard
  • Assisting with station traffic flow as required by guiding motor coaches, luggage trucks and directing guests and public]
  • Data gathering and reporting

Effective Station Operations:  Ensures effective station operations through:

  • Provides day-of-travel direction to Luggage Hosts to ensure effective utilization of team;
  • Maintaining station supplies inventory (eg. luggage tags, amenity kits, kids packs, office supplies), communicating with station management as required to replenish supplies;
  • Prepare documentation concerning guest luggage 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, movement and sorting of luggage, and preparing arrival/departure reporting;
  • Coordinates the completion of station open/closing duties, directing Luggage Host team 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 Luggage Hosts 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;
  • 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. 

You will have...

  • Excellent communication skills, both verbal and written
  • The Ability to lift 40lbs
  • Highly organized with strong attention to detail
  • Energetic, motivated, hardworking and committed to Guest Service Excellence
  • Ability to work independently and as part of a team
  • General office and computer skills 

This role requires….

  • Your own transport or have someone drop you off for the start of your shift due to transit operating hours
  • This ability to operate on a split- shift basis
  • Flexibility with your hours is required if there are train delays
  • Irregular scheduling to ensure the effective Station operations, including availability on evenings and weekends as per arrivals/departures schedules
  • Outdoor work in a variety of weather conditions
  • 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 

If this position suits your skills, experience and personal attributes, we want to talk to you!

Please apply by submitting your resume and a covering letter outlining why you are a 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.

View this posting on the Rocky Mountaineer Current Opportunities web page.