Station Manager - Rocky Mountaineer

Employment type: Full-time
City: Banff
Last visit: 2014-01-29
Author's ads: 1

Posted: 2014-01-29


Recently named Employer of the Year by the Tourism Industry Association of Canada, Rocky Mountaineer is currently hiring for a Station Manager in Banff, AB.  The Station Manager is responsible for ensuring effective representation of the RM brand and exceptional guest experience through the management of station operations.  The Station Manager manages station staff, oversees local providers and liaises with Hotel and Tour Partners to coordinate guest and luggage transfers, superior guest experience, and appropriate station and train aesthetics in keeping with the RM brand.   Specific duties and responsibilities can vary between stations depending upon business volume and additional programs/projects managed at each station as described at the end of this job description.

·       Station Operations Management:  Responsible for effective station operations to achieve exceptional guest satisfaction and representation of the RM brand through: o   Managing daily decision-making in conjunction with internal and external stakeholders (Train Managers, Railway Operations, hotels, motor coach companies, etc to ensure timely arrival/departures of train(s) and efficient detraining/boarding of guests; o   Coordinating transportation by identifying the appropriate number of motor coaches and/or taxis and managing logistics to ensure efficient and timely transfers of guests; o   Coordinating management of luggage transfers by ensuring luggage is tagged and loaded appropriately to arrive at the correct destination, coordinating pick up and loading of luggage and following up on misdirected luggage; o   Implementing standardized guest services policies, practices and procedures to ensure consistency of the RM brand; o   Ensuring station expenditures are in line with station budgets and RM policies; o   Assessing stakeholder concerns, providing and implementing suggestions for process changes to enhance overall guest experience in line with financial guidelines; o   Performing risk assessments of proposed changes to operating procedures to determine potential impact on guest service, train management, staff, contractors, etc; o   Managing the station and platform aesthetics to ensure proper representation of the RM Brand;   o   Staying current with standards and best practices related to Destinations, making suggestions to improve quality and efficiency; o   Ensuring a safe working environment for staff, guests, public and contractors by utilizing and maintaining the accident investigation and first aid kits and rectifying unsafe practices and situations; o   Ensuring all staff understand and can carry out their roles and responsibilities with regard to the Destinations emergency response situations; and o   Representing RM at public functions to support the RM brand as required.       ·       Manage Relationships with Partners and Contractors:  Responsible for ensuring contractors and partners meet the requirements of the RM brand through: o   Liaising to ensure the aesthetics of the station and platform are maintained in keeping with RM guest excellence standards; o   Developing and maintaining relationships in keeping with RM’s guest experience excellence standards, including pre-season meetings and/or training with hotel partners, transportation companies and suppliers; o   Addressing service level issues to ensure quick and effective resolution of issues; o   Ensuring all contractors and suppliers comply with comply with RM environment, health and safety requirements; o   Reviewing service levels of local service providers (eg. hotels, restaurants) as directed for quality assurance purposes throughout the season and makes recommendations for improvement; o   Following up as required with local service providers (eg. hotels, restaurants, transportation companies) to confirm recommendations are implemented; and o   Performing regular cleaning audits of the train in accordance with RM’s Railcar Cleaning Quality Assurance Program, documenting deficiencies and monitor implementation of corrective actions.    ·       Management of Staff:  Manage station staff to ensure a high level of employee and guest satisfaction through: o   Working in conjunction with the senior management to identify seasonal staffing requirements ensuring appropriate staffing levels are maintained within challenging shift requirements, seasonal turnover and budget guidelines; o   Recruiting, training, coaching and mentoring staff to ensure operating and guest excellence standards are met; o   Effectively orienting new employees, using the Leader’s Guide, standard orientation package and providing station specific training; o   Ensuring staff effectively represent the RM brand, by adhering to the standards established in the Uniform and Appearance Policy; o   Providing ongoing training and coaching for staff, cross training staff to ensure continuity and consistency of operations in the absence of the Station Manager; o   Maintaining effective records of discussions with staff and training completion; o   Preparing weekly shift schedules to ensure efficient station operation within budget guidelines, minimizing overtime requirements; o   Building a strong station team through effective motivation, recognition and coaching of employees to achieve work goals; o   Maintaining time and payroll records and responding to questions from staff concerning payroll, Human Resources and related employment inquiries.   ·         Other duties as assigned to ensure effective station management

Critical Contributions:

Periodic travel may be required to attend meetings, represent RM and/or provide support to other RM Stations.Irregular scheduling to ensure the effective Station operations, including availability on evenings and weekends as per arrivals/departures schedules.  Overtime may be required for irregular operations or scheduling delaysWear 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.

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Rocky Mountaineer is committed to maintaining a diverse workforce and invites applications from all qualified candidates.