Purpose
Rocky Mountaineer (RM) is the world’s largest privately-owned luxury passenger rail service.
We are committed to living our values: Create Meaningful Moments, Be One Team, Achieve Extraordinary Outcomes. We endeavor to foster a work environment of respect, integrity, and honesty; where diversity is valued, and talent is developed to the benefit of the individual and the company.
Reporting to Manager, GEC, the Guest Experience Centre is responsible for all guest inquiries and feedback during and after travel. This role is part of a team working 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 operation. The GEC representative role reports into GEC Team Lead.
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 and Partners as well as Direct Guests
- Review, investigate and resolve guest claims and complaints in a timely manner
- Support the achievement of KPI, Dashboard and NPS targets
- Provide support to internal teams (Onboard, Destinations, Sales and Product Operations teams)
- Communicate changes and information updates to the team
- Provide on-going feedback and comments to the leadership team
- Support the business and guests during Emergency Operations
- Take part in creating a fun and healthy working environment
Qualifications
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 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/Mandarin 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 pressured environment with multiple immediate items to action at a time
Work Environment
- This is an onsite position. Shifts are 6am-4pm and 11am-9pm in a 4/10 work schedule (7 day/week operation).
- Ability to work evenings and weekends.
Perks and Benefits (GEC Canada)
- Health Care Spending Account (starts at $300)
- Two annual complimentary rail pass (beginning your 2nd season)
- Exclusive discount with various partners on Perkopolis
- Growth opportunities
- Fun and inclusive team environment
Hourly wage: $26.00/hour
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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.