Guest Experience Specialist - Moab (Seasonal Part Time)

Guest Experience Specialist - Moab (Seasonal Part Time)

Posting Details

Posted: April 22, 2025

Part-Time

On-site

Locations

Showing 1 location

Moab, UT 84532, USA

Job Details

Description

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.

The Guest Experience Specialist (GES) reports to the Guest Experience Manager.

This position is responsible for providing excellence in guest satisfaction through direct service to guests at the assigned destination. The GES is a problem-solving champion, empowered to make decisions on behalf of the company.

This position is deemed Safety Alert since regular access to an active railway area is required. The GES is part of the Destinations Guest Operations (DGO) team, responsible for the health and safety of colleagues, guests, the public, property, and the environment.

Key Areas of Accountability

Guest Experience

Execute the daily operations of the station to provide world-class service to guests and to deliver on RM's brand promise enabling the creation of life changing experiences.

Respond knowledgeably to guest questions related to their journey by being well versed in RM products through continued learning and education.

Prepare documentation, manifests, supplies, and check-in/scanning equipment for daily operations.

Maintain station supplies inventory (e.g., luggage tags, office supplies), communicate with the designated team members or partners to order and replenish as required.

Respond to questions and/or prepare manifests for hotel and tour partners, tour groups, and sightseeing tours.

Greet guests, perform check-in duties, answer questions, and provide direction to ensure smooth transfers to/from the train.

Document and communicate concerns from guests, the Onboard team, and internal/external partners. Resolve or escalate as required.

Deliver special guest requirements, including accessibility needs, as required.

Order transportation (e.g., taxis, ride share) as required.

Operate equipment for guests requiring mobility assistance (e.g., wheelchair, mobility lift).

Maintain station/siding aesthetics in line with the RM standard by cleaning the platform and public areas and restocking supplies.

Assist with station/siding traffic flow as required by guiding motorcoaches and luggage trucks by directing guests and the public.

Perform tagging, sorting, counting, scanning, loading, unloading, and delivery of guest luggage, as well as preparing luggage reports and assisting with misdirected luggage.

Ensure safe boarding and offboarding of vehicles; transportation to and from station/sidings; use of mobility equipment; movement around stations/sidings; and provide relevant safety commentary.

Public speaking in front of large groups and/or on microphones, as required.

Escort guests by motorcoach/shuttle to/from partner hotels/sidings and provide commentary en route.

Provide local restaurant and activity recommendations, directions, and assistance to guests.

Safety and Security

Adhere to RM's safety and security standards so that safety hazards and concerns are mitigated/reduced for RM guests, team members, and partners.

Conduct audits to ensure compliance with safety programs.

Be proactive in building awareness and enhancing a culture of workplace safety.

Assist station management in the execution of Destinations safety and emergency response procedures during irregular or emergency operations which could require travel to other locations.

Report all injuries and near misses to the On-Duty Manager and support the investigation of all workplace accidents as well as the completion of the necessary paperwork in a timely and accurate manner.

Qualifications

Education/Certifications/Knowledge

High School Diploma or GED equivalency required

Valid U.S. Driver's License considered an asset

Experience

Experience in tourism, hospitality, and/or customer service desired

Familiarity in world class guest experience, and/or luxury brand an asset

We are willing to train if you are willing to learn

Skills

Demonstrate a polished presence

Professional communication skills, both verbal and written

Confidence and competency with public speaking in front of large groups and/or on microphones

Strong time management and administrative skills

Ability to juggle several tasks and take initiative

Ability to work independently and as part of a team

Demonstrate a professional, accountable, and responsible work ethic

Ability to work in a high volume and high demanding environment

Ability to handle difficult scenarios and conversations in a calm, consistent, and professional manner

Highly organized with strong attention to detail

Energetic, motivated, hardworking, and committed to guest service

Ability to adapt to new technology and learn platforms

Ability to safely lift 50 pounds and to repeatedly carry and safely load luggage into a transport truck considered an asset

Work Environment/Physical Requirement

Schedule regularly includes early mornings, evenings and weekends as per train arrival/departure schedules. Monday and Thursday availability is required. Overtime may be required for irregular operations or delays

Require work in a Safety Alert environment including railway tracks, moving trains, and other vehicles

Require outdoor work in a variety of weather conditions

Must be legally allowed to work in the United States for the full duration of the operating season (April-October)

Salary

Salary: $22.50 USD / Hour

Eligible Benefits

All team members regularly working less than 30 hours per week will be eligible for these benefits:

Rocky Mountaineer is covered under the Railroad Retirement Act. The U.S. Railroad Retirement Board (RRB) administers the benefits programs covered under the Railroad Retirement Act, including retirement, survivor, unemployment, sickness, and disability benefits. For more information regarding the benefits of the RRB, visit the Railroad Retirement Board website at rrb.gov.

Vacation time, sick time, and company holiday pay

401(k) plan (employee contributions only)

Two annual complimentary rail pass (beginning your 2nd season)

Friends and family rail tickets and packages discount

Seasonal wage increases

Business travel accident insurance and business travel emergency medical insurance

Growth opportunities

Fun and inclusive team environment

We use E-Verify as part of our hiring practices to comply with having a lawful workforce.

Rocky Mountaineer 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.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.