Guest Experience Concierge - Banff & Lake Louise (Seasonal Full Time, March to October)

Job Details

Description

Armstrong Collective is the parent company of Rocky Mountaineer (RM) and Canyon Spirit, unforgettable rail experiences in Western Canada and the American Southwest. Since 1990, we have grown to become the largest privately-owned luxury rail company in the world, having welcomed over 2.4 million guests onboard. We are committed to living our values : Create Meaningful Moments, Be One Team, Achieve Extraordinary Outcomes. We foster a work environment of respect, integrity, and honesty; where diversity is valued, and talent is developed to support the growth of our team members and our company.

Purpose

As a Guest Experience Concierge (GEC), you play a vital role in delivering world-class service to our guests at our Guest Centres, Stations and other locations within our Destinations. You will be a problem-solving champion, empowered to ensure our guests have the best possible travel experience. You will be assisting guests with their travel needs (Train Check-In, Sightseeing Tours, General Enquiries) and working alongside internal teams and with external partners to uphold Rocky Mountaineer’s standards and brand promises.

As part of the Destinations Guest Operations (DGO) team, this position is classified as Safety Sensitive due to regular access to active railway areas. The GEC is entrusted with maintaining the health and safety of colleagues, guests, the public, property, and the environment.

Important Timeline

If selected to move forward in our recruitment process, successful candidates will be contacted via email in January 2026. Interviews will begin in January, with this position scheduled to start in March. Please keep an eye on your email and junk mail for further updates.

Key Areas of Accountability

Guest Experience

• In-Travel Assistance : Assist our guests along their journey by checking them in for their train journey, issuing boarding passes, luggage tags and hotel keys where applicable.
• Special & Mobility Guest Requirements : Play a crucial role in tailoring experiences for guests with special requirements, ensuring that their journey is comfortable and memorable.
• Problem Solving & Guest Issue Handling : Be the problem solver for guests, ensuring that their concerns are addressed with care and efficiency by accurately documenting, actioning and following-up on all guest inquiries. This involves using CRM systems to access guest bookings and accurately document all information.
• Communication and Coordination : Effectively communicate and coordinate with internal teams as well as external partners (in person, via phone, email and MS Teams) to ensure all guest inquiries are handled in a timely manner.
• Train Arrivals / Departures : Play a part in our train arrival / departure operations by escorting guests on motor coach transfers, handling luggage and occasionally transporting guests or team members in RM fleet vehicles.
• Station / Guest Centre Aesthetics : Take pride in maintaining the high standards of cleanliness at our Stations and Guest Centres, creating a welcoming environment for everyone.

Leadership and Engagement

Safety and Security

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Perks and Benefits

Hourly wage : $25.05 / hour

The company 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 accommodation 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.

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