Guest Experience Training Specialist - Destinations (Seasonal Full Time until June)

Job Details

Description

Please note: This seasonal role is available until the end of June, with possible extension of contract based on operational needs.

Purpose

The Guest Experience Training (GET) Specialist reports to the Manager, Guest Experience Training.

The GET Specialist designs end to end learning and development journeys for team members that lead to individual and organizational effectiveness (high performance) and a culture of engagement. The GET Specialist creates and builds training curriculum and content to support team members, supporting both technical learning and professional development. This position is a subject matter expert in adult education and is focused on creating training programs, tools and resources that have a measurable impact on business results.

This job is deemed Safety Sensitive. This position requires the incumbent to periodically access an active railway area where impaired performance could result a significant incident affecting the health and safety of team members, guests, team members, the public, property or the environment.

Key Areas of Accountability

Training - Program Design & Development:

• With input from technical subject matter experts (SMEs), where relevant, conduct training needs analysis and design programs that deliver a high-quality user experience.

• Contribute and design end to end learning and development programs, workshops, tools and curriculum for team members including apprentice programs.

• Provide guidance and support to the GET coordinators.

• Ensure training programs meet applicable regulatory requirements.

• Leverage technology to build effective content and delivery of training utilizing the LMS and e-learning methods.

• Develop and maintain role-based curriculum and training matrices.

• Develop train the trainer programs for business unit technical SMEs.

• Create processes and procedures for L&D and training functions.

• Provide input on learning development strategy and annual training plans.

• Work with relevant stakeholders, develop people programs relating to Guest Experience training and learning & development.

• Implement stakeholder communications plans to engage business unit leaders and technical SMEs.

• Work with People & Culture’s Learning & Development team on opportunities to optimize resources.

Facilitate Technical Training, Learning & Development Programs:

• Facilitate and support classroom and field training during preseason and in season operations in person or remotely; including presentations, workshops, small group exercises, role plays, and so on.

• Deliver train the trainer programs and support technical SMEs in facilitation and training.

• Administer tests and evaluations to assess knowledge and skills and application of training in the workplace.

• Build and maintain collaborative relationships with client groups to support quality training experiences.

• Conduct remote e-learning sessions through LMS platforms and create libraries of recorded content.

• Support monitoring and auditing of training effectiveness.

• Work with client groups to develop clear and effective training related communications.

Safety Knowledge and Expectations:

• Understand, follow safety regulations, rules, policies, procedures, and instructions applicable to the workplace.

• Ensure unsafe working conditions and safety hazards are being reported.

• Ensure all injuries, accidents and near miss incidents are being reported.

Qualifications

Education / Certifications / Knowledge

• Degree, diploma or certification in Adult Education or equivalent learning & development work experience

• Certifications in Lumina Learning or other psychometric assessment tools; is an asset

Experience

• 2+ years experience in Hospitality

• Demonstrated passion for training and supporting team members to acquire the skills and knowledge to successfully and safety perform job duties and responsibilities

• 2+ years’ experience in designing a broad range of training programs in a complex operational environment

• Proven ability to effectively facilitate training for seasonal and full-time team members across multiple business units

Skills

• Proficiency in the governance and functionality of one or more learning management (LMS) and e-learning systems

• Proficient in Microsoft platforms including Outlook, SharePoint, PowerPoint and Excel

• Exemplary communication and facilitation skills – High energy presenter that can tailor delivery style for diverse client groups

• Ability to influence and excellent interpersonal communication skills

• Strong technical writing skills and verbal communication skills (including delivery of presentations)

• Strong project management and process development skills

Attributes

• Ability to manage and adapt to change – processes, programs, systems

• Team player with ability to coach, motivate and engage teams with a diplomatic approach to interpersonal challenges

• Possess a positive attitude and collaborative approach to developing relationships

• Aptitude for technology, can easily adapt to new systems

• Ability to exercise tact and discretion, and can be entrusted with confidential information

• Exceptional time management and organizational skills with the ability to prioritize and complete tasks on time and in detail

• Creative thinking and problem-solving skills

• Ability to make decisions, take action, and find ways of continuously improve the learning and development experience

• Comfortable working in a high paced, demanding environment with multiple client groups

• Willingness to share knowledge as a subject matter experience in adult education and training

Work Environment

• Candidate may be based in any of our Canadian destinations

• Expect heavy travel onboard the train or to our Stations from March to June which will require applicant to be away from home

• Ability to travel to USA and Canada

Compensation

The base salary offered for this role is $62,000 to $70,000 per annum and can vary based on job-related expertise, qualifications, experience and internal equity.

Eligible Benefits

Your seasonal frontline benefits will remain active for the duration of this position.

Armstrong Collective, Rocky Mountaineer and Canyon Spirit are 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.

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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