Guest Experience Manager - Banff & Lake Louise (Seasonal Full Time, January to November)

Job Details

Description

Armstrong Collective is the parent company of Rocky Mountaineer and Canyon Spirit, creating unforgettable rail journeys through some of the most breathtaking landscapes in Western Canada and the American Southwest. Guided by our values, Create Meaningful Moments, Be One Team, and Achieve Extraordinary Outcomes, we show up every day with pride, ownership, and a shared commitment to excellence. We work hard, support one another, embrace new possibilities, and celebrate growth, all in a respectful and inclusive environment where integrity, collaboration, and passion for the guest experience lead the way.

Role Overview

The Guest Experience Manager reports into the Senior Manager, Guest Experience.

The Guest Experience Manager is accountable for delivering consistently exceptional, safe, and on‑brand guest experience within assigned destinations. Acting as Rocky Mountaineer’s primary on‑the‑ground leader, this role translates organizational vision and service standards into daily operations, team execution, and partner collaboration.

The Guest Experience Manager leads destination teams and works closely with internal stakeholders and external partners to ensure seamless guest journeys, operational excellence, and the achievement of guest experience, safety, and performance objectives. This role plays a critical part in creating life‑changing experiences for guests while fostering an engaged, high‑performing team environment.

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

Key Responsibilities

Deliver Exceptional Guest Experience

• Lead daily station and Guest Centre operations to consistently deliver exceptional guest satisfaction and reflect Rocky Mountaineer’s brand, values, and service standards.
• Serve as the accountable on‑site decision maker, addressing guest issues promptly and effectively while balancing safety, operational constraints, and guest needs.
• Ensure station and Guest Centre environments meet established aesthetic, service, and safety standards.
• Act as the primary liaison for on‑site partners and contractors addressing service gaps and reinforcing brand expectations.
• Apply standardized guest experience practices while identifying opportunities to improve consistency and quality across locations.
• Represent Rocky Mountaineer professionally with partners and community stakeholders as required.

Lead, Inspire, and Develop Teams

• Lead, coach, and engage destination teams to achieve high levels of performance, accountability, and guest satisfaction.
• Foster a team environment where feedback, learning, and continuous improvement are encouraged.
• Manage recruitment, onboarding, training, scheduling, and performance management in partnership with People & Culture and within approved budgets.
• Set clear expectations and goals aligned to departmental KPIs, Net Promoter Score targets, and seasonal priorities.
• Empower team members to solve problems and make appropriate decisions within their scope, reinforcing accountability and ownership.
• Ensure team understanding of organizational priorities, operational plans, and how their work contributes to success.

Collaborate and Build Strong Partnerships

• Work collaboratively with internal departments to coordinate train operations, guest transfers, and irregular operations.
• Build and maintain effective relationships with hotels, transportation providers, and suppliers to support seamless service delivery.
• Proactively address service challenges or conflicts with partners using a solutions‑focused, respectful approach.
• Share timely and accurate information with stakeholders to support coordinated decision‑making and execution.

Drive Operational Excellence and Improvement

• Monitor guest experience metrics, operational KPIs, and team performance to identify improvement opportunities.
• Lead the implementation of process improvements, SOP updates, and operational changes with minimal disruption.
• Encourage team input and innovative thinking to improve efficiency, safety, and guest experience outcomes.
• Play an active role in seasonal and future operational planning to support continuous improvement.

Safety, Security, and Compliance

• Ensure all safety, security, and emergency procedures are understood, followed, and consistently applied.
• Lead response efforts during incidents or emergencies, supporting onboard leadership and participating in debriefs and training.
• Investigate incidents, complete required documentation, and implement corrective actions.
• Conduct safety audits and reinforce a proactive safety culture among team members and partners.
• Ensure contractors and suppliers comply with Rocky Mountaineer’s health and safety requirements.

What You Bring

• Strong people leadership and coaching skills in a frontline or operational environment
• Clear, confident communication skills, both verbal and written
• Proficient with Microsoft Office tools (Outlook, Word, Excel, PowerPoint)
• Experience delivering high‑quality or premium guest experiences preferred
• Approachable, professional leader who builds trust and confidence with teams and partners
• Strong problem‑solver, able to think critically and find practical, creative solutions
• Calm and effective under pressure in fast‑paced or high‑demand situations
• Able to influence and collaborate with stakeholders across teams and partner organizations

Experience & Qualifications

• Bachelor’s degree in Tourism, Hospitality, or equivalent combination of education and experience
• Valid AB or BC Class 5 Driver’s License (required)
• 5+ years of leadership experience in an operations environment; tourism or hospitality preferred
• Experience with operational reporting, scheduling, and SOP documentation
• Comfortable and effective communicating with large groups, including public speaking
• Strong ability to learn and adapt to new technologies; CRM experience (Salesforce an asset)

Work Environment

• Safety-sensitive environment with exposure to railway operations
• Early mornings, evenings, weekends, and split shifts; possible overtime
• Must be able to push, pull, lift and carry up to 50 pounds
• Required outdoor work in a variety of weather conditions
• Must be legally authorized to work in Canada through the end of the season (April – October)

Compensation

• The base salary offered for this role is $65,000 to $70,000 CAD per annum (pro-rated for season worked) and can vary based on job-related expertise, qualifications, experience and internal equity.
• Eligible for Armstrong Collective's discretionary bonus program.

Perks and Benefits

• Company-paid group benefits plan
• Up to 5% group RRSP Matching plan
• Two annual complimentary rail pass (beginning your 2nd season)
• Friends and family rail tickets and packages discount
• Exclusive discount with various partners on Perkopolis
• Growth opportunities
• Fun and inclusive team environment

#RockyMountaineer

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 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.

Qualifications

Skills

Behaviors

:

Motivations

:

Education

Experience

Licenses & Certifications