Train Manager; Year round

Overview

Armstrong Collective is the parent company of Rocky Mountaineer 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.

The Train Manager reports to the Senior Onboard Manager. The Train Manager is responsible for the strategic management of seamless onboard operations. The position oversees the execution of standard operating procedures, safety and service standards, guest programs, performance management and training.

This position is deemed Safety Alert. All onboard team members must adhere to and comply with onboard safety standards. This also includes reporting any violations or hazards to onboard management and providing support in the event of an emergency.

This position requires periodic access to an active railway area where impaired performance could result in significant incidents affecting the health and safety of team members, guests, team members, the public, property, or the environment.

• Makes immediate decisions in a high-pressure environment, impacting crew, guests and internal/external stakeholders.
• Facilitates the execution of services through Guest Service Managers, encouraging teamwork and lateral service.
• Supports onboard leadership in effective problem resolution and tracking of guest issues and concerns.
• Drives the growth and development of all team members through recruitment, training, coaching, performance management, and recognition.
• Fosters a collaborative culture of service excellence.
• Identifies opportunities for innovation and actively leads change-management.
• Provides a safe and respectful workplace by building strong relationships with front-line team members, managers and internal/external partners and stakeholders.
• Encourages a One Team approach and champions corporate initiatives.
• Participates in strategic company projects and assists in the execution of the annual Guest Experience Operating Plan.

• Understands rail operations, logistics and train movements, to anticipate potential impact on guest services, crew and operations.
• Executes administrative requirements of the role, including but not limited to payroll, crew assignments, crew accommodation, inventory management and ordering, in line with budget.
• Effectively delivers and disseminates information relevant to guest experience and operations through appropriate communication channels.
• Partners with relevant business units to ensure guest comfort through rail car cleanliness and performance of mechanical equipment.
• Closely monitor and manage food waste and usage on the train and work with the Onboard Management team on required adjustments for SOPs or Catering Partner order process.

• Responsible for the safety, security and First Aid of all crew and guests onboard.
• When required, work with various departments within the organization to coordinate an emergency response.
• Ensure compliance with all food safety and HACCP regulations.
• Ensure adherence to the Onboard Safety Management System (SMS) Program.
• Maintain accurate records of all near miss and incident occurrences.

• Undergraduate degree in hospitality/tourism management is preferred, or post-secondary with a combination of technical certification and experience
• Food Handling certification is required
• First Aid & CPR/AED certification is an asset
• Fluency in English language
• Fluency in additional languages is an asset
• Valid form of  domestic travel requirements (passport, driving license, etc.)
• Valid Driver’s License; is an asset

• 5+ years of people leadership experience including at least 3 years leading medium-sized teams (20+ team members)
• 5+ years’ experience working in the hospitality/tourism industry in a guest facing environment
• Previous experience in a luxury restaurant or hotel operation
• Experience working in a safety alert and railroad environment is an asset
• Experienced in creating and implementing business plans for multiple teams

• Approaches decision making strategically with the ability to build relationships at all levels of the organization
• Highly organized with advanced verbal and written communication skills, attention to detail and proficiency in using Microsoft Office suite, Customer Relationship Management tools, and web-based platforms
• Experienced in understanding, communicating and establishing initiative to drive guest experience scores
• Exceptional physical endurance and emotional resiliency with the ability to work long days in a…