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Rocky Mountaineer

Job Title:

Station Manager - Jasper
Date Posted:
Work Permit?:
Pay Rate:
  Dependent on Experience
Competition Start Date:
Job Level:
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The Station Manager is responsible for ensuring effective representation of the RM brand and exceptional guest experience through the management of station operations. The Station Manager manages station staff, oversees local providers and liaises with Hotel and Tour Partners to coordinate guest and luggage transfers, superior guest experience, and appropriate station and train aesthetics in keeping with the RM brand.

Key Accountabilities for Excellence:

• Station Operations Management: Responsible for effective station operations to achieve exceptional guest satisfaction and representation of the RM brand through:
o Managing daily decision-making in conjunction with internal and external stakeholders (Train Managers, Railway Operations, hotels, motor coach companies, etc.) to ensure timely arrival/departures of train(s) and efficient detraining/boarding of guests;
o Coordinating transportation by identifying the appropriate number of motor coaches and/or taxis and managing logistics to ensure efficient and timely transfers of guests;
o Coordinating management of luggage transfers by ensuring luggage is tagged and loaded appropriately to arrive at the correct destination, coordinating pick up and loading of luggage and following up on misdirected luggage;
o Implementing standardized guest services policies, practices and procedures to ensure consistency of the RM brand;
o Ensuring station expenditures are in line with station budgets and RM policies;
o Assessing stakeholder concerns, providing and implementing suggestions for process changes to enhance overall guest experience in line with financial guidelines;
o Performing risk assessments of proposed changes to operating procedures to determine potential impact on guest service, train management, staff, contractors, etc;
o Representing RM at public functions to support the RM brand as required.

• Manage Relationships with Partners and Contractors: Responsible for ensuring contractors and partners meet the requirements of the RM brand through:
o Developing and maintaining relationships in keeping with RM’s guest experience excellence standards, including pre-season meetings and/or training with hotel partners, transportation companies and suppliers;
o Addressing service level issues to ensure quick and effective resolution of issues;
o Ensuring all contractors and suppliers comply with comply with RM environment, health and safety requirements;
o Reviewing service levels of local service providers (eg. hotels, restaurants) as directed for quality assurance purposes throughout the season and makes recommendations for improvement;

• Management of Staff: Manage station staff to ensure a high level of employee and guest satisfaction through:
o Working in conjunction with the senior management to identify seasonal staffing requirements ensuring appropriate staffing levels are maintained within challenging shift requirements, seasonal turnover and budget guidelines;
o Recruiting, training, coaching and mentoring staff to ensure operating and guest excellence standards are met;
o Building a strong station team through effective motivation, recognition and coaching of employees to achieve work goals;
o Maintaining time and payroll records and responding to questions from staff concerning payroll, Human Resources and related employment inquiries.

• Experience Tours (Banff, Lake Louise, and Jasper only): Participate with other departments to support the Experience Tour product by:
o Acting as the local contact for Experience Tours Partners, developing strong relationships and liaising to resolve local issues;
o Providing suggestions to senior management and implementing identified solutions with Experience Tour partners to reduce future issues.

This position may require:
• Periodic travel to attend meetings, represent RM and/or provide support to other RM Stations.
• Irregular scheduling to ensure effective Station operations, including availability on evenings and weekends as per arrivals/departures schedules. Overtime may be required for irregular operations or scheduling delays.

Required Skills, Experience & Personal Characteristics:

• 3 – 5 years of management experience in the hospitality industry
• Proficient with MS Office applications (Word, Excel, Outlook, PowerPoint)
• Excellent interpersonal, leadership, and problem solving skills
• Experience and knowledge of the tourism industry
• Excellent communication skills, both verbal and written
• Strong time management and administrative skills
• Ability to multitask, take initiative, self-starter, entrepreneurial
• Highly organized with strong attention to detail
• Energetic, motivated, hardworking and committed to guest service
• Ability to work independently and as part of a team
• Demonstrate a professional, accountable and responsible work ethic

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