Guest Liaison Job Description
Reports To: On Board Leader
FLSA Status: Hourly, non-exempt
Prepared By: HR Director
Prepared Date: 5/3/24
Compensation: $14.42 per hour
Summary: The Guest Liaisons function as the primary link between our guests and the Royal Gorge Route Railroad. They provide a first impression for guests. They provide personal guest interaction individually and on a small group basis. By answering questions, providing information, supplementing scripted on board narration and other duties as assigned makes the guests experience a memorable one. Overall, our focus is on providing an outstanding, safe, and consistently fantastic experience across all touch points while on property and onboard the train!
About Us: The Royal Gorge Route Railroad is Colorados most breathtaking rolling restaurant serving more than 200,000 guests from around the world annually. Founded in 1998 by a family of travel and tourism pros, we have grown our business by bringing together a team that is passionate about guest service, great food and creating memorable experiences.
We value our staff, and we like to have fun! In addition to becoming an integral part of our team-oriented environment, hourly team members enjoy excellent perks, including up to an 8% 401k match, discounts, free tickets, and opportunities for advancement. If youre an energetic team player who wants to love where you work while making a great living, please apply today.
Essential Functions
Monitor guest behaviors to facilitate a safe, welcoming environment
Monitors and maintains inventory of open air cars
Monitors and maintains cleanliness of open air cars and vestibule
Warmly greets guests upon arrival
Follows all safety and sanitation policies and procedures
Direct guests to boarding vestibules
Organizes and assists guests for quick boarding/deboarding
Performs additional responsibilities as directed by management
Education/Minimum Requirements
High school diploma or actively pursuing an education
Prior experience serving in a restaurant preferred
TIPS certified preferred
Knowledge
Knowledge of principles and processes for providing customer and personal services. This includes ability to assess customer needs, meeting quality standards for services, and evaluation of customer satisfaction.
Understanding of federal, state, and local liquor laws
Knowledge of historical facts is a plus
Skills/Aptitudes
Ability to read/speak/write the English language and communicate professionally and effectively.
Ability to take direction and work under moderate supervision
Ability to work in a team environment
Ability to work quickly, calmly, and effectively under pressure
Active listening skills: having the ability to give full attention to what others are communicating, taking time to understand, asking questions when appropriate and not interrupting.
Conflict Resolution, ability to deal with unpleasant or angry customers.
Working Conditions/Essential Job Functions
This position will spend 95% of the time standing/walking and 5% of the time sitting
Position requires ability to bend, twist, make repetitive motions, use hands to hold and carry items/trays, kneel, reach, push and pull.
This position requires the ability to work/move safely on a moving train.
Must be able to lift and carry up to 50 lbs.
Direct contact with guests, managers, and co-workers.
Occasional environmental exposures to cold, heat, snow, rain and water.