Journey Manager Vintage Rail Journeys

4 weeks ago

Adelaide, Australia Journey Beyond Full time

We are calling for an expression of interest internally in preparation for commencing Vintage Rail operations. We are seeking an appointment of a Journey Manager as we embark on this new chapter. Vintage Rail will include tours through regional New South Wales including Riverina, North Coast & the Golden West and consist of 5 day, 4 night tours throughout these regions and this position will be based out of Sydney.

**About You**

We are currently looking for a leader with a passion and strength in delivering amazing guest service and experience as well as people management, to join us in the role of Journey Manager. This senior position is responsible for the overall management and delivery of the Guest Experience on-train and for our offtrain experiences, which all form part of the travel adventure when our guests journey through New South Wales. This is an exciting opportunity for an experienced operations manager with a great appreciation for creating and fostering a positive culture and can proactively manage the financial and guest experience metrics of our journeys. Be that through improving our net promotor score, effective management of on-train workflows, problem solving disruptions and changes to leading, coaching and developing on-train team members all done whilst travelling through New South Wales' amazing landscapes. In creating and shaping lasting memories for all of our guests you will ultimately be driving strong performance and advocacy, which will be the key measure of success in this role.

Key responsibilities will include:

- Welcome all guests, oversee, and assist with check in process at the commencement of each journey, liaising with the terminal manager
- Leading and managing the on-train team to ensure a seamless guest experience with lasting memories for our guests on all journeys
- Handling guest complaints, and issues, aiming for first contact resolution Training staff on how to properly receive guests, handle their requests, and manage complaints
- Reviewing guest feedback during and at the conclusion of each journey to identify areas for improvement and implementing changes as necessary in consultation with the on-board team and the GM Vintage Rail
- Ensuring compliance with health, safety, and liquor licensing regulations
- Understanding what guest expectations are and anticipating problems to prevent complaints.
- This role requires excellent communication and interpersonal skills, as you will be managing a team of employees and interacting with guests regularly.
- This position will include rail safety worker responsibilities.
- In addition to managing the day-to-day operations, you will be responsible for creating and implementing policies and procedures that ensure the smooth operation of each journey. You will need to be able to make decisions quickly and efficiently and have excellent problem-solving skills.

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