Job Title: Operations Manager – Rocky Mountaineer Calgary
Reports to: Senior Operations Manager
Location: Western Canada (with travel to operating routes and facilities)
Employment Type: Full-time, operational leadership role
Position Summary
The Operations Manager is responsible for the end-to-end operational execution of catering services across multiple luxury rail routes. This role ensures consistent, compliant, and financially responsible delivery of guest and crew meal services to the Trains in alignment with contractual obligations, culinary standards, service levels, and safety regulations.
The Operations Manager acts as the primary operational liaison between the Client and Culinary teams, leading forecasting, production coordination, loading logistics, irregular operations response, financial reviews, and continuous improvement initiatives throughout each operating season.
Key Responsibilities
Operational Delivery & Service Execution
- Oversee daily execution of catering services to the Trains for all guest classes and crew meals, including breakfast, lunch, dinner, snacks, dietary, irregular, and emergency meals.
- Ensure operational readiness to support up to 120,000 guests annually across all designated train routes and operating seasons.
- Coordinate catering services for scheduled departures and routes, ensuring seamless delivery across all loading locations.
- Lead preparation and execution of irregular and emergency food services, including off-train solutions when required.
Forecasting, Ordering & Loading
- Manage the forecasting and ordering cadence in collaboration with Client operations teams (7-day forecast, 48-hour confirmation, 12-hour final review).
- Ensure accurate procurement, staging, and loading of all food, beverage, snack, emergency, and buffer items.
- Oversee scheduled and unplanned loading operations across all approved locations.
- Ensure load sheets, labeling, packaging, and distribution meet contractual accuracy and food safety standards.
- Ensure all required vehicles, equipment, and packaging for loading are available and compliant.
Financial & Contract Management
- Manage operational costs in accordance with the cost pass-through and management fee model.
- Ensure financial transparency, cost control, and continuous cost optimization without compromising service quality.
- Participate in Monthly and Quarterly financial reviews, providing operational insight, variance explanations, and improvement plans.
- Support audit readiness by maintaining documentation, invoices, schedules, and labor records.
- Ensure performance metrics tied to management fees are tracked and supported operationally.
Menu Execution & Training Support
- Support collaborative menu development and annual updates in alignment with Client culinary vision and guest feedback.
- Ensure all operational teams are trained on updated menus, plating standards, portion controls, dietary guides, and substitutions.
- Ensure training documentation and operational materials are finalized and deployed no later than 30 days before each operating season.
- Facilitate in-season reviews and support necessary adjustments.
Quality, Safety & Compliance
- Ensure full compliance with all municipal, provincial, and federal health and safety regulations.
- Maintain Food Safe Level 1 certification compliance across all operational staff.
- Ensure adherence to all Client policies, including safety, respectful workplace, drug & alcohol, and social media policies.
- Lead corrective actions following inspections, audits, or investigations, including food safety incidents.
- Support Quality Assurance Plan implementation and continuous improvement initiatives.
Stakeholder Communication & Leadership
- Act as the primary operational point of contact between Contractor and Client.
- Participate in weekly client meetings and provide operational reporting, issue management, and action tracking.
- Coordinate with subcontractors and regional partners to ensure seamless service delivery.
- Travel on select routes each operating season to evaluate onboard execution and collaborate with senior culinary leaders.
- Lead, coach, and support operations teams to foster accountability, performance excellence, and engagement.
Sustainability & Social Responsibility
- Embed sustainability practices into daily operations, including waste reduction, responsible sourcing, and environmentally conscious packaging.
- Support initiatives aligned with climate goals, local sourcing, Indigenous engagement, and community partnerships.
- Ensure operations reflect commitments to equity, diversity, inclusion, and social responsibility.
Qualifications & Experience
Required
- 7–10 years of progressive experience in foodservice or hospitality operations, preferably in transportation, remote, or multi-site environments.
- Proven experience managing complex logistics, forecasting, and operational execution under tight timelines.
- Strong financial acumen with experience managing cost-based contracts or similar financial models.
- Demonstrated leadership experience managing operational teams and external partners.
- In-depth knowledge of food safety, regulatory compliance, and health inspections.
Preferred
- Experience in luxury hospitality, onboard/transportation catering, or seasonal operations.
- Familiarity with inventory management and purchasing systems.
- Experience managing irregular operations, emergency response, or contingency planning.
- Post-secondary education in Hospitality Management, Business, or Operations Management.
Key Competencies
- Operational excellence & attention to detail
- Stakeholder communication & influence
- Financial discipline & analytical thinking
- Decision-making in dynamic environments
- Leadership under pressure
- Commitment to safety, quality, and guest experience
