Position Summary

The Communications & Dispatch Manager is a critical operational role responsible for coordinating all forecasting, loading communications, dispatch schedules, and real-time operational updates related to onboard catering services provided under the Rocky Mountaineer / Great Canadian Railtour Company Statement of Work. This role ensures accurate, timely, and consistent information flow between the Client, internal culinary and logistics teams, subcontractors, and transportation partners to support scheduled, unplanned, irregular, and emergency operations.

The role acts as the central point of contact for day-to-day dispatch, loading execution, change management, and issue resolution, ensuring service delivery aligns with contractual requirements, food safety standards, and agreed service levels.

Key Responsibilities

Communications & Client Interface

• Serve as the primary operational communications lead between Compass Group Canada and the Client for all catering-related forecasting, loading, and dispatch matters.
• Participate in weekly client meetings and ensure action items, updates, and risks are communicated internally and tracked to resolution.
• Coordinate and distribute operational updates related to menu changes, loading adjustments, irregular operations, and emergency responses.
• Ensure all communications adhere to Client policies, professionalism standards, and confidentiality expectations.

Forecasting, Ordering & Load Accuracy

• Manage the end-to-end communication cycle for catering forecasts and confirmations:
• • Tentative catering orders 7 days prior to departure
  • Confirmed catering orders 48 hours prior
  • Final reviewed catering orders 12 hours prior to departure
• Coordinate changes or ad-hoc requests from Client Operations Leadership and ensure alignment across culinary, procurement, and logistics teams.
• Maintain accurate documentation and version control of forecasts, confirmations, and final load instructions.

Dispatch & Loading Coordination

• Plan and coordinate scheduled overnight loadings across all designated endpoints including Vancouver, North Vancouver, Jasper, and Banff.
• Liaise with internal teams and subcontractors (including The Lazy Gourmet and Mercatino Fresh Food) to ensure readiness for each loading window.
• Coordinate unplanned or irregular loading locations as required, ensuring mutual agreement and operational feasibility.
• Ensure load communications clearly reflect:
• • Car-specific allocations (GoldLeaf, SilverLeaf, crew cars)
  • Emergency, backup, and buffer supplies
  • Fully prepared vs semi/unprepared distinctions

Load Documentation & Compliance

• Ensure accurate load sheets are distributed to all rail cars receiving product, aligned with Client-provided loading requirements.
• Confirm all products are labelled clearly, accurately, and consistently with load documentation and food safety standards.
• Support audit readiness by maintaining communication records, load confirmations, and dispatch documentation.

Irregular & Emergency Operations

• Act as the communications and coordination lead during irregular or emergency food service events, including on- and off-train meal services across BC and Alberta.
• Support rapid deployment of emergency meal plans and ensure aligned messaging between culinary, logistics, and client teams.
• Assist with post-incident reviews and communication summaries when required.

Systems, Tools & Continuous Improvement

• Utilize inventory, ordering, and forecasting systems provided under the contract to support error-free dispatch and load planning.
• Identify communication gaps, recurring issues, or process inefficiencies and recommend improvements.
• Support seasonal planning and readiness by coordinating timelines for finalized menus, training materials, and operational documentation (minimum 30 days prior to season start).

Qualifications & Experience

• 3–5+ years’ experience in operations coordination, dispatch, logistics, or hospitality services in a multi-site environment
• Proven ability to manage high-volume, deadline-driven communications with multiple stakeholders
• Experience supporting food service, transportation, or regulated operations preferred
• Strong working knowledge of forecasting, order management, and dispatch scheduling
• Advanced organizational skills with exceptional attention to detail and documentation accuracy

Skills & Competencies

• Clear, professional written and verbal communication
• Ability to manage change and ambiguity in live operational environments
• Strong problem-solving and decision-making skills under time pressure
• Proficiency with operational software systems, spreadsheets, and documentation tools
• Collaborative mindset with the ability to influence without authority

Working Conditions

• Flexible schedule required to support overnight loading coordination and early-morning dispatch windows
• On-call availability during Operating Seasons for irregular or emergency operations
• Occasional travel may be required in support of operations or service evaluations