Guest Experience Manager (Seasonal Full Time - January to November)

Armstrong Collective • Moab, UT

6d • $63,000 - $73,000

About The Position

Armstrong Collective is the parent company of Rocky Mountaineer and Canyon Spirit, which create rail journeys through Western Canada and the American Southwest. The Guest Experience Manager leads Canyon Spirit station operations and guest experience delivery, ensuring consistent representation of the brand. Reporting to the Senior Manager, Guest Experience, the role translates business strategy into daily operational excellence by leading frontline teams, managing partner relationships, and coordinating guest, luggage, and transportation logistics.

The manager develops an engaged, accountable, and safety-focused team and drives continuous improvement in guest service, station operations, and partner performance. The work combines strategic planning with real-time decision-making to meet operational goals, guest satisfaction targets, safety standards, and business performance objectives. This is a Safety Alert position that periodically requires access to active railway areas where impaired performance could lead to significant incidents affecting people, property, or the environment.

The role is seasonal full-time, with the title specifying January to November. The operating season is described as April through November, and the employee must be entitled to work in the USA for its full duration. The schedule regularly includes early mornings, evenings, weekends, and split shifts based on train schedules; overtime may be required during irregular operations or delays. Work includes railway tracks and moving trains, vehicles, and outdoor conditions in varied weather. The base salary is $63,000–$73,000 per annum, pro-rated for the season worked, and the role is eligible for Armstrong Collective’s Bonus Program.

Requirements

• Bachelor’s degree in Hospitality, Tourism, Business, or a related field, or an equivalent combination of education and experience.
• Valid U.S. Driver’s License.
• At least 5 years of people leadership experience leading operational teams.
• At least 3 years of experience in hospitality, tourism, transportation, or a guest-facing operations environment.
• At least 3 years of experience leading projects, change initiatives, or operational improvements.
• Experience with workforce planning, scheduling, reporting, performance management, and SOP development.
• Proficiency with Microsoft Office and ability to quickly learn new technologies and systems.
• Ability to inspire, coach, and develop teams while fostering engagement, collaboration, and accountability.
• Strong operational leadership, critical thinking, and decision-making skills in fast-paced, guest-focused environments.
• Exceptional relationship-building, influencing, and communication skills with diverse stakeholders.
• Proactive, solutions-oriented approach and ability to navigate ambiguity, drive change, and challenge the status quo constructively.
• Strong business acumen and organizational skills, with ability to prioritize competing demands while maintaining attention to detail.
• Confidence speaking to large groups and representing a premium hospitality brand.
• Must be entitled to work in the USA for the full duration of the operating season (April–November).
• Ability to work a schedule that regularly includes early mornings, evenings, weekends, and split shifts; overtime may be required for irregular operations or delays.
• Ability to work in a Safety Alert environment that includes railway tracks, moving trains, and other vehicles, and to work outdoors in varied weather conditions.

Nice To Haves

• Experience supporting luxury hospitality or premium guest experiences is considered an asset.

Responsibilities

• Lead daily station operations to deliver exceptional guest satisfaction and uphold Canyon Spirit brand standards.
• Coordinate train arrivals and departures, guest boarding and detraining, luggage movement, and transportation logistics with internal teams and external partners.
• Resolve guest concerns, service disruptions, and operational challenges through timely, fact-based decisions that balance guest, team member, and business needs.
• Ensure stations, Guest Centres, platforms, and workspaces meet hospitality standards.
• Manage relationships with hotels, transportation providers, tour operators, and suppliers, and drive service excellence.
• Monitor partner performance, identify improvement opportunities, and implement solutions to enhance the guest experience.
• Represent Canyon Spirit at public events and maintain expert knowledge of its products, services, and guest programs.
• Lead, coach, and develop a high-performing team, fostering engagement, collaboration, accountability, and a positive work environment.
• Recruit, onboard, train, mentor, and manage team performance; provide constructive feedback and development opportunities, and encourage cross-training and continuous learning.
• Align team goals with business priorities and ensure team members understand KPIs, operational results, and their contribution to organizational success.
• Maintain staffing plans, schedules, payroll, inventory, documentation, and operational records within approved budgets.
• Develop, communicate, and maintain Standard Operating Procedures (SOPs).
• Champion safety and ensure compliance with safety, security, environmental, and emergency response standards for guests, team members, contractors, and partners.
• Identify hazards, conduct audits, investigate incidents, and implement corrective actions to mitigate risk.
• Lead station responses during irregular operations, emergencies, and medical incidents, communicating clearly and remaining composed under pressure.
• Partner with internal stakeholders on emergency preparedness initiatives, training programs, and safety meetings.
• Build cross-department relationships and collaborate with Operations, Mechanical, People & Culture, Onboard, and other business partners on projects, planning, and process improvements.
• Identify opportunities to improve service, efficiency, technology adoption, and operational performance.
• Support business objectives through resource planning, performance management, and achievement of guest experience and operational KPIs.

Benefits

• Eligible for Armstrong Collective’s Bonus Program.
• Group benefits plan for team members who regularly work 30 hours per week, including health benefits.
• Railroad Retirement Act benefits, administered by the U.S. Railroad Retirement Board, including retirement, survivor, unemployment, sickness, and disability benefits.
• Business travel accident insurance and business travel emergency medical insurance.
• Vacation time, sick time, and company holiday pay.
• 401(k) plan with employee contributions only.
• Friends and family rail tickets and package discount.
• Seasonal wage increases.
• Growth opportunities.
• Fun and inclusive team environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager