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

Armstrong Collective•Glenwood Springs, CO

6d•$63,000 - $73,000

About The Position

Armstrong Collective, parent company of Rocky Mountaineer and Canyon Spirit, is hiring a Guest Experience Manager to lead station operations and deliver exceptional guest experiences while consistently representing the Canyon Spirit brand. Reporting to the Senior Manager, Guest Experience, this role translates business strategy into daily operational excellence by leading frontline teams, managing partner relationships, and coordinating guest, luggage, and transportation logistics. The manager builds an engaged, accountable, and safety-focused team culture and drives continuous improvement in guest service, station operations, and partner performance. The role combines strategic planning with real-time decision-making to meet operational goals, guest satisfaction targets, safety standards, and business objectives. It is designated Safety Alert and involves periodic access to active railway areas where impaired performance could cause a significant incident. This is a seasonal full-time role, January to November. The operating season is April to November, and the employee must be entitled to work in the USA for the full duration of that season. The schedule regularly includes early mornings, evenings, weekends, and split shifts aligned with train schedules; overtime may be required for delays or irregular operations. The work includes railway tracks, moving trains, other vehicles, and outdoor work in varied weather conditions. The base salary is $63,000–$73,000 per annum, pro-rated for the season worked, and may vary with job-related expertise, qualifications, experience, and internal equity. The role is eligible for Armstrong Collective’s Bonus Program. Team members regularly working 30 hours per week are eligible for the group benefits plan.

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.
Strong relationship-building, influencing, and communication skills with diverse stakeholders.
Proactive, solutions-oriented approach and ability to navigate ambiguity, drive change, and constructively challenge the status quo.
Strong business acumen, organizational skills, prioritization, and 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 through November.

Nice To Haves

Experience supporting luxury hospitality or premium guest experiences.

Responsibilities

Lead daily station operations to deliver 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.
Ensure stations, Guest Centres, platforms, and workspaces meet hospitality standards.
Manage relationships with hotels, transportation providers, tour operators, and suppliers, and monitor partner performance.
Represent Canyon Spirit at public events and maintain expert knowledge of its products, services, and guest programs.
Lead, coach, develop, recruit, onboard, train, mentor, and manage the performance of the team.
Foster a positive, collaborative, accountable environment where team members feel valued and empowered.
Provide feedback and development opportunities, encourage cross-training, and align team goals with business priorities and performance indicators.
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.
Identify hazards, conduct audits, investigate incidents, and implement corrective actions.
Lead station responses during irregular operations, emergencies, and medical incidents.
Support emergency preparedness initiatives, training programs, and safety meetings with internal stakeholders.
Collaborate across departments, including Operations, Mechanical, People & Culture, and Onboard, 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 regularly working 30 hours per week, including health benefits.
Railroad Retirement Act programs 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 discounts.
Seasonal wage increases.
Growth opportunities.
Fun and inclusive team environment.