Guest Services Manager - Denver (Seasonal Full Time, January to November)

Rocky Mountaineer • Denver, CO

11h • $62,000 - $72,000

About The Position

The Guest Services Manager (GSM) is a key member of the Onboard Leadership Team, reporting to the Train Manager and leading service excellence, team performance, and operational execution during Canyon Spirit rail journeys between Colorado and Utah. The role translates organizational vision, values, and service standards into daily practice and empowers teams to deliver exceptional guest experiences in a safe, respectful, and high-performing work environment.

The GSM leads through coaching, accountability, collaboration, and sound decision-making. In a dynamic, fast-paced setting, the role balances guest experience, people leadership, safety, logistics, and business performance while supporting continuous improvement and organizational change. This is a Safety Alert position that periodically requires access to an active railway area, where impaired performance could cause a significant incident affecting people, property, or the environment.

This seasonal full-time position runs from January to November. The GSM must be able to travel away from their home base for 12–15 days in a three-week period, with back-to-back trips possible depending on operational needs. The role includes long days, weekend and holiday work, and physical activities such as stooping, lifting, kneeling, bending, crouching, and climbing, including lifting and carrying up to 50 pounds. Applicants must be at least 21 years old and legally authorized to work in the United States.

The offered base salary is $62,000–$72,000 per year, depending on 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

• Proven ability to lead teams through influence, accountability, coaching, and collaboration.
• Strong problem-solving, conflict-resolution, and decision-making skills in fast-paced environments.
• Excellent interpersonal, written, verbal, and public-speaking communication skills.
• Ability to build trusted relationships across diverse stakeholder groups.
• Resilience, adaptability, and a continuous-improvement mindset.
• Strong organizational, planning, administrative, and technology skills, including Microsoft Office and company communication platforms.
• Professional leadership presence and commitment to service excellence, safety, and team engagement.
• Undergraduate degree or equivalent combination of education, technical certification, and experience.
• Three to five or more years of people-leadership experience leading teams of approximately 20 or more employees.
• Five or more years of hospitality, tourism, transportation, or guest-facing service experience.
• Valid food-handling, alcohol-service, and first-aid certifications.
• Valid, current U.S. driver's license.
• Must be at least 21 years of age.
• Must be legally allowed to work in the United States.
• Ability to work long days and travel away from home base for 12–15 days in a three-week period; back-to-back trips may be required.
• Ability to work weekends and holidays.
• Ability to perform frequent stooping, lifting, kneeling, bending, crouching, and climbing, and lift and carry up to 50 pounds.
• Exceptional physical endurance and emotional resiliency.

Nice To Haves

• Hospitality or tourism management education is preferred.
• Experience in rail operations, transportation, regulated environments, or safety-sensitive operations is an asset.

Responsibilities

• Lead delivery of Canyon Spirit onboard service standards and brand promise, ensuring consistent, high-quality guest experiences.
• Anticipate guest needs, resolve concerns, and identify effective solutions for guests and stakeholders.
• Ensure guest communications are clear, timely, and engaging throughout the journey.
• Oversee meal, beverage, merchandise, and storytelling delivery standards.
• Maintain knowledge of Canyon Spirit products, services, destinations, and guest offerings to provide accurate information and recommendations.
• Collaborate with destination teams to coordinate guest requirements and seamless travel transitions.
• Lead, coach, mentor, and develop onboard team members through feedback, performance reviews, audits, recognition, and trip debriefs.
• Foster an inclusive, engaged, collaborative, and accountable team culture.
• Partner with Train Managers on recruitment, onboarding, training, succession readiness, and performance management.
• Conduct daily crew briefings and ensure team members have the information and resources needed to succeed.
• Recognize team and individual contributions and encourage development and knowledge sharing.
• Direct onboard service operations while balancing guest experience, operational requirements, and business objectives.
• Make timely, fact-based decisions in high-pressure situations, assess risks, and implement solutions when information may be limited.
• Manage crew assignments, audits, inventory, ordering, guest documentation, reporting, and other administrative responsibilities within budget expectations.
• Monitor team performance, execute action plans, and hold team members accountable to operational, service, and performance goals.
• Identify opportunities to improve efficiency, processes, and guest and employee experiences.
• Build working relationships with onboard teams, operational partners, destination teams, and corporate stakeholders.
• Share timely updates, policies, schedules, and organizational initiatives between corporate office and front-line teams.
• Support company projects, operating plans, and change initiatives, helping team members adapt to changing priorities and business needs.
• Encourage creative thinking, constructive feedback, and continuous improvement across onboard operations.
• Promote safety and accountability and ensure compliance with safety, security, first aid, food safety, alcohol service, and emergency response standards.
• Identify hazards, report concerns, investigate incidents, and complete required documentation accurately and promptly.
• Respond professionally to onboard emergencies and support workplace incident investigations.
• Ensure onboard teams follow operational procedures, safety requirements, and regulatory standards.

Benefits

• Health benefits for team members who regularly work 30 hours per week.
• Railroad Retirement Act benefits, 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.
• Eligible for Armstrong Collective’s Bonus Program.

What This Job Offers

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