Lead Guest Experience Specialist - Salt Lake City (Seasonal Full Time, March to November 2027)

Armstrong Collective • Magna, UT

5h

About The Position

Armstrong Collective, parent company of Rocky Mountaineer and Canyon Spirit, is hiring a Lead Guest Experience Specialist to support safe, seamless, and memorable guest experiences at its Stations and Guest Centers. Reporting to the Guest Experience Manager, this role is a trusted frontline leader who guides team members through operational challenges, supports consistent service, resolves issues, and helps coordinate communications and administrative work. The role is designated Safety Alert and periodically requires access to active railway areas where impaired performance could create significant risks to people, property, or the environment.

The position supports daily operations, guest inquiries, team development, safety, transportation and luggage coordination, documentation, and communication with internal teams and external partners. The schedule regularly includes early mornings, evenings, weekends, and split shifts based on train arrivals and departures; overtime may be required due to irregular operations or delays. Work includes outdoor conditions and railway tracks, moving trains, and other vehicles. The role is seasonal full-time from March to November 2027, and employees must be entitled to work in the USA for the full operating season.

Requirements

• High school diploma or GED equivalency.
• Valid U.S. driver's license.
• Experience in tourism, hospitality, or customer service.
• 1–2 years of experience in a senior frontline or supervisory support role.
• Ability to lift and carry up to 50 lb (23 kg).
• Confident communication with individuals and groups, including public speaking.
• Strong organizational skills and attention to detail.
• Calm, solution-focused approach to complex or high-pressure situations.
• Collaborative mindset and ability to build trust and rapport.
• Proficiency with Microsoft Office tools, including Outlook, Word, Excel, and Teams.
• Ability to learn and adapt to new technologies, operational systems, and communication platforms.
• Strong administrative, organizational, and documentation skills.
• Must be entitled to work in the USA for the full operating season, March through November.

Nice To Haves

• Certificate in Tourism, Hospitality, Travel, or a related field.
• Experience using CRM systems; Salesforce is preferred.

Responsibilities

• Contribute to preparation, coordination, and execution of daily Station and Guest Center operations, supporting consistent service and operational readiness.
• Act as a first point of support for operational or guest-related issues, resolving concerns promptly and escalating when needed.
• Coordinate with internal teams and external partners to ensure accurate information flow, shared priorities, and a positive guest experience.
• Oversee guest inquiries and concerns through the CRM system and ensure issues are addressed respectfully and in accordance with Canyon Spirit service standards.
• Monitor and act on communications through email, phone, text messaging platforms, Microsoft Teams, and operational applications.
• Support safe and efficient train arrivals and departures, including motor coach transfers, luggage handling, guest mobility needs, and navigation through rail yards, stations, and parking areas.
• Maintain inventory of operational and guest service supplies and coordinate replenishment.
• Arrange taxis, rideshares, and other guest transportation.
• Prepare manifests, operational reports, documentation, and partner communications accurately and on time.
• Support team member onboarding and development by demonstrating service behaviors and providing practical coaching during work.
• Reinforce service and safety expectations through observation, feedback, and informal auditing.
• Foster positive working relationships, recognize contributions, support team members through challenges, and contribute to a respectful, inclusive team environment.
• Support on-duty operations in a manager's absence to maintain continuity, clear communication, and operational stability.
• Model and promote safety by following Canyon Spirit safety and security standards and encouraging others to do the same.
• Identify and report incidents or hazards and support investigations in a timely, accurate manner.
• Take ownership of decisions within the role's scope, considering guest experience, team safety, and operational impact.

Benefits

• Group benefits plan for team members regularly working 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 discounts.
• Seasonal wage increases.
• Growth opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED