Lead Guest Experience Specialist - Denver (Seasonal Full Time, March to November 2027)

Armstrong Collective • Denver, CO

6h • Onsite

About The Position

Armstrong Collective, parent company of Rocky Mountaineer and Canyon Spirit, is hiring a Lead Guest Experience Specialist to help deliver safe, seamless, and memorable experiences across its Stations and Guest Centers. Reporting to the Guest Experience Manager, the role provides frontline leadership and support for daily operations, guides team members through operational challenges, reinforces consistent service, and helps resolve issues with care and accountability. The position also supports managers with coordination, communication, and administrative oversight.

This is a Safety Alert position that periodically requires access to active railway areas. Work takes place around railway tracks, moving trains, and other vehicles, as well as outdoors in varied weather conditions. The schedule regularly includes early mornings, evenings, weekends, and split shifts based on train schedules; overtime may be required due to irregular operations or delays. The seasonal operating period is March through November 2027, and the employee must be entitled to work in the USA for the full season.

The position pays $25.00 USD per hour. Team members regularly working at least 30 hours per week are eligible for the group benefits plan and other listed benefits.

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 duration of the 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.
• Provide first-line support when operational or guest-related issues arise, resolving concerns promptly and escalating when required.
• 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, addressing them thoroughly, respectfully, and in line with Canyon Spirit service standards.
• Monitor and act on communication channels including 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 services.
• Prepare manifests, operational reports, documentation, and partner communications accurately and on time.
• Support onboarding and ongoing development of team members by demonstrating service behaviors and providing practical, timely coaching.
• Reinforce service and safety expectations through observation, feedback, and informal auditing.
• Build positive working relationships, recognize team contributions, support team members through challenges, and contribute to a respectful and inclusive team environment.
• Support on-duty operations in a manager's absence, maintaining continuity, clear communication, and operational stability.
• Lead the train stocking team in loading weekly deliveries, including food orders, liquor orders, and guest collateral.
• 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 and 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, 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: Senior
• Education Level: High school or GED