Lead Guest Experience Specialist - Glenwood Springs (Seasonal Part Time, March to November 2027)

Armstrong Collective • Glenwood Springs, CO

6h • Onsite

About The Position

Armstrong Collective, parent company of Rocky Mountaineer and Canyon Spirit, is hiring a Lead Guest Experience Specialist for its Glenwood Springs operation for the March to November 2027 season. Reporting to the Guest Experience Manager, this frontline leadership role supports safe, seamless, and memorable guest experiences across Stations and Guest Centers. The specialist guides team members through operational challenges, promotes consistent service, resolves issues with professionalism, and supports managers with coordination, communication, and administrative oversight.

The position 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. Work also takes place outdoors in varied weather and around railway tracks, moving trains, and other vehicles. 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 role requires authorization to work in the USA throughout the operating season.

Requirements

• High school diploma or GED equivalency.
• Valid U.S. driver's license.
• Experience in tourism, hospitality, or customer service.
• One to two years of experience in a senior frontline or supervisory support role.
• Ability to lift and carry up to 50 pounds (23 kg).
• Confident communication with individuals and groups, including public speaking.
• Strong organizational skills and attention to detail.
• A calm, solution-focused approach to complex or high-pressure situations.
• Collaborative approach 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.
• Entitlement 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 preparing, coordinating, and executing daily Station and Guest Center operations.
• Provide initial support for operational and guest-related issues, resolving concerns promptly and escalating when needed.
• Coordinate with internal teams and external partners to maintain accurate information flow, shared priorities, and a positive guest experience.
• Oversee guest inquiries and concerns in the CRM system and ensure they are addressed in line 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 movement through rail yards, stations, and parking areas.
• Maintain operational and guest service supply inventory 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 best practices and providing timely, practical 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.
• Cover on-duty operations in a manager's absence to support continuity, clear communication, and operational stability.
• Model and promote Canyon Spirit safety and security standards.
• 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 fewer than 30 hours per week.
• 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.
• Railroad Retirement Act benefits, including retirement, survivor, unemployment, sickness, and disability benefits.

What This Job Offers

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