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

Armstrong Collective • Glenwood Springs, CO

6h • Onsite

About The Position

The Lead Guest Experience Specialist supports safe, seamless, and memorable guest experiences across Canyon Spirit Stations and Guest Centers. Reporting to the Guest Experience Manager, this frontline leader supports daily operations, guides team members through operational challenges, strengthens service consistency, and helps resolve issues with care, professionalism, and accountability. The role also supports managers through coordination, communication, and administrative oversight.

This is a Safety Alert role that periodically requires access to active railway areas, where impaired performance could result in a significant incident affecting people, property, or the environment. The position is seasonal full-time for the operating season from March to November 2027, and the incumbent must be entitled to work in the USA for the full duration of the 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.
• 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, supporting consistent service delivery 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 and address them in line with Canyon Spirit service standards.
• Monitor and action 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 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 audits.
• Build positive working relationships, recognize team contributions, support team members through challenges, and contribute to a respectful, inclusive environment.
• Step in to support on-duty operations in a manager's absence, maintaining 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, 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 packages discount.
• Seasonal wage increases.
• Growth opportunities.

What This Job Offers

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