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

Armstrong Collective • Denver, CO

6h • Onsite

About The Position

Armstrong Collective is the parent company of Rocky Mountaineer and Canyon Spirit, which create rail journeys through Western Canada and the American Southwest. Guided by the values Create Meaningful Moments, Be One Team, and Achieve Extraordinary Outcomes, the company emphasizes excellence, collaboration, integrity, and an inclusive environment.

Reporting to the Guest Experience Manager, the Lead Guest Experience Specialist is a frontline leader supporting safe, seamless, and memorable guest experiences across Stations and Guest Centers. The role guides team members through operational challenges, promotes consistent service, resolves issues, and supports managers with coordination, communication, and administrative oversight. It is designated Safety Alert and periodically requires access to active railway areas.

The position is seasonal and part-time, running from March through November 2027 in Denver. The schedule regularly includes early mornings, evenings, weekends, and split shifts based on train schedules. Overtime may be required during irregular operations or delays. Work includes outdoor duties in varied weather and work around railway tracks, moving trains, and other vehicles. Team members regularly working fewer than 30 hours per week are eligible for the group benefits plan. Compensation is $25.00 USD per hour.

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 kilograms).
• 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.
• Ability to work in a Safety Alert environment, including railway tracks, moving trains, and other vehicles, and outdoors in varied weather conditions.
• Availability for schedules that regularly include early mornings, evenings, weekends, and split shifts; overtime may be required for irregular operations or delays.

Nice To Haves

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

Responsibilities

• Contribute to the preparation, coordination, and execution of daily Station and Guest Center operations.
• Provide first-line support for operational and guest-related issues, resolving concerns promptly and escalating when needed.
• Coordinate with internal teams and external partners to support accurate information flow, aligned priorities, and a positive guest experience.
• Manage guest inquiries and concerns through the CRM system in accordance 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 operational and guest service supply inventory and coordinate replenishment.
• Arrange guest transportation, including taxis and rideshares.
• 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, timely coaching.
• Reinforce service and safety expectations through observation, feedback, and informal auditing.
• Foster positive working relationships, recognize team contributions, support colleagues through challenges, and contribute to an inclusive team environment.
• Cover on-duty operations when a manager is absent to maintain continuity, communication, and stability.
• Lead the train stocking team in loading weekly deliveries, including food, liquor, and guest collateral.
• 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.
• 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: Part-time
• Career Level: Mid Level
• Education Level: High school or GED