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

Armstrong Collective • Magna, UT

6h • Onsite

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 Stations and Guest Centers. Reporting to the Guest Experience Manager, this frontline leadership role supports daily operations, guides team members through operational challenges, promotes consistent service, and helps resolve guest issues with care and accountability. The role also supports managers through coordination, communication, and administrative oversight.

The position is designated Safety Alert and periodically requires access to active railway areas where impaired performance could cause a significant incident affecting people, property, or the environment. Work is seasonal, from March through November 2027, in Salt Lake City. Schedules regularly include early mornings, evenings, weekends, and split shifts based on train schedules; overtime may be required due to irregular operations or delays. The work includes railway tracks, moving trains and vehicles, and outdoor conditions in varied weather. Team members must be entitled to work in the USA for the full operating season.

Compensation is $25.00 USD per hour. Team members regularly working fewer than 30 hours per week are eligible for the group benefits plan. Listed benefits and offerings include Railroad Retirement Act benefits, business travel accident and emergency medical insurance, vacation and sick time, company holiday pay, a 401(k) plan with employee contributions only, friends and family rail ticket and package discounts, seasonal wage increases, and growth opportunities.

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.
• 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.
• A 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.
• Ability to lift and carry up to 50 lb (23 kg).
• 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 the preparation, coordination, and execution of daily Station and Guest Center operations, supporting consistent service delivery and operational readiness.
• Provide first-line support when operational or guest-related issues arise, resolve concerns promptly using sound judgment, and escalate when required.
• Coordinate with internal teams and external partners to ensure accurate information flow, aligned priorities, and a positive guest experience.
• Oversee guest inquiries and concerns through the CRM system, ensuring they are handled thoroughly, respectfully, and in accordance 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 operational and guest service supply inventory and coordinate replenishment.
• Arrange taxis, rideshares, and other transportation services for guests.
• Prepare manifests, operational reports, documentation, and partner communications accurately and on time.
• Support onboarding and ongoing team member development by demonstrating service best practices and providing timely, practical coaching.
• Reinforce service and safety expectations through observation, feedback, and informal audits.
• Build positive working relationships by recognizing contributions, supporting team members, and contributing to a respectful and inclusive team environment.
• Cover on-duty operations in a manager's absence to maintain 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 and accurate manner.
• Take ownership of decisions within the role's scope, considering guest experience, team safety, and operational impact.

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