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

Armstrong Collective • Moab, UT

6h • Onsite

About The Position

Armstrong Collective, the parent company of Rocky Mountaineer and Canyon Spirit, is hiring a Lead Guest Experience Specialist to support safe, seamless, and memorable experiences at its Stations and Guest Centers. Reporting to the Guest Experience Manager, this trusted frontline leader supports daily operations, guides team members through real-time challenges, promotes consistent service, and helps resolve issues professionally and accountably. 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. The role is seasonal and part-time, running from March through November 2027. It requires work in the USA for the full operating season.

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. Work takes place outdoors in varying weather conditions and in railway environments that include tracks, moving trains, and other vehicles. 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.
• 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.
• Entitlement 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 preparing, coordinating, and executing daily Station and Guest Center operations to support consistent service and operational readiness.
• Provide first-line support for operational or 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 through the CRM system, ensuring respectful and thorough responses aligned 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 navigation through rail yards, stations, and parking areas.
• Maintain inventory of operational and guest-service supplies 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 ongoing development by modeling service behaviors and providing timely, practical coaching.
• Reinforce service and safety expectations through observation, feedback, and informal auditing.
• Build positive working relationships, recognize contributions, support team members through challenges, and contribute to a respectful, inclusive team environment.
• Support on-duty operations in a manager's absence to maintain 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 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 less 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