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

Armstrong Collective • Moab, UT

5h

About The Position

Armstrong Collective, parent company of Rocky Mountaineer and Canyon Spirit, is hiring a Lead Guest Experience Specialist for its Moab operations. Reporting to the Guest Experience Manager, this frontline leadership role supports safe, seamless, and memorable guest experiences at Stations and Guest Centers. The Lead helps guide team members through real-time challenges, promote consistent service, resolve issues with care and accountability, and support the manager through coordination, communication, and administrative oversight.

This is a Safety Alert position that 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 full-time, operating from March through November 2027. 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 also takes place outdoors in varied weather and around railway tracks, moving trains, and other vehicles. Candidates must be entitled 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.
• 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, attention to detail, and administrative and documentation skills.
• A 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.
• 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 carrying out daily Station and Guest Center operations, supporting consistent service delivery and operational readiness.
• Serve as a first point of support for operational or guest-related issues, resolving concerns promptly with sound judgment and escalating when needed.
• 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 thorough and respectful responses 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 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 ongoing development by modeling service behaviors and providing practical, timely 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 and 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 role scope, considering guest experience, team safety, and operational impact.

Benefits

• Group benefits plan for team members regularly working 30 hours per week.
• 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.
• Discounts on friends and family rail tickets and packages.
• Seasonal wage increases.
• Growth opportunities.

What This Job Offers

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