Senior Manager, Guest Experience (Colorado)

Armstrong Collective • Denver, CO

2d • $90,000 - $105,000 • Onsite

About The Position

Armstrong Collective, parent company of Rocky Mountaineer and Canyon Spirit, creates unforgettable rail journeys. Guided by values of Create Meaningful Moments, Be One Team, and Achieve Extraordinary Outcomes, the company fosters pride, ownership, and a shared commitment to excellence in a respectful and inclusive environment. The Senior Manager, Guest Experience leads the Destinations operation in Colorado, overseeing station operations, partner execution, guest recovery, service standards, and team leadership. This role requires strong self-discipline, initiative, attention to detail, organization, and follow-through to ensure consistent guest experience in a complex, seasonal environment. The position is Safety Alert, requiring periodic access to active railway areas.

Requirements

• A visible, confident leadership presence with the ability to guide, influence, and hold others accountable.
• Strong leadership skills, including coaching, feedback, performance management, and capability building.
• Clear, consistent communication, particularly during change, pressure, or ambiguity.
• Strong judgment and decision-making informed by data, experience, and guest impact.
• Strong organizational skills with the ability to translate strategy into actionable plans executed through others.
• A collaborative mindset that builds trust and alignment across teams and partners.
• 5–8+ years of progressive leadership experience
• Proven experience leading teams of 20+ and developing people leaders
• Experience managing budgets, costs, and operational performance through others

Nice To Haves

• Experience in luxury, mobile, or remote environments preferred

Responsibilities

• Lead, coach, and develop Guest Experience Managers and frontline leaders by setting clear expectations, priorities, and decision rights.
• Build and sustain a high-performance culture grounded in accountability, trust, consistency, safety, and hospitality.
• Establish clear performance goals and regularly assess progress through structured 1:1s, coaching conversations, feedback, and formal performance reviews.
• Address performance issues promptly and constructively.
• Develop leadership capability and succession readiness.
• Ensure leaders understand company strategy, guest experience measures, operational priorities, financial expectations, and team contributions.
• Model the leadership presence expected of the Destinations team.
• Translate the Guest Experience vision into clear, executable operating practices across stations, hotels, transportation, tours, luggage handling, and guest support.
• Lead annual and seasonal planning, ensuring readiness through defined staffing plans, training priorities, partner alignment, and post-season review.
• Establish and maintain clear operating standards, tools, and procedures.
• Ensure consistent delivery of the Canyon Spirit brand experience across all assigned destinations and guest touchpoints.
• Make and own operational decisions that impact team members, guests, partners, and internal stakeholders.
• Work periodic shifts as an on-duty manager when required.
• Act as the primary leadership interface between Destinations and internal partners.
• Build and maintain strong working relationships with external partners, reinforcing service standards, performance expectations, and escalation processes.
• Lead pre-season partner alignment and training.
• Proactively identify risks related to staffing, infrastructure, community impact, or market conditions and work collaboratively to mitigate service disruption.
• Champion cross-functional collaboration that improves execution quality, guest recovery, and team effectiveness.
• Hold accountability for guest experience results within Destinations, including satisfaction, consistency, issue resolution, and partner performance.
• Foster a hospitality-first mindset where leaders view every destination touchpoint as a meaningful part of the guest journey.
• Empower leaders and teams to resolve guest issues at the first point of contact whenever possible.
• Use guest feedback, operational data, and team insight to identify trends, root causes, and improvement opportunities.
• Ensure leaders maintain composure, professionalism, and ownership during service disruptions, delays, and high-pressure guest situations.
• Lead and communicate operational changes in a way that creates clarity, buy-in, and consistent adoption across teams.
• Identify gaps in execution or capability and implement sustainable improvements that support long-term consistency.
• Balance urgency with discipline by involving the right stakeholders, documenting changes, and reinforcing expectations.
• Delegate improvement initiatives appropriately while maintaining accountability for outcomes and follow-through.
• Represent the Destinations perspective in cross-functional projects and initiatives supporting broader company priorities.
• Lead a strong safety culture by modeling safe behaviors and reinforcing compliance with safety, security, and emergency response standards.
• Ensure leaders understand and execute all safety and emergency procedures relevant to destination operations.
• Hold accountability for safety audits, incident reporting, investigations, and corrective actions.
• Lead coordinated responses during irregular operations or emergencies.
• Own financial accountability for assigned areas, including staffing efficiency, partner costs, and cost-per-guest performance.
• Guide leaders in accurate scheduling, labor planning, and resource allocation aligned to operational priorities.
• Regularly review operational and financial performance, identifying risks, variances, and corrective actions.
• Balance guest experience excellence with cost discipline.

Benefits

• Medical, Dental, Vision, Life Insurance
• Short term disability, long term disability, and Accidental Death & Dismemberment policy
• Travel emergency assistance
• Business travel accident insurance and business travel emergency medical insurance
• Vacation, Sick-time, Company holidays
• Armstrong Collective’s Bonus Program

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed