REI Social Media & Guest Experience Coordinator

American Heritage Companies•Durango, CO

9d•$23 - $26•Onsite

About The Position

Rail Events Inc., the industry leader in rail-related special events management, is seeking a creative, guest-focused Social Media & Guest Experience Coordinator to support marketing, digital engagement, and guest communications for nationally recognized licensed rail experiences, including Harry Potter™: A Hogwarts Express Adventure, THE POLAR EXPRESS™ Train Ride, and other special event experiences across the U.S., Canada, the U.K., and Australia. As a member of our Marketing & Communications team, you’ll help create unforgettable experiences that bring families together and create lifelong memories. This role is ideal for someone who enjoys creating engaging social media content, connecting with guests, and supporting world-class entertainment experiences from behind the scenes. The Social Media & Guest Experience Coordinator supports guest engagement through social media management, guest communications, ticketing support, and marketing operations during the event season. This role helps ensure guests receive timely, accurate information while maintaining consistent brand standards across multiple licensed event locations. Working closely with the Marketing Manager and cross-functional team members, this position serves as an important connection between the Rail Events brands and our guests, helping deliver a positive experience before, during, and after each event.

Requirements

Experience supporting digital marketing initiatives for tourism, hospitality, entertainment, attractions, or event-based organizations.
Proficiency in Adobe Creative Cloud, including Photoshop, Illustrator, and InDesign.
Experience creating content using Canva.
Familiarity with email marketing platforms and WordPress or similar content management systems.
Knowledge of social media analytics and marketing reporting.
Ability to travel domestically as business needs require.
Evening, weekend, and holiday hours may be required based on event schedules and business needs.
Experience managing business or organizational social media accounts.
Experience in customer service, guest services, hospitality, tourism, entertainment, attractions, or event marketing.
Excellent written communication, grammar, proofreading, and interpersonal skills.
Strong organizational skills with exceptional attention to detail.
Ability to manage multiple priorities while meeting deadlines in a fast-paced environment.
Self-motivated with strong problem-solving and critical-thinking skills.
Ability to work collaboratively within a cross-functional team environment.
Bachelor’s degree in marketing, Communications, Public Relations, Business, or a related field, or equivalent work experience.
Must be at least 18 years of age.

Nice To Haves

Familiarity with the Harry Potter™ and THE POLAR EXPRESS™ franchises is a plus but not required.

Responsibilities

Create, schedule, publish, and manage engaging branded social media content across multiple companies and event channels.
Monitor social media platforms, respond to guest questions, and foster positive online engagement.
Support social media campaigns that increase brand awareness, ticket sales, and guest engagement.
Monitor social media trends and recommend opportunities to strengthen audience engagement.
Track campaign performance, social media analytics, and marketing metrics, providing reports and actionable insights.
Deliver exceptional guest service through timely, professional responses across social media, email, and other communication channels.
Assist guests with ticketing questions, VIP experiences, retail inquiries, donation requests, accessibility questions, and general event information.
Coordinate guest communications regarding weather impacts, operational updates, schedule changes, public health requirements, and other important event notifications.
Partner with the Business Manager and ticketing provider to ensure timely, accurate, and guest-friendly communications.
Perform basic ticketing platform functions, including: Date and time exchanges, Refund processing, Passenger information updates, Other guest service transactions as needed.
Assist with email marketing communications and website updates.
Support seasonal marketing campaigns and promotional initiatives.
Maintain consistent brand standards across guest-facing communications and digital channels.
Track and report marketing and social media performance metrics.
Collaborate with the Marketing Manager and cross-functional team members to support seasonal marketing initiatives.
Contribute ideas that enhance guest engagement and strengthen brand awareness.
Assist with additional marketing, communications, and administrative projects as assigned.