Lead Guest Experience Specialist - Glenwood Springs (Seasonal Part Time - March to November 2025)

Purpose

Rocky Mountaineer (RM) is the world’s largest privately-owned luxury passenger rail service. We are committed to living our values: Create Meaningful Moments, Be One Team, Achieve Extraordinary Outcomes. We endeavor to foster a work environment of respect, integrity, and honesty; where diversity is valued, and talent is developed to the benefit of the individual and the company.   

The Lead Guest Experience Specialist (Lead GES) reports to the Guest Experience Manager.

This position is responsible for providing excellence in guest satisfaction through direct service to guests at the assigned destination. The Lead GES is a problem-solving champion, empowered to make decisions on behalf of the company. Additionally, the Lead GES supports the Guest Experience Management Team in executing Ground Operations and will provide leadership and operational coverage in the absence of station management as required. As such, the Lead GES will learn and be involved in all aspects of station operations including training and coaching.

This position is deemed Safety Alert since regular access to an active railway area is required. The Lead GES is part of the Destinations Ground Operations (DGO) team responsible for the health and safety of colleagues, guests, the public, property, and the environment.   

Key Areas of Accountability 

Guest Experience

• Work as part of Guest Experience Management to prepare, organize, oversee, and execute the daily operations to provide world-class service to guests and to deliver on RM’s brand promise enabling the creation of life-changing experiences.

• Be well versed in RM products and respond knowledgeably to guest questions related to their journey through continued learning and education.

• Monitor and action communication channels (e.g. station email inbox, personal RM email, Grasshopper texts and calls, MS Teams, Connecteam).

• Prepare documentation and reports concerning daily operations. 

• Maintain station supplies inventory (e.g. luggage tags, office supplies), communicating with the designated team members or partners to order and replenish as required.

• Respond to questions and/or prepare manifests for hotel and tour partners, tour groups, and sightseeing tours.

• Greet guests and accurately perform guest check-in duties.

• Accurately document and communicate concerns from guests, Onboard team, internal and external partners, and resolve or escalate as required using RM’s reporting tools. 

• Plan for special guest requirements, including accessibility needs; ensuring the team is appropriately directed and trained to provide specialized services required.

• Order transportation (e.g. taxis, rideshares) as required. 

• Operate equipment for guests requiring mobility assistance (e.g., mobility lift).

• Maintain station/siding and guest center aesthetics in line with the RM standard by cleaning the platform and public areas and restocking supplies. 

• Assist with station/siding traffic flow as required by guiding motor coaches, luggage trucks and directing guests and the public.

• Perform safe tagging, sorting, counting, scanning, loading, unloading, and delivery of guest luggage, as well as preparing luggage reports and managing misdirected luggage.

• Ensure safe boarding and offboarding vehicles, transportation to and from station/sidings, use of mobility equipment, movement around stations/sidings, and provide relevant safety commentary.

• Escort guests by motorcoach/shuttle to and from partner hotels/sidings and provide commentary en route. 

• Assist or step in as an On-Duty Manager whenever required to run daily operations in the absence of a Guest Experience Manager.

• Provide local restaurant and activity recommendations, directions, and assistance to guests.

Leadership and Engagement

• Foster a safe and respectful workplace for team members that promotes a positive and engaging environment enabling team members to live and breathe RM’s vision and values.

• Ensure team members comply with company policies, procedures, and guest experience standards.

• Provide supervision, training, and oversight of team to ensure operating and guest excellence standards are met.

• Assist Guest Experience Management with team recognition programs.

• Effectively communicate with team members through various channels including verbal, phone, text, email, and proper use of radio communication. 

• Provide supervision and direction to the team, assign duties, communicate the operational requirements, and monitor the performance of all assigned duties to ensure effective utilization of team.

• Work with Guest Experience Management to enhance standard operating procedures by participating in meetings and recommending improvements to RM’s guest experience program. 

• Audit team members, partners, and operations to provide feedback and improve performance and guest experience where required.

• Build strong relationships with front-line team members, and internal/external partners.

• Help build a strong Destinations Team through effective motivation, recognition, and coaching of team members to achieve goals.

• Support Guest Experience Management in the development and execution of recruitment, orientation, and training of team members. 

• Support the achievement of KPIs, Guest Experience Rating, and Net Promoter Score targets.

• Public speaking in front of large groups and/or on microphones, as required.

• Effectively represent the RM brand, by adhering to and ensuring the standards established in the Uniform and Appearance Policy.

Safety and Security

• Adhere to RM’s safety and security standards so that safety hazards and concerns are mitigated/reduced for RM guests, team members, and partners. 

• Be proactive in building awareness and enhancing a culture of workplace safety.

• Assist station management in the execution of Destinations safety and emergency response procedures during irregular or emergency operations which could require travel to other locations.

• Report all injuries and near misses to the On-Duty Manager and support the investigation of all workplace accidents as well as the completion of the necessary paperwork in a timely and accurate manner.

• Attend health and safety meetings during the regular season as required.

• Conduct audits to ensure compliance with safety programs.

Qualifications

Education/Certifications/Knowledge

• High School Diploma or GED equivalency required.

• Certificate in Tourism, Hospitality, Travel, or related field desired.

• Valid U.S. Driver’s License required.

Experience 

• Experience in tourism, hospitality, and/or customer service.

• 1-2 years of supervisory experience desired.

• Familiarity in world class guest experience, and/or luxury brand an asset.    

• Experience with public speaking or engaging with an audience an asset.

Skills

• Demonstrates a polished leadership presence.

• Professional communication skills, both verbal and written. 

• Confidence and competency with public speaking in front of large groups and/or on microphones.  

• Strong time management and administrative skills. 

• Ability to multitask and take initiative.

• Ability to work independently and as part of a team.

• Demonstrate a professional, accountable, and responsible work ethic. 

• Ability to work in a high volume and high demand environment. 

• Ability to handle difficult scenarios and conversations calmly, consistently, and professionally. 

• Highly organized with strong attention to detail.

• Energetic, motivated, hardworking, and committed to guest service.

• Proficient with MS Office applications (Word, Excel, Outlook, PowerPoint); experience with Teams an asset.

• Ability to adapt to new technology and learn platforms.

• Ability to safely lift 40 pounds and to repeatedly carry and safely load luggage into a transport truck.

Work Environment/Physical Requirement 

• Schedule regularly includes early mornings, evenings, weekends, and split shifts as per train arrival/departure schedules. Overtime may be required for irregular operations or delays.

• Requires work in a Safety Alert environment including railway tracks, moving trains, and other vehicles. 

• Requires outdoor work in a variety of weather conditions.

• Must be entitled to work in the USA for the full duration of the operating season (April-November).

Salary

$24.50 USD / Hour

Eligible Benefits

All team members regularly working less than 30 hours per week will be eligible for these benefits: 

• Rocky Mountaineer is covered under the Railroad Retirement Act. The U.S. Railroad Retirement Board (RRB) administers the benefits programs covered under the Railroad Retirement Act, including retirement, survivor, unemployment, sickness, and disability benefits. For more information regarding the benefits of the RRB, visit the Railroad Retirement Board website at rrb.gov.
• Vacation time, sick time, and company holiday pay 
•  401(k) plan (employee contributions only) 
• Two annual complimentary rail pass (beginning your 2^nd season)
• Friends and family rail tickets and packages discount
• Seasonal wage increases 
• Business travel accident insurance and business travel emergency medical insurance 
• Growth opportunities 
• Fun and inclusive team environment 

We use E-Verify as part of our hiring practices to comply with having a lawful workforce.

Rocky Mountaineer is an equal opportunity employer, driven by our values of creating meaningful moments, being one team, and achieving extraordinary outcomes. Our strong company culture supports our vision of a diverse, open, safe, and respectful workplace. We celebrate diversity and are committed to creating an inclusive environment for all team members. If you require any accommodations during the application process or throughout your employment, please let us know. We will work with you to ensure your needs are met and to create a supportive environment.

Please ensure to opt-in for text messages when you apply in order to receive interview updates.

This job description is not exhaustive of all duties and will encompass additional duties assigned. Responsibilities, title, reporting structure and duties may be changed in response to business requirements. 

Salary : $25