Guest Experience Specialist - Glenwood Springs (Seasonal Part Time, March to Nov
The Armstrong Collective, Glenwood Springs, CO, United States
Guest Experience Specialist - Glenwood Springs (Seasonal Part Time, March to November)
Job Category : Destinations
Requisition Number : GUEST002907
Locations
Glenwood Springs, CO 81601, USA
Description
Armstrong Collective is the parent company of Rocky Mountaineer and Canyon Spirit, unforgettable rail experiences in Western Canada and the American Southwest. Since 1990, we have grown to become the largest privately-owned luxury rail company in the world, having welcomed over 2.4 million guests onboard. We are committed to living our values: Create Meaningful Moments, Be One Team, Achieve Extraordinary Outcomes. We foster a work environment of respect, integrity, and honesty; where diversity is valued, and talent is developed to support the growth of our team members and our company.
Purpose
The Guest Experience Specialist (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 GES is a problem-solving champion, empowered to make decisions on behalf of the company. This position is deemed Safety Alert since regular access to an active railway area is required. The GES is part of the Destinations Guest Operations (DGO) team, responsible for the health and safety of colleagues, guests, the public, property, and the environment.
Key Areas of Accountability
Guest Experience
Execute the daily operations of the station to provide world-class service to guests and to deliver on Canyon Spirit's brand promise enabling the creation of life changing experiences.
Respond knowledgeably to guest questions related to their journey by being well versed in Canyon Spirit products through continued learning and education.
Monitor and action communication channels (e.g., station email inbox, personal Canyon Spirit email, voice messages, MS Teams).
Prepare documentation, manifests, supplies, and check-in/scanning equipment for daily operations.
Maintain station supplies inventory (e.g., luggage tags, office supplies), communicate 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, perform check-in duties, answer questions, and provide direction to ensure smooth transfers to/from the train.
Document and communicate concerns from guests, the Onboard team, and internal/external partners. Resolve or escalate as required.
Deliver special guest requirements, including accessibility needs, as required.
Operate equipment for guests requiring mobility assistance (e.g., wheelchair, mobility lift).
Maintain station/siding aesthetics in line with the Canyon Spirit standard by cleaning the platform and public areas and restocking supplies.
Assist with station/siding traffic flow as required by guiding motorcoaches and luggage trucks by directing guests and the public.
Perform tagging, sorting, counting, scanning, loading, unloading, and delivery of guest luggage, as well as preparing luggage reports and assisting with misdirected luggage.
Ensure safe boarding and offboarding of vehicles; transportation to and from station/sidings; movement around stations/sidings; and provide relevant safety commentary.
Public speaking in front of large groups and/or on microphones, as required.
Escort guests by motorcoach/shuttle to/from partner hotels/sidings and provide commentary en route.
Provide local restaurant and activity recommendations, directions, and assistance to guests.
Safety and Security
Adhere to Canyon Spirit’s safety and security standards so that safety hazards and concerns are mitigated/reduced for Canyon Spirit guests, team members, and partners.
Conduct audits to ensure compliance with safety programs.
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.
Qualifications
Education/Certifications/Knowledge
• High School Diploma or GED equivalency required
Experience
• Experience in tourism, hospitality, and/or customer service desired
• Familiarity in world class guest experience, and/or luxury brand an asset
• We are willing to train if you are willing to learn
Skills and Attributes
Demonstrate 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 juggle several tasks 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 demanding environment
Ability to handle difficult scenarios and conversations in a calm, consistent, and professional manner
Highly organized with strong attention to detail
Energetic, motivated, hardworking, and committed to guest service
Proficient with MS Office applications (Word, Excel, Outlook, PowerPoint)
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
This role includes a great deal of luggage handling
Require work in a Safety Alert environment including railway tracks, moving trains, and other vehicles
Require outdoor work in a variety of weather conditions
Must be legally allowed to work in the United States for the full duration of the operating season (March - November)
Salary Range
The base salary offered for this role is $23.00 per hour.
All team members regularly working less than 30 hours per week will be eligible for these benefits:
Canyon Spirit 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.
Business travel accident insurance and business travel emergency medical insurance
Vacation time, sick time, and company holiday pay
401(k) plan (employee contributions only)
Two annual complimentary rail pass (beginning your 2nd season)
Friends and family rail tickets and packages discount
Seasonal wage increases
Growth opportunities
Fun and inclusive team environment
Note: The company is covered under the Railroad Retirement Act with benefits administered by the U.S. Railroad Retirement Board. We use E-Verify as part of our hiring practices to comply with having a lawful workforce. This job description is not exhaustive of all duties and may be amended, with responsibilities, title, reporting structure, and duties changed as needed to meet business requirements. This employer is an Equal Opportunity Employer. If you require accommodation during the application process or employment, please let us know. Opt-in for text messages when applying to receive interview updates.
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Job Category : Destinations
Requisition Number : GUEST002907
Locations
Glenwood Springs, CO 81601, USA
Description
Armstrong Collective is the parent company of Rocky Mountaineer and Canyon Spirit, unforgettable rail experiences in Western Canada and the American Southwest. Since 1990, we have grown to become the largest privately-owned luxury rail company in the world, having welcomed over 2.4 million guests onboard. We are committed to living our values: Create Meaningful Moments, Be One Team, Achieve Extraordinary Outcomes. We foster a work environment of respect, integrity, and honesty; where diversity is valued, and talent is developed to support the growth of our team members and our company.
Purpose
The Guest Experience Specialist (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 GES is a problem-solving champion, empowered to make decisions on behalf of the company. This position is deemed Safety Alert since regular access to an active railway area is required. The GES is part of the Destinations Guest Operations (DGO) team, responsible for the health and safety of colleagues, guests, the public, property, and the environment.
Key Areas of Accountability
Guest Experience
Execute the daily operations of the station to provide world-class service to guests and to deliver on Canyon Spirit's brand promise enabling the creation of life changing experiences.
Respond knowledgeably to guest questions related to their journey by being well versed in Canyon Spirit products through continued learning and education.
Monitor and action communication channels (e.g., station email inbox, personal Canyon Spirit email, voice messages, MS Teams).
Prepare documentation, manifests, supplies, and check-in/scanning equipment for daily operations.
Maintain station supplies inventory (e.g., luggage tags, office supplies), communicate 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, perform check-in duties, answer questions, and provide direction to ensure smooth transfers to/from the train.
Document and communicate concerns from guests, the Onboard team, and internal/external partners. Resolve or escalate as required.
Deliver special guest requirements, including accessibility needs, as required.
Operate equipment for guests requiring mobility assistance (e.g., wheelchair, mobility lift).
Maintain station/siding aesthetics in line with the Canyon Spirit standard by cleaning the platform and public areas and restocking supplies.
Assist with station/siding traffic flow as required by guiding motorcoaches and luggage trucks by directing guests and the public.
Perform tagging, sorting, counting, scanning, loading, unloading, and delivery of guest luggage, as well as preparing luggage reports and assisting with misdirected luggage.
Ensure safe boarding and offboarding of vehicles; transportation to and from station/sidings; movement around stations/sidings; and provide relevant safety commentary.
Public speaking in front of large groups and/or on microphones, as required.
Escort guests by motorcoach/shuttle to/from partner hotels/sidings and provide commentary en route.
Provide local restaurant and activity recommendations, directions, and assistance to guests.
Safety and Security
Adhere to Canyon Spirit’s safety and security standards so that safety hazards and concerns are mitigated/reduced for Canyon Spirit guests, team members, and partners.
Conduct audits to ensure compliance with safety programs.
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.
Qualifications
Education/Certifications/Knowledge
• High School Diploma or GED equivalency required
Experience
• Experience in tourism, hospitality, and/or customer service desired
• Familiarity in world class guest experience, and/or luxury brand an asset
• We are willing to train if you are willing to learn
Skills and Attributes
Demonstrate 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 juggle several tasks 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 demanding environment
Ability to handle difficult scenarios and conversations in a calm, consistent, and professional manner
Highly organized with strong attention to detail
Energetic, motivated, hardworking, and committed to guest service
Proficient with MS Office applications (Word, Excel, Outlook, PowerPoint)
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
This role includes a great deal of luggage handling
Require work in a Safety Alert environment including railway tracks, moving trains, and other vehicles
Require outdoor work in a variety of weather conditions
Must be legally allowed to work in the United States for the full duration of the operating season (March - November)
Salary Range
The base salary offered for this role is $23.00 per hour.
All team members regularly working less than 30 hours per week will be eligible for these benefits:
Canyon Spirit 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.
Business travel accident insurance and business travel emergency medical insurance
Vacation time, sick time, and company holiday pay
401(k) plan (employee contributions only)
Two annual complimentary rail pass (beginning your 2nd season)
Friends and family rail tickets and packages discount
Seasonal wage increases
Growth opportunities
Fun and inclusive team environment
Note: The company is covered under the Railroad Retirement Act with benefits administered by the U.S. Railroad Retirement Board. We use E-Verify as part of our hiring practices to comply with having a lawful workforce. This job description is not exhaustive of all duties and may be amended, with responsibilities, title, reporting structure, and duties changed as needed to meet business requirements. This employer is an Equal Opportunity Employer. If you require accommodation during the application process or employment, please let us know. Opt-in for text messages when applying to receive interview updates.
#J-18808-Ljbffr