Guest Services Manager - Denver (Seasonal Full Time, January to November)

Armstrong Collective is the parent company of Rocky Mountaineer and Canyon Spirit, creating unforgettable rail journeys through some of the most breathtaking landscapes in Western Canada and the American Southwest. Guided by our values, Create Meaningful Moments, Be One Team, and Achieve Extraordinary Outcomes, we show up every day with pride, ownership, and a shared commitment to excellence. We work hard, support one another, embrace new possibilities, and celebrate growth, all in a respectful and inclusive environment where integrity, collaboration, and passion for the guest experience lead the way. 

Role Overview

Reporting to the Train Manager, the Guest Services Manager (GSM) is a key member of the Onboard Leadership Team responsible for leading service excellence, team performance, and operational execution during Canyon Spirit's rail journeys between Colorado and Utah. The GSM translates organizational vision, values, and service standards into daily action, empowering teams to create exceptional guest experiences while maintaining a safe, respectful, and high-performing work environment.

The GSM provides leadership through coaching, accountability, collaboration, and sound decision-making. Operating in a dynamic and fast-paced environment, this role balances guest experience, people leadership, safety, logistics, and business performance while driving continuous improvement and supporting organizational change.

This role is deemed Safety Alert. This position requires the incumbent to periodically access an active railway area where impaired performance could result a significant incident affecting the health and safety of team members, guests, team members, the public, property or the environment.

Key Responsibilities

Guest Experience & Service Excellence

• Lead the delivery of Canyon Spirit's onboard service standards and brand promise, ensuring guests receive consistent, high-quality experiences.

• Anticipate guest needs, resolve concerns effectively, and identify solutions that create positive outcomes for guests and stakeholders.

• Ensure clear, timely, and engaging guest communications throughout the journey.

• Oversee meal, beverage, merchandise, and storytelling delivery standards to ensure exceptional execution and consistency.

• Maintain deep knowledge of Canyon Spirit products, services, destinations, and guest offerings to provide accurate information and recommendations.

• Collaborate with destination teams to coordinate guest requirements and support seamless transitions throughout the travel experience.

People Leadership & Talent Development

• Lead, coach, mentor, and develop onboard team members through ongoing feedback, performance reviews, audits, recognition programs, and trip debriefs.

• Foster an inclusive, engaged, and collaborative team culture where employees feel valued, supported, and accountable.

• Partner with Train Managers to support recruitment, onboarding, training, succession readiness, and performance management activities.

• Conduct daily crew briefings, facilitate communication, and ensure team members have the information and resources needed to succeed.

• Recognize individual and team contributions while creating meaningful development opportunities and encouraging knowledge sharing.

Operational Excellence & Business Performance

• Direct onboard service operations, balancing guest experience, operational requirements, and business objectives.

• Make timely, fact-based decisions in high-pressure situations, assessing risks and implementing effective solutions when information may be limited.

• Manage administrative responsibilities, including crew assignments, audits, inventory control, ordering, guest documentation, and reporting within budget expectations.

• Monitor team performance, execute action plans, and hold team members accountable to operational, service, and performance goals.

• Identify opportunities to improve efficiency, enhance processes, and implement innovative solutions that strengthen the guest and employee experience.

Collaboration, Communication & Continuous Improvement

• Build strong working relationships with onboard teams, operational partners, destination teams, and corporate stakeholders.

• Act as a trusted communication link between the corporate office and front-line teams by sharing timely updates, policies, schedules, and organizational initiatives.

• Support company projects, operating plans, and change initiatives while helping team members adapt to evolving priorities and business needs.

• Encourage creative thinking, constructive feedback, and continuous improvement across onboard operations.

Safety & Emergency Response

• Champion a culture of safety and accountability by ensuring compliance with all safety, security, first aid, food safety, alcohol service, and emergency response standards.

• Identify hazards, report concerns, investigate incidents, and complete required documentation accurately and promptly.

• Respond calmly and professionally to onboard emergencies and support workplace incident investigations.

• Ensure onboard teams consistently adhere to operational procedures, safety requirements, and regulatory standards.

What You Bring 

• Proven ability to lead teams through influence, accountability, coaching, and collaboration. 

• Strong problem-solving, conflict resolution, and decision-making skills in fast-paced environments. 

• Excellent interpersonal, written, verbal, and public-speaking communication skills. 

• Ability to build trusted relationships across diverse stakeholder groups. 

• Resilience, adaptability, and a continuous improvement mindset. 

• Strong organizational, planning, administrative, and technology skills, including Microsoft Office and company communication platforms. 

• Professional leadership presence with a commitment to service excellence, safety, and team engagement.

Experience & Qualifications 

• Undergraduate degree or equivalent combination of education, technical certification, and experience; hospitality or tourism management preferred.

• 3 to 5+ years of people leadership experience leading teams of approximately 20 or more employees.

• 5+ years of hospitality, tourism, transportation, or guest-facing service experience.

• Experience in rail operations, transportation, regulated environments, or safety-sensitive operations is an asset.

• Valid food handling, alcohol service, and first aid certifications are required.

• A valid, current U.S. Driver’s license required.

Work Environment 

• Must be at least 21 years of age.

• Exceptional physical endurance and emotional resiliency with the ability to work long

days. Frequent stooping, lifting, kneeling, bending, crouching, and climbing.

• Must be able to lift and carry up to 50 pounds 

• Able to travel away from home base for 12-15 days in a three-week period. Please note, back-to-back trips may be required depending on operational demands.

• Able to work weekends and holidays.

• Must be legally allowed to work in the United States 

Compensation 

• The base salary offered for this role is $62,000 - $72,000 per annum and can vary based on job-related expertise, qualifications, experience and internal equity.

• Eligible for Armstrong Collective’s Bonus Program 

 Perks & Benefits 

All team members who regularly working 30 hours per week will be eligible for our group benefits plan, which includes:

• Health 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)

• Friends and family rail tickets and packages discount 

• Seasonal wage increases

• Growth opportunities

We are 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 accommodation 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.

#CanyonSpirit

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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.

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