About this role
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 Guest Experience Manager, the Guest Experience Concierge (GECO), creates a welcoming, seamless, and memorable experience for guests across Canyon Spirit Guest Centers, Stations, and destination locations. You are empowered to take ownership of guest interactions, resolve concerns effectively, and collaborate with internal teams and partners to deliver on our brand promise and service standards throughout the guest journey.
This role is deemed Safety Alert. This position requires the incumbent to periodically access an active railway area where impaired performance could result in significant incident affecting the health and safety of team members, guests, the public, property or the environment.
Key Responsibilities
Guest Experience & Service Delivery
- Deliver end to end guest support across check in, travel coordination, sightseeing tours, and general inquiries, ensuring guests feel informed, supported, and cared for throughout their journey.
- Take ownership of guest issues by listening carefully, assessing needs, documenting accurately in CRM systems, and following through to timely resolution.
- Support guests with special or mobility requirements by tailoring assistance to ensure comfort, dignity, and a positive travel experience.
- Act as a knowledgeable and confident point of contact, helping guests navigate changes or unexpected situations with clarity and empathy.
- Anticipate ways to exceed guest expectations and create meaningful moments by reviewing special remarks, hot notes and Personal Guest Information.
- Stay up to date on local events, restaurant events, trends and offerings. Becoming an expert on local opportunities for our guests to enjoy Off-Train.
- Book guests' activities, tours and restaurants to enhance overall guest satisfaction.
Collaboration & Communication
- Work collaboratively with internal teams and external partners to ensure guest needs are met consistently, and service standards are upheld.
- Adapt communication style to different audiences and situations, sharing relevant information openly to support smooth coordination and issue resolution.
- Build rapport and trust with guests, colleagues, and partners by following through on commitments and demonstrating professionalism in every interaction.
- Collaborate with other stations to ensure seamless group communications, with smooth and thoughtful service delivery.
Ownership, Judgment & Safety
- Make sound, guest focused decisions within established procedures, understanding when to escalate issues appropriately.
- Contribute to safe and efficient arrival and departure operations, including guest escorts, luggage handling, and occasionally driving Canyon Spirit fleet vehicles.
- Adhere to all safety and security standards, actively promoting a culture of safety and supporting emergency response procedures as required.
- Promptly report incidents, hazards, or near misses and support investigations by providing accurate and timely information.
Learning, Growth & Engagement
- Take responsibility for your own learning by developing job knowledge, refining service skills, and seeking feedback to improve performance.
- Approach new processes, systems, and guest situations with curiosity and a positive attitude toward learning.
- Contribute to a respectful and supportive work environment by participating in team communication, sharing knowledge, and supporting onboarding or training activities when appropriate.
- Take pride in representing the Canyon Spirit brand, consistently demonstrating our values in how you show up for guests and colleagues.
What You Bring
- Clear and confident verbal communication, including public speaking to groups.
- Strong written communication and attention to detail.
- Organized, solution oriented, and adaptable in dynamic environments.
- Comfortable using Microsoft Office applications (Outlook, Word, Excel, Teams).
- Positive, energetic approach to guest service and teamwork.
Experience & Qualifications
- Valid Driver's License with a demonstrated safe driving record.
- Second language considered an asset.
- Experience in tourism, hospitality, and/or customer service.
- Experience using CRM systems (Salesforce an asset).
Work Environment
- Safety-sensitive environment with exposure to railway operations.
- Early mornings, evenings, weekends, and split shifts; possible overtime.
- Must be able to push, pull, lift and carry up to 50 pounds.
- Required outdoor work in a variety of weather conditions.
- Must be legally authorized to work in the United States of America through the end of the season (March – November).
Compensation
- Salary: $25.00 USD an hour.
Eligible Benefits
All team members 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 use E-Verify as part of our hiring practices to comply with having a lawful workforce.
The company 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 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.
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.
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