Lead and coach a small Front of House team for The Polar Express™ Train Ride, ensuring exceptional guest service, managing guest flow and ticketing questions, maintaining cleanliness, handling guest concerns, performing opening/closing procedures, delegating shift tasks, and coordinating with events, train crews, and ticketing staff to create a positive seasonal guest experience.
Division/Department: Special Events
Job Title: Front of House Lead
Reports To: Special Events Manager
Type of position: Non-Exempt, Hourly
Employee Classification: Regular Full-Time
Pay Range: $18-$23
Location: Durango, CO
Start Date: 11/2/26
Position Summary
The Front of House (FOH) Lead is responsible for overseeing the daily operation of the guest-facing areas during The Polar Express™ Train Ride. This role provides leadership to a small Front of House team, ensuring exceptional guest service, maintaining a clean and welcoming environment, and supporting efficient operations. The FOH Lead works closely with the Ticket Office Supervisor to resolve guest concerns, coordinate guest flow, and create a memorable holiday experience for every visitor.
Key Responsibilities
- Lead, coach, and support a team of Front of House staff throughout each operating shift that is primarily responsible for checking in all guests prior to show start.
- Work alongside the Ticket Office Supervisor to assist guests with ticketing questions, reservation issues, accessibility needs, and special requests.
- Work alongside with Coach Maintenance staff to ensure Front of House area is clean and presentable.
- Model and uphold exceptional guest service standards, ensuring every guest receives a warm, friendly, and professional experience.
- Monitor guest interactions and provide real-time coaching to team members as needed.
- Respond professionally to guest concerns or complaints, escalating issues when appropriate.
- Assist with opening and closing procedures, including staff readiness and operational checklists.
- Communicate effectively with events team, train crews, ticket office staff, and management to ensure smooth event execution.
- Monitor staffing needs and delegate responsibilities throughout the shift to maximize efficiency.
- Maintain a positive, festive atmosphere that reflects the spirit of The Polar Express™ experience.
Qualifications
- Previous experience in hospitality, attractions, tourism, retail, or customer service leadership preferred.
- Excellent interpersonal, communication, and conflict-resolution skills.
- Strong organizational skills and attention to detail.
- Ability to remain calm and professional in a fast-paced, high-volume environment.
- Comfortable standing and walking for extended periods and working outdoors in varying weather conditions.
- Ability to work evenings, weekends, and holidays during the seasonal operating period.
Physical Requirements
- Stand and walk for extended periods.
- Lift and carry up to 50 pounds.
- Work indoors and outdoors in varying weather conditions.
- Navigate crowded guest areas safely and efficiently.
Similar Jobs
Cloud • Information Technology • Security • Software • Cybersecurity
Build and maintain high-throughput, low-latency distributed data systems across ingestion, storage, and retrieval. Optimize delivery pipelines, scale analytical database clusters (ClickHouse), develop GraphQL and log delivery solutions, monitor performance with observability tooling, troubleshoot production issues, and collaborate cross-functionally and with open-source communities to evolve the data platform.
Top Skills:
ClickhouseDockerFlinkGoGoGrafanaGraphQLKafkaKubernetesPrometheusSaltSQLTerraform
Artificial Intelligence • Consumer Web • Edtech • Enterprise Web • HR Tech • Social Impact • Generative AI
Own revenue forecasting, business planning, performance reporting, financial modeling, and business analytics for the consumer business. Partner with leaders to define and analyze key metrics, deliver recurring performance updates and deep dives, and generate decision-support insights. Build models covering regional forecasts, LTV/CAC, content benchmarking, and marketing ROI. Improve FP&A processes, systems, reporting automation, data accuracy, and scalability.
Top Skills:
ExcelGoogle SuiteIbm Tm1NetSuiteOracle Essbase
Digital Media • Fintech • Information Technology • Machine Learning • Financial Services • Cybersecurity • Automation
Develop and manage a branch-based wealth management practice: build and deepen client relationships, prospect and grow business through partner referrals, deliver tailored financial planning and investment, insurance, and estate solutions, and collaborate with internal specialists to meet client goals.
What you need to know about the Colorado Tech Scene
With a business-friendly climate and research universities like CU Boulder and Colorado State, Colorado has made a name for itself as a startup ecosystem. The state boasts a skilled workforce and high quality of life thanks to its affordable housing, vibrant cultural scene and unparalleled opportunities for outdoor recreation. Colorado is also home to the National Renewable Energy Laboratory, helping cement its status as a hub for renewable energy innovation.
Key Facts About Colorado Tech
- Number of Tech Workers: 260,000; 8.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lockheed Martin, Century Link, Comcast, BAE Systems, Level 3
- Key Industries: Software, artificial intelligence, aerospace, e-commerce, fintech, healthtech
- Funding Landscape: $4.9 billion in VC funding in 2024 (Pitchbook)
- Notable Investors: Access Venture Partners, Ridgeline Ventures, Techstars, Blackhorn Ventures
- Research Centers and Universities: Colorado School of Mines, University of Colorado Boulder, University of Denver, Colorado State University, Mesa Laboratory, Space Science Institute, National Center for Atmospheric Research, National Renewable Energy Laboratory, Gottlieb Institute
