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
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.
Skills Required
- Previous experience in hospitality, attractions, tourism, retail, or customer service leadership
- 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
- Stand and walk for extended periods (physical requirement)
- Lift and carry up to 50 pounds
- Navigate crowded guest areas safely and efficiently
- Team leadership and coaching ability
What We Do
The Durango & Silverton Narrow Gauge Railroad is a historic, narrow-gauge heritage railroad that operates scenic train rides through the Colorado Rocky Mountains, carrying passengers behind vintage steam locomotives and offering year-round adventures.
