Front of House Lead

Durango & Silverton Narrow Gauge Railroad Co; Durango (CO); On-site; USD 25,000 - 32,000; Full time

Job summary

The Front of House Lead at Durango & Silverton Narrow Gauge Railroad Co oversees daily guest-facing operations during The Polar Express Train Ride in Durango, CO. You will lead a small FOH team, coach staff, and coordinate with ticketing and maintenance to ensure a memorable holiday experience.

We seek hospitality leaders with strong communication skills, calmness under pressure, and availability for evenings, weekends, and holidays during the seasonal period.

Qualifications

• Experience in hospitality, attractions, or customer service leadership.
• Strong interpersonal and communication skills.
• Ability to stay calm in fast-paced, high-volume environments.
• Available to work evenings, weekends, and holidays during season.

Responsibilities

• Lead and coach Front of House staff during each operating shift.
• Assist guests with tickets and reservations; address accessibility needs.
• Maintain clean, festive FOH areas and coordinate with ticket office and maintenance.
• Escalate guest concerns and ensure exceptional service.

Skills

Hospitality leadership

Customer service

Communication

Conflict resolution

Observation skills

Job description

Division/Department: Special EventsJob Title: Front of House LeadReports To: Special Events ManagerType of position: Non-Exempt, HourlyEmployee Classification: Regular Full-TimePay Range: $18-$23Location: Durango, COPosition SummaryThe 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 ResponsibilitiesLead, 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.QualificationsPrevious 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 RequirementsStand 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.