Front of House Lead

American Heritage Companies; Durango (CO); On-site; USD 25,000 - 32,000; Full time

Job summary

The Polar Express Train Ride in Durango, CO is hiring a Front of House Lead to oversee guest-facing operations and coach a small FOH team.

The role ensures warm, professional service and helps resolve guest concerns to create a memorable holiday experience.

You will collaborate with Ticket Office and maintenance staff to manage guest flow, assist with tickets and accessibility, and ensure smooth event execution during the seasonal period, including evenings, weekends, and holidays.

Qualifications

• The candidate should have hospitality, attractions, tourism, retail, or customer-service leadership experience.
• Strong interpersonal, communication, and conflict-resolution skills are required.
• Excellent organizational skills and attention to detail are essential.
• Ability to stay calm and professional in a fast-paced, high-volume setting.
• Must be able to stand/walk for long periods and work outdoors in varying weather.
• Evenings, weekends, and holiday availability during the season is required.

Responsibilities

• Lead, coach, and support a team of Front of House staff during each shift.
• Assist guests with ticketing questions, reservations, accessibility needs, and requests.
• Maintain a clean, welcoming FOH area in collaboration with maintenance staff.
• Provide exceptional guest service and real-time coaching to team members.
• Address guest concerns professionally and escalate when needed.
• Support opening/closing procedures and shift readiness.
• Coordinate with events team and management to ensure smooth execution.
• Monitor staffing and delegate tasks to maximize efficiency.
• Maintain a festive atmosphere reflecting The Polar Express experience.

Skills

Interpersonal skills

Communication

Conflict-resolution

Organizational skills

Attention to detail

Calm under pressure

Outdoor work

Evenings weekends holidays

Job description

Job Details

Job Location: DURANGO, CO 81301

Salary Range: $18.00 - $23.00 Hourly

Pay Range: $18-$23

Shift: Any

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

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.