Front of House Lead

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

Job summary

Durango & Silverton Narrow Gauge Railroad is seeking a Front of House Lead for The Polar Express experience in Durango, CO. You will oversee a small FOH team, ensuring warm guest service and smooth operations during shows and peak periods.

Responsibilities include coaching staff, handling guest questions, and coordinating with Ticket Office and maintenance teams. Night and weekend shifts are required during the seasonal period.

Qualifications

• Experience in hospitality or customer-service leadership.
• Excellent interpersonal and communication skills.
• Ability to stand and walk for extended periods and work outdoors.
• Willingness to work evenings, weekends, and holidays during the seasonal operating period.

Responsibilities

• Lead, coach, and support Front of House staff during each operating shift.
• Assist guests with ticketing questions and accessibility needs.
• Maintain a clean, welcoming FOH area and coordinate guest flow with the team.
• Provide real-time coaching to staff and respond professionally to guest concerns.
• Support opening/closing procedures and ensure smooth event execution.

Skills

Hospitality leadership

Customer service

Interpersonal skills

Communication

Conflict resolution

Organization

Outdoor/warm-weather work

Evening/weekend availability

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.