Senior Manager, Guest Experience (Colorado)

Armstrong Collective is the parent company of Rocky Mountaineer and Canyon Spirit, creating unforgettable rail journeys through some of the most breathtaking landscapes in Western Canada and the American Southwest. Guided by our values, Create Meaningful Moments, Be One Team, and Achieve Extraordinary Outcomes, we show up every day with pride, ownership, and a shared commitment to excellence. We work hard, support one another, embrace new possibilities, and celebrate growth, all in a respectful and inclusive environment where integrity, collaboration, and passion for the guest experience lead the way.

Role Overview

Reporting to the Director, RTR Guest Experience, the Senior Manager, Guest Experience is accountable for leading the Destinations operation throughout Colorado, including station operations, hotel and transportation partner execution, guest recovery, destination service standards, and the leadership effectiveness of the Destinations team.

This role is expected to lead others by setting direction, building capability, reinforcing accountability, and sustaining a high-performing destinations leadership team with a hospitality-first mindset. The Senior Manager, Guest Experience must bring strong self-discipline, initiative, attention to detail, organization, and follow-through to ensure the guest experience is executed consistently across a complex, seasonal, operating environment.

This position is deemed Safety Alert. This position requires the incumbent to periodically access an active railway area where impaired performance could result in a significant incident affecting the health and safety of team members, guests, the public, property, or the environment.

Key Responsibilities

Lead, Develop, and Hold Accountable the Destinations Leadership Team

• Lead, coach, and develop Guest Experience Managers and frontline leaders by setting clear expectations, priorities, and decision rights that enable confident leadership at all levels.
• Build and sustain a high-performance culture grounded in accountability, trust, consistency, safety, and hospitality, reinforcing company values through daily leadership behaviors.
• Establish clear performance goals and regularly assess progress through structured 1:1s, coaching conversations, feedback, and formal performance reviews.
• Address performance issues promptly and constructively, ensuring accountability while supporting development and growth.
• Develop leadership capability and succession readiness to ensure continuity, bench strength, and scalability across the Destinations operation.
• Ensure leaders understand company strategy, guest experience measures, operational priorities, financial expectations, and how their teams contribute to business outcomes.
• Model the leadership presence expected of the Destinations team—calm under pressure, organized, professional, guest-focused, and decisive.

Set Direction and Enable Consistent Execution Through Others

• Translate the Guest Experience vision into clear, executable operating practices across stations, hotels, transportation, tours, luggage handling, and guest support.
• Lead annual and seasonal planning, ensuring readiness through defined staffing plans, training priorities, partner alignment, and post-season review.
• Establish and maintain clear operating standards, tools, and procedures that enable leaders to execute consistently and confidently.
• Ensure consistent delivery of the Canyon Spirit brand experience across all assigned destinations and guest touchpoints.
• Make and own operational decisions that impact team members, guests, partners, and internal stakeholders, balancing guest expectations with operational realities.
• Work periodic shifts as an on-duty manager when required, maintaining a leadership focus on standards, coaching, and continuous improvement rather than task substitution.

Lead Through Collaboration, Influence, and Partner Accountability

• Act as the primary leadership interface between Destinations and internal partners, ensuring alignment, clarity, and shared accountability for outcomes.
• Build and maintain strong working relationships with external partners, reinforcing service standards, performance expectations, and escalation processes.
• Lead pre-season partner alignment and training to ensure shared understanding of guest expectations, communication protocols, and irregular operations support.
• Proactively identify risks related to staffing, infrastructure, community impact, or market conditions and work collaboratively to mitigate service disruption.
• Champion cross-functional collaboration that improves execution quality, guest recov