Front of House Lead

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.

Salary : $18 - $23