REI Social Media & Guest Experience Coordinator

Job Title: Social Media & Guest Experience Coordinator

Division: Rail Events Inc.

Reports to: Rail Events Inc. Marketing Manager

Type of position: Non-Exempt/Hourly

Employee Classification: Seasonal

Compensation: $23.00 – $26.00 per hour, depending on qualifications and experience

Rail Events Inc., the industry leader in rail-related special events management, is seeking a creative, guest-focused Social Media & Guest Experience Coordinator to support marketing, digital engagement, and guest communications for nationally recognized licensed rail experiences, including Harry Potter™: A Hogwarts Express Adventure, THE POLAR EXPRESS™ Train Ride, and other special event experiences across the U.S., Canada, the U.K., and Australia.

Why Join Us

As a member of our Marketing & Communications team, you’ll help create unforgettable experiences that bring families together and create lifelong memories.

This role is ideal for someone who enjoys creating engaging social media content, connecting with guests, and supporting world-class entertainment experiences from behind the scenes.

In this role, you’ll have the opportunity to:

Be part of immersive, family-friendly experiences that create lasting memories for guests around the world.

Work with globally recognized licensed brands, including Harry Potter™: A Hogwarts Express Adventure and THE POLAR EXPRESS™ Train Ride.

Combine creativity, social media, marketing, and guest engagement in a dynamic, fast-paced environment.

Collaborate with a talented, passionate team that values creativity, innovation, and teamwork.

Gain hands-on experience supporting large-scale live entertainment experiences across multiple markets in the U.S., Canada, the U.K., and Australia.

Make a meaningful impact by helping guests create magical moments they’ll remember for years to come.

Position Summary

The Social Media & Guest Experience Coordinator supports guest engagement through social media management, guest communications, ticketing support, and marketing operations during the event season. This role helps ensure guests receive timely, accurate information while maintaining consistent brand standards across multiple licensed event locations.

Working closely with the Marketing Manager and cross-functional team members, this position serves as an important connection between the Rail Events brands and our guests, helping deliver a positive experience before, during, and after each event.

Essential Duties & Responsibilities

Social Media & Digital Marketing

Create, schedule, publish, and manage engaging branded social media content across multiple companies and event channels.

Monitor social media platforms, respond to guest questions, and foster positive online engagement.

Support social media campaigns that increase brand awareness, ticket sales, and guest engagement.

Monitor social media trends and recommend opportunities to strengthen audience engagement.

Track campaign performance, social media analytics, and marketing metrics, providing reports and actionable insights.

Guest Experience & Communications

Deliver exceptional guest service through timely, professional responses across social media, email, and other communication channels.

Assist guests with ticketing questions, VIP experiences, retail inquiries, donation requests, accessibility questions, and general event information.

Coordinate guest communications regarding weather impacts, operational updates, schedule changes, public health requirements, and other important event notifications.

Partner with the Business Manager and ticketing provider to ensure timely, accurate, and guest-friendly communications.

Ticketing Support

Perform basic ticketing platform functions, including:

Date and time exchanges

Refund processing

Passenger information updates

Other guest service transactions as needed

Marketing Operations

Assist with email marketing communications and website updates.

Support seasonal marketing campaigns and promotional initiatives.

Maintain consistent brand standards across guest-facing communications and digital channels.

Track and report marketing and social media performance metrics.

Team Collaboration

Collaborate with the Marketing Manager and cross-functional team members to support seasonal marketing initiatives.

Contribute ideas that enhance guest engagement and strengthen brand awareness.

Assist with additional marketing, communications, and administrative projects as assigned.

Experience & Requirements

Experience supporting digital marketing initiatives for tourism, hospitality, entertainment, attractions, or event-based organizations.

Proficiency in Adobe Creative Cloud, including Photoshop, Illustrator, and InDesign.

Experience creating content using Canva.

Familiarity with email marketing platforms and WordPress or similar content management systems.

Knowledge of social media analytics and marketing reporting.

Familiarity with the Harry Potter™ and THE POLAR EXPRESS™ franchises is a plus but not required.

Ability to travel domestically as business needs require.

Evening, weekend, and holiday hours may be required based on event schedules and business needs.

Experience managing business or organizational social media accounts.

Experience in customer service, guest services, hospitality, tourism, entertainment, attractions, or event marketing.

Excellent written communication, grammar, proofreading, and interpersonal skills.

Strong organizational skills with exceptional attention to detail.

Ability to manage multiple priorities while meeting deadlines in a fast-paced environment.

Self-motivated with strong problem-solving and critical-thinking skills.

Ability to work collaboratively within a cross-functional team environment.

Bachelor’s degree in marketing, Communications, Public Relations, Business, or a related field, or equivalent work experience.

Must be at least 18 years of age.

About Rail Events Inc.

Rail Events Inc. is the industry leader in rail-related special events management. In 2025, the company licensed events that welcomed nearly 1.8 million guests across 58 partner railroads in the U.S., Canada, the U.K., and Australia. Rail Events Inc. and Rail Events Productions are wholly owned subsidiaries of American Heritage Railways, the premier operator of heritage railroads in the United States.

About Harry Potter™: A Hogwarts Express Adventure

Produced by Rail Events Inc. on behalf of Warner Bros. Discovery Global Experiences, Harry Potter™: A Hogwarts Express Adventure is an immersive rail experience celebrating the iconic Hogwarts Express™ and the magical world of Harry Potter™. The experience is scheduled to debut in Southern California in July 2026.

About THE POLAR EXPRESS™ Train Ride

THE POLAR EXPRESS™ Train Ride is an official licensed holiday experience produced by Rail Events Inc. on behalf of Warner Bros. Discovery Global Experiences (WBDGE). Since 2007, Rail Events Inc. has held the exclusive license to operate THE POLAR EXPRESS™ Train Rides in the U.S., Canada, the United Kingdom, and Australia.

Rail Events Inc. is an Equal Opportunity Employer.