Front of House Staff

Division/Department: Special Events

Job Title: Front of House Staff

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 Staff member is responsible for creating a welcoming, organized, and memorable guest experience throughout THE POLAR EXPRESS™ Train Ride. This position serves as a primary point of contact for guests before, during, and after their experience and helps ensure that all Front of House areas are clean, safe, organized, and presented according to company standards.

Front of House Staff work closely with the Front of House Lead, Ticket Office Supervisor, train crew, production team, and other department leads to assist guests and maintain smooth event operations. This is a highly guest-focused position requiring professionalism, enthusiasm, attention to detail, and the ability to remain calm and helpful in a busy event environment.

Essential Responsibilities

• Welcome guests with a friendly, enthusiastic, and professional attitude.
• Assist guests with directions, event information, boarding locations, schedules, and general questions.
• Assist with guest flow and crowd management before, during, and after the train ride.
• Help create an exciting and immersive atmosphere consistent with THE POLAR EXPRESS™ Train Ride experience.
• Assist guests with boarding and exiting the train as directed by event leadership.
• Monitor Front of House areas to ensure they remain clean, organized, safe, and presentable.
• Assist guests who may require additional support or accommodations.
• Work closely with the Ticket Office to assist guests with ticketing questions and direct guests to the appropriate team member when necessary.
• Help identify and resolve guest concerns promptly and professionally, escalating issues to the Front of House Lead or appropriate supervisor when needed.
• Maintain a positive and professional demeanor during high-volume periods and unexpected situations.
• Support the Front of House Lead with event setup, operations, and closing procedures.
• Help maintain appropriate guest flow and prevent congestion in high-traffic areas.
• Assist with lost-and-found procedures and direct guests to the appropriate department.
• Follow all company safety procedures, emergency procedures, and operational policies.