Specialist On Board Services Alaska Railroad

PURPOSE OF POSITION: An OnBoard Specialist is a dynamic and customerfocused professional responsible for delivering exceptional guest experiences aboard Alaska Railroad trains. This role involves providing engaging commentary and narration to educate and entertain passengers while ensuring their comfort safety and satisfaction throughout the journey.

Specialists act as team leaders motivating and directing the Tour Guides coordinating with crew members and addressing passenger needs efficiently. They excel in highpressure environments managing multiple responsibilities such as conflict resolution enforcing safety protocols and maintaining a positive and energetic presence during long hours.

Duties and Responsibilities:

Anchorage Based Specialists Facilitates onthejob training direction and motivation of Tour Guides during classroom training on field trips and while OnBoard trains and buses. Mentors evaluates and leads assigned employees. Reports performance of assigned employees to the Manager OnBoard Services. Ensures all OnBoard staff meet ARRC service and performance expectations. Ensures that contract employees meet ARRC service and performance expectations. Resolves customer and employee issues and complaints regarding food service passenger comfort and the overall passenger experience. Reports problems and issues to the Manager OnBoard Services.

Fairbanks Based Specialists Works with other supervisors. Reports performance of assigned employees to the Manager OnBoard Services. Ensures all OnBoard staff meet ARRC service and performance expectations. Ensures that contract employees meet ARRC service and performance expectations. Resolves customer and employee issues and complaints regarding food service passenger comfort and the overall passenger experience. Mentors evaluates and leads assigned employees. Reports problems and issues to the Manager OnBoard Services.

Talkeetna Based Specialists Works directly with the conductor on the Hurricane Turn train. Addresses all customer service and OnBoard issues not related to train movement. Coordinates directly with Talkeetna depot staff to ensure the train is clean stocked and ready to go. Reports problems and issues to the Manager OnBoard Services.

All Specialists Utilizes the microphone to deliver clear and engaging commentary including essential safety and operational announcements. Provides detailed narration to enhance the passenger experience sharing insights into Alaskas history landmarks wildlife and culture ensuring that each journey is both educational and entertaining Board

Coordinates boarding and deboarding process at Seward Anchorage Talkeetna Denali and Fairbanks including loading unloading and assisting with all passenger needs including special needs (wheelchair lift directions and support). Walks through trains interacting with passengers and providing information. May assist with selling tickets onboard and managing accounting paperwork while ensuring awareness of the process involved.

Works with food service contractor providing passengers with menus and dining options and ensuring that passengers are fed in a timely manner. Makes decisions on how to make the dining experience more efficient. Manages lost and found items coordinating with depots and managers to reconnect passengers with their items. Stocks and unstocks all trains with supplies materials and equipment used onboard.

Performs daily janitorial and maintenance of passenger coaches while en route. Takes necessary action to correct deficiencies and reports problems. Assists with light troubleshooting coach comfort (air/heat) and cycling of toilets.Inspects passenger trains daily for cleanliness and ensures supplies are stocked. Takes necessary action to correct deficiencies and reports problems with janitorial contractor to Manager Onboard Services. Assists train crews by allowing conductor to focus on train movement and other operations.

Responds to all emergency situations OnBoard trains. Initiates any safety or evacuation as directed by conductor.Is first aid qualified to respond in a medical emergency. Coordinates and provides support in emergencies until relieved by Manager On Duty or Emergency Medical Services. Ensures communication to Manager On Duty. Maintains constant situational awareness. Maintains and stocks emergency equipment OnBoard. Ensures all medical supplies are in proper working order and up to date.

Works on the train to ensure that the special train event goes smoothly. Coordinates with Guest Services management on charter trains. Makes recommendations on what format works best for efficient operations. Coordinates with security and mechanical departments when they ride on the charter trains.

May be required to participate in Incident Command exercises and activities.

FACTOR 1: Technical and Operational Knowledge

Exhibits knowledge of basic operation of passenger coaches. Operates air heating and lighting controls and recycles bathrooms for passenger comfort. Evaluates the effectiveness of onboard service by reporting feedback from customers and developing recommendations for improvement. Displays knowledge of tourism/travel industry and ARRC OnBoard services. Exhibits a basic knowledge of accounting procedures to ensure accountability of cash. Demonstrates knowledge of the principles and practices of supervision.

FACTOR 2: Analytical Skills and Impact

Monitors work methods and procedures and implements work process improvements to increase customer satisfaction and sales. Possesses the ability to problem solve and exercise judgment over a variety of broadly defined duties. Work has an impact on ARRC meeting its financial goals for passenger services. Work is evaluated in terms of results achieved and objectives met.

FACTOR 3: Supervision and Control

Supervises Tour Guides (up to 5employees during peak season). Assumes responsibility for leading managing and motivating staff in daytoday operations. Ensures that safety guidelines and best practices are institutionalized in daily operations onboard trains. Ensures that performance of contract personnel responsible for food service and janitorial service on assigned trains meets ARRC expectations.Works cooperatively with other supervisory personnel responsible for overseeing onboard a microphone to greet guests inform them of important safety and operational announcements then provides narration throughout the trip.

FACTOR 4: Communication

Exhibits skill in maintaining effective working relationships with internal and external customers and demonstrates ability to establish and maintain guest relations. Contacts include but are not limited to ARRC employees guests customers and vendors. Effective communication skills enhance work efforts of the staff. Courtesy alertness integrity and efficiency in serving the guest affects the revenue to the railroad and promotes good relations in the community.

FACTOR 5: Working Conditions

Work is performed on the train requiring long hours and extensive traveling. During the winter season work is also performed in an office setting. Positions will be based in either Anchorage or Fairbanks and work will require nights away from original home station.

Education Requirements

High School diploma or GED is required.

Work Experience

Six months of experience in passenger operations or front line customer service experience is required. Six months of experience in a lead or supervisory role is required.

Certification/License Requirements

Ability to obtain a CPR/First Aid certificate within 30 days is required. Ability to obtain a Food Handlers card within 30 days is required.

Preferred Qualifications

Previous railroad operations experience is preferred. Previous experience in the tourism industry is preferred.