Supervisor, Hospitality and On-Board Services (OBS)
Supervisor, Hospitality and On-Board Services (OBS)
Posted on :
18-06-2025
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1 Vacancy
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Job Description
POSITION: Supervisor Hospitality and On-Board Services (OBS)
REPORTS TO: Manager Food and On-Board Service
DEPARTMENT: Passenger Services
LOCATION: North Bay Cochrane/Timmins
REFERENCE:
SALARY: $88868 - $104546
WHO WE ARE:
Ontario Northland Transportation Commission (ONTC) is an Agency of the Province of Ontario that provides efficient and vital transportation services. We are a modern forward-thinking organization focused on providing safe and reliable transportation services. ONTC has a rich history of over 120 years and strong connections to the communities we serve. With over 1000 skilled professionals we work together to enhance transportation services and ensure that they are sustainable for future generations. We offer a dynamic workplace culture along with a competitive salary excellent benefit package a defined benefit pension plan paid vacation paid personal leave days and discounted transportation on our bus and passenger rail services.
Ontario Northland takes pride in leading the reinstatement of passenger rail services in Northeastern Ontario a crucial initiative aimed at enhancing regional connectivity. As we progress on this important undertaking we are actively seeking dedicated and skilled individuals to join our esteemed Northlander team. As a valued member of the Northlander team youll have the opportunity to collaborate across various disciplines contributing your expertise to shape the future of transportation in Ontario and foster vital connections within communities. Dont miss an opportunity to contribute to the new era of the Northlander apply now and embark on a rewarding career with Ontario Northland!
ACCOUNTABILITY STATEMENT:
Supervisor Hospitality and On-Board Services (OBS) is the key leadership on the passenger train dedicated to ensuring a positive customer experience on the Northlander Passenger train service. This position ensures safe and efficient operations of the Northlander Passenger train. The supervisor also plays a crucial role in addressing customer feedback to continuously enhance the passenger experience ensuring that safety and service excellence remain at the forefront of operations.
MAJOR DUTIES/ RESPONSIBILITIES:
REQUIREMENTS:
BACKGROUND INVESTIGATION: The successful candidate will need to pass the following clearances: criminal record check employment references and education verification.
CLOSING DATE: June 26 2025 no later than 11:59 p.m. We thank all applicants for their interest; however only those selected for an interview will be contacted. Qualified individuals are invited to apply in writing with a current covering letter and resume (provided in one document) stating reference name and number. Visit our career website to apply: Ontario Northland we are committed to employment equity. We value the unique skills and experiences each person brings to Ontario Northland and invite all interested individuals to apply and encourage applications from Indigenous peoples racialized persons women persons with disabilities and persons who identify as 2SLGBTQIA.
Ontario Northland will provide accommodation to ensure barrier-free employment in accordance with the Canadian Human Rights Act and the Accessibility for Ontarians with Disabilities Act. You can request accommodation at any stage of the hiring process. If you require an accommodation please contact Human Resources.
Les offres demploi sont galement disponibles en franais. Visitez notre site Web sur les carrires ou appelez le 1- poste 394 pour plus de renseignements.
REPORTS TO: Manager Food and On-Board Service
DEPARTMENT: Passenger Services
LOCATION: North Bay Cochrane/Timmins
REFERENCE:
SALARY: $88868 - $104546
WHO WE ARE:
Ontario Northland Transportation Commission (ONTC) is an Agency of the Province of Ontario that provides efficient and vital transportation services. We are a modern forward-thinking organization focused on providing safe and reliable transportation services. ONTC has a rich history of over 120 years and strong connections to the communities we serve. With over 1000 skilled professionals we work together to enhance transportation services and ensure that they are sustainable for future generations. We offer a dynamic workplace culture along with a competitive salary excellent benefit package a defined benefit pension plan paid vacation paid personal leave days and discounted transportation on our bus and passenger rail services.
Ontario Northland takes pride in leading the reinstatement of passenger rail services in Northeastern Ontario a crucial initiative aimed at enhancing regional connectivity. As we progress on this important undertaking we are actively seeking dedicated and skilled individuals to join our esteemed Northlander team. As a valued member of the Northlander team youll have the opportunity to collaborate across various disciplines contributing your expertise to shape the future of transportation in Ontario and foster vital connections within communities. Dont miss an opportunity to contribute to the new era of the Northlander apply now and embark on a rewarding career with Ontario Northland!
ACCOUNTABILITY STATEMENT:
Supervisor Hospitality and On-Board Services (OBS) is the key leadership on the passenger train dedicated to ensuring a positive customer experience on the Northlander Passenger train service. This position ensures safe and efficient operations of the Northlander Passenger train. The supervisor also plays a crucial role in addressing customer feedback to continuously enhance the passenger experience ensuring that safety and service excellence remain at the forefront of operations.
MAJOR DUTIES/ RESPONSIBILITIES:
- Establish monthly crewing schedules for Hospitality Attendants adjusting for seasonal changes vacancies and business volumes.
- Verify and approve weekly payroll.
- Conduct pre-trip coach inspections to ensure service standards are met; direct crew as needed and report deficiencies to the cleaning department.
- Foster a collaborative customer-focused team culture.
- Lead daily briefings to communicate goals delegate tasks and ensure smooth operations.
- Support Onboard Hospitality Attendants as needed to maintain service quality.
- Communicate effectively with team members regarding passenger needs and service updates.
- Accept and reconcile vendor deliveries from internal or third-party sources.
- Verify daily sales and ensure accuracy through quality assurance checks.
- Ensure compliance with safety protocols and maintain clear communication with the operating crew.
- Conduct pre-trip briefings and relay relevant information to the Locomotive Engineer.
- Confirm all onboard safety equipment is present and functioning.
- Perform regular equipment checks and document issues for the Mechanical Department.
- Report station or platform deficiencies to the operations center for resolution.
- Complete safety inspection logs and report any concerns.
- Provide service briefings to staff highlighting special passenger needs supply shortages and contingencies.
- Oversee and assist with passenger boarding and alighting including wheelchair lift operations.
- Ensure passenger comfort and coach cleanliness including seating walkways bathrooms and galleys.
- Monitor service delivery and provide feedback to staff.
- Patrol the train regularly and address passenger concerns promptly.
- Enforce passenger policies and manage onboard disruptions or emergencies.
- Resolve customer service issues efficiently and professionally.
- Deliver service updates every 15 minutes via intercom displays or direct communication; ensure consistent messaging across the crew.
- Lead and empower Hospitality Attendants to prioritize passenger comfort and satisfaction.
- Communicate essential trip details station stops and passenger needs to Locomotive Engineers using ONTC radio protocols.
- Submit detailed trip assessment reports to the Manager of Food and Onboard Services including revenue and performance data.
REQUIREMENTS:
- College diploma in Hospitality or a related field
- Valid Food Handling certificate Smart Serve and CPR preferred
- 3 5 years experience leading a team of customer service and hospitality personnel
- Bilingual in English and French (verbal)
- Proven ability to manage operations in high-paced customer-focused environments
- Familiarity with general operating instructions (GOI) including passenger handling and radio communication
- Proficient in Microsoft Office Suite (Word Excel Outlook)
- Experience with reservation and POS systems (Moneris etc)
- Knowledge of Federal and Provincial Health & Safety regulations
- Training in critical incident stress management and peer support
- Skilled in de-escalation techniques (e.g. Trauma-Informed Care Non-Violent Crisis Intervention)
- Familiarity with emergency equipment and procedures
- Strong cash handling and payment processing skills
- Excellent time management and organizational abilities
- High attention to detail and accuracy
- Effective problem-solving and decision-making skills
- Collaborative team player with strong interpersonal skills
- Commitment to health and safety
BACKGROUND INVESTIGATION: The successful candidate will need to pass the following clearances: criminal record check employment references and education verification.
CLOSING DATE: June 26 2025 no later than 11:59 p.m. We thank all applicants for their interest; however only those selected for an interview will be contacted. Qualified individuals are invited to apply in writing with a current covering letter and resume (provided in one document) stating reference name and number. Visit our career website to apply: Ontario Northland we are committed to employment equity. We value the unique skills and experiences each person brings to Ontario Northland and invite all interested individuals to apply and encourage applications from Indigenous peoples racialized persons women persons with disabilities and persons who identify as 2SLGBTQIA.
Ontario Northland will provide accommodation to ensure barrier-free employment in accordance with the Canadian Human Rights Act and the Accessibility for Ontarians with Disabilities Act. You can request accommodation at any stage of the hiring process. If you require an accommodation please contact Human Resources.
Les offres demploi sont galement disponibles en franais. Visitez notre site Web sur les carrires ou appelez le 1- poste 394 pour plus de renseignements.
Required Experience:
Senior IC
Employment Type
Full-Time
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