Director, Guest Services (Alaska Railroad)

PURPOSE OF POSITION:

Duties and Responsibilities:

Operational Leadership

• Lead and manage all Guest Services functions: Reservations & Ticketing Onboard Services Tour Guide Program Food & Beverage Gift Shops Depot Operations and Baggage Services.
• Implement customer service standards aligned with ARRC brand goals and guest satisfaction benchmarks (e.g. NPS CSAT complaint resolution time).
• Ensure operational readiness cleanliness accessibility and safety of depot facilities in coordination with Facilities and contracted janitorial services.
• Build and maintain a high-performing guest-focused team through training coaching and recognition.

Service Quality & Innovation

• Develop and enforce standardized procedures and training programs to ensure consistent high-quality guest experiences across all service touchpoints.
• Introduce and monitor key performance indicators (KPIs) related to guest satisfaction service delivery response times service recovery and employee engagement.
• Partner with Marketing to design test and implement service offerings that improve value efficiency sustainability and accessibility.
• Identify service gaps through data analytics guest feedback and field observations; lead improvement initiatives accordingly.

Strategic Planning

• Collaborate with the VP Marketing & Customer Service to develop department strategy annual business plans and measurable goals.
• Use data insights to recommend innovations that improve guest satisfaction staff productivity and profitability.
• Lead or support initiatives contributing to company-wide performance safety and customer service objectives.

Cross-Functional Coordination

• Serve as liaison between Guest Services and other ARRC divisions (Transportation Mechanical MOW Real Estate) to coordinate delivery and logistics supporting exceptional guest service.
• Develop relationships with key accounts vendors and service partners to maintain service standards and resolve escalated issues.

Financial Oversight

• Oversee department budgeting forecasting and cost control to align with revenue goals and service expectations.
• Establish and monitor financial performance metrics (e.g. cost per guest served revenue per seat).
• Manage food service contracts in collaboration with Procurement ensuring quality value and compliance.

Emergency Preparedness

• Lead Guest Services contribution to ARRCs Passenger Emergency Response Plan ensuring team readiness training and incident management capability.
• Oversee the Family Assistance Program and ensure resources are available for emergency events.

Executive-Level Contributions

• Perform additional duties as assigned by the Vice President Business Development.
• Participate in cross-functional initiatives to enhance the overall ARRC passenger experience and support strategic growth.

FACTOR 1: Technical and Operational Knowledge

• Thorough knowledge of customer service principles contract administration policy implementation budget development and monitoring supervision and human resources.
• Strong understanding of railroad operations reservations/ticketing systems onboard services station operations and gift shop management.
• Knowledge of capital and operating budget processes collective bargaining agreements and food & beverage management fundamentals.
• Familiarity with safety regulations emergency preparedness incident management and compliance requirements.
• Ability to project a positive safety culture and motivate staff under varying conditions.
• Proven leadership skills with ability to organize and manage multiple priorities.
• Valid drivers license required.

FACTOR 2: Analytical Skills and Impact

• Ability to analyze operational processes and implement improvements for efficiency and guest satisfaction.
• Skilled in problem-solving prioritization and judgment across multiple operational areas.
• Evaluate unit performance to maximize people and equipment resources in both short-term and long-range planning.
• Review operational and financial reports to identify opportunities for profit growth cost control and margin improvement in gift shop and food service operations.
• Conduct investigations into personnel matters or safety incidents; negotiate with union representatives; prepare required reports in compliance with procedures.

FACTOR 3: Supervision and Control

• Responsible for all Guest Services Department operations.
• Works closely with VP Marketing and Customer Service; Passenger Sales and Marketing; and other ARRC departments to maximize use of resources in pursuit of service excellence.

FACTOR 4: Communication

• Communicate with internal staff management customers vendors contractors government agencies and the public to ensure compliance with policies safety rules and regulations.
• Maintain strong partnerships with service providers tour operators and other passenger service stakeholders.
• Coordinate with Passenger Sales and Marketing to define passenger expectations and train Guest Services staff to meet them consistently.
• Prepare clear accurate written procedures training plans and guest communication materials.

FACTOR 5: Working Conditions

• Combination of office and field work; irregular hours and flexible scheduling required.
• Exposure to railroad tracks yards repair shops varying weather conditions noise dust grease and moving equipment.
• Must wear personal protective equipment as required.
• This is a safety-sensitive position subject to FRA drug/alcohol testing and background check requirements.

The full position description and example of duties for this position is located under Class Specifications (enter position title in Search): Qualifications

Minimum Qualifications

• Bachelors degree in business administration or related field; four (4) years of relevant professional experience may substitute.
• Eight (8) years of experience in customer service and operations within travel/tourism including four (4) years in management or supervision.
• Experience with budgets performance metrics customer service training and operational goal setting.
• Proficiency with spreadsheets databases and related data tools.
• Experience with service operations such as reservations/ticketing systems guest services and hospitality or tourism functions with a demonstrated commitment to exceptional customer service
• Knowledge of collective bargaining agreements and ability to lead in a unionized environment.
• Valid drivers license.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The Alaska Railroad Corporation is an Equal Opportunity Employer. We do not discriminate on the basis of race color religion sex sexual orientation gender identity national origin disability or veteran status.

Please include any REQUIRED AND DESIRED QUALIFICATIONS in your APPLICANT PROFILE and/or RESUME. If using work experience not already documented in your application also provide the employer name your job title dates of employment and whether full- or part-time. Your application will be closely reviewed to determine if the responses are supported and minimum qualifications are clearly met. If they are not the applicant will not advance to the interview and selection phase of the recruitment.