Lead Passenger Services Agent (ARRC ARW Employees Only Alaska Railroad)

Please note that for the first six calendar days of this posting it is only open to ARW represented employees. If during the initial six days which ends on October 1 2025 a qualified ARW represented employee(s) applies it shall be awarded in accordance with Section 52.06 of the ARW Collective Bargaining Agreement (CBA). If there are no successful ARW represented bidders this posting shall be extended to October 9 2025 and will be considered open to all other applicants.

PURPOSE OF POSITION:

Factor 1 - Knowledge Required

Ability to use a comprehensive computerized reservation system to book reservations coupled with knowledge of ARRC reservation/ticketing procedures basic computerized cash register system and inventory control system Knowledge of numerous levels of a computerized reservation system to include reservations accounting inventory and pricing. Working knowledge of regulations regarding refunds reissues change fees and penalties. Uses experience and good judgment to apply such policies. Ability to lead and train employees.

Ability to administer complex Automatic Call Distribution phone system to include using daily phone statistics and live data.

Ability to operate ten key adding machines. Ability to handle money and make change. Ability to reconcile total cash balance daily against ticket count. Basic knowledge of bookkeeping/accounting procedures i.e. balance sheet etc. relevant to passenger ticket/cash control. Knowledge of travel industry relationships and treatment of tour components such as hotels tour boats bus tours and airlines. Knowledge of voucher flows payment methods and block space reporting requirements. Written communication skills required for composition of letters to dissatisfied customers and tour component customers. Ability to type 30 wpm and use word processing equipment. Ability to use Word and Excel software to compose letters phone reports and bookings.

Working knowledge of ARRC Passenger Tariff and Baggage Tariffs. Knowledge of correct ticketing procedures and various forms of payment. Skill to use a complex computerized reservation system is required.

Working knowledge of regulations regarding refunds. Knowledge of safe work practices and maintenance of equipment and work area in accordance with practices and procedures prescribed in ARRC Manual of Safety Rules and Regulations for General Guidance and Protection of Railroad Personnel.

Serves as backup to Group and Corporate Travel Desk and must be proficient in Sabre as well as the ability to book domestic and international air rail car and hotel reservations. Needs a complete understanding of ticket refunds exchanges and penalties and an in depth knowledge of ARC policies and procedures.

Factor 2 - Supervisory Control

The incumbent works under the general supervision of the Reservations & Ticketing Manager. Takes instruction from Passenger Accounting and Guest Services Managers. The lead agent works independently in carrying out assignments. Incumbent plans work sets priorities for self and agents and completes work assignments in a wide variety of areas using own initiative. Monitors all agent remittances and vendor contracts. Works independently with agents in handling problem situations especially when supervisor is out of the Anchorage office. Work is reviewed from the standpoint of overall efficiency of the depot and reservation operations.

Factor 3 - Guidelines

Incumbent is instrumental in the development and implementation of passenger service reservation and ticketing procedures. Incumbent uses own judgment in interpreting the intent of procedural guidelines. Incumbent is recognized as the technical authority in relationship to passenger services batch ticketing and reservation control.

Factor 4 - Complexity

Incumbent is responsible for day-to-day operations as well as ensuring that procedural controls are operating effectively. Incumbent assists manager and accounting staff in monitoring and preparing reports of passenger service agents. Ensures safeguards are being followed for handling credit card information and ticketing maintains detailed reports of all agents and vendors. Responsible for safeguarding cash bank and ticket stock. Assists in housekeeping and overall depot operations.

Factor 5 - Scope and Effect

Accurate accountability and reporting of financial data ticket sales transactions and tour packages are a critical part of ARRC Passenger Services. Alertness efficient courtesy and integrity in serving the public and working with other agents affects the economic well-being of the railroad and promotes good relations.

Factor 6 - Personal Contacts

Contacts are made with Director Guest Services Manager Reservations Manager Onboard Services Manager Guest Services Manager Passenger Depot Services Passenger Service Agents baggage handlers Station Agents Gift Shop Depot Services Associates Onboard Specialists Train Crew and ARRC employees. Public contacts include individuals and groups vendors travel agents tour companies and tour operators. Must be able to communicate and relay information and provide instruction/direction in a clear concise and professional manner with a diverse group of individuals.

Factor 7 - Purpose of Contact

Contacts with employees are for the purpose of coordinating work efforts exchanging information and resolving problems. Oversees ticket sales tour package sales and booking reservations accepting money making change creating modifying and canceling reservations and tickets. Oversees all reservation calls for accuracy and quality. Coordinates clarifies answers questions and resolves of various problems and complaints within the ticketing and reservation operations.

Factor 8 - Physical Demands

Work is sedentary; however on occasion the incumbent is required to stand for extended periods of time.

Factor 9 - Work Environment

Work is performed in an office setting.

Required:

-High school diploma or equivalent.

-Two (2) years of experience in the travel or tourism industry which must have included the use of a computerized reservation system. The two years of experience must also have included handling money transaction audits and leading the work effort of others.

-Working knowledge of word processing and spreadsheet software; Word and Excel.

-Ability to type 30 words per minute and to operate a ten-key adding machine.

-Possess a working knowledge of ARRC policies.

-Ability to use Sabre is preferred.

Please be sure to include any REQUIRED AND DESIRED QUALIFICATIONSin your APPLICANT PROFILE. 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.