Senior Specialist On-Board Services (Alaska Railroad)

PURPOSE OF POSITION: Oversees the daily operation of On-Board Services aboard Alaska Railroad passenger trains ensuring exceptional customer service safe operations and memorable guest experiences. This position provides leadership for Tour Guides onboard contractors and seasonal supervisory staff while maintaining high standards of hospitality professionalism and safety.

Duties and Responsibilities:

Mentors leads and evaluates assigned staff providing ongoing coaching and performance feedback while communicating employee performance and development needs to the Manager On-Board Services. Ensures all On-Board Services staff and contracted personnel consistently meet Alaska Railroad service safety and performance standards. Addresses and resolves customer and employee concerns related to onboard services passenger comfort food service and the overall guest experience escalating significant issues and recommendations to the Manager On-Board Services as appropriate.

Provides administrative and operational support during the off-season assisting with the planning coordination and execution of special projects and annual program preparations. Coordinates holiday train logistics and décor installation to ensure a high-quality guest experience. Reviews updates and organizes onboard reference materials including employee handbooks commentary guides and operational resources to maintain current and accurate information. Maintains organization and inventory of annex facilities medical office supplies uniforms onboard materials and other department assets. Assists with program planning process improvements recordkeeping procurement and other administrative projects as assigned by the On-Board Services management team.

Coordinates passenger boarding and deboarding activities ensuring efficient operations and exceptional customer service. Assists passengers with a variety of needs including mobility assistance wheelchair lifts directions and other special accommodations. Regularly moves throughout the train to engage with passengers provide information and ensure a positive travel experience.

Partners with food service contractors to communicate dining options support service delivery and ensure passengers receive timely meal service. Manages lost and found items coordinating with depots and management to facilitate the return of passenger belongings. Oversees the stocking and replenishment of onboard supplies materials and equipment to support safe and efficient train operations.

Conducts daily inspections of passenger coaches while enroute to ensure cleanliness comfort and readiness for service. Coordinates with janitorial contractors to maintain established standards takes corrective action when deficiencies are identified and reports unresolved issues to the Manager On-Board Services. Assists with light mechanical troubleshooting including coach climate control (heating and air conditioning) and restroom system cycling. Ensures onboard supplies are adequately stocked and available throughout the journey. Supports train crews by addressing onboard operational and passenger service needs allowing conductors to focus on train movement and safety-related responsibilities.

Delivers clear professional and engaging onboard announcements including required safety operational and service information. Provides informative narration throughout the journey enhancing the passenger experience by sharing knowledge of Alaskas history culture landmarks wildlife and points of interest. Ensures presentations are accurate engaging and tailored to create an educational and memorable travel experience for guests.

Provides onboard leadership and oversight for special event and charter trains ensuring operations are executed safely efficiently and in accordance with guest expectations. Serves as the primary onboard point of coordination with Guest Services management charter clients and train crews to facilitate a seamless event experience. Recommends operational procedures and service formats that enhance efficiency and passenger satisfaction. Coordinates with Security Mechanical and other departments supporting charter operations to ensure all event requirements are met and any issues are promptly addressed.

Facilitates the training development and ongoing support of Tour Guides through classroom instruction field trips and onboard train and motorcoach operations. Provides direction coaching mentorship and performance evaluation for assigned Tour Guides fostering a culture of professionalism teamwork and exceptional customer service. Assists the Manager On-Board Services with the planning and delivery of seasonal training programs including spring training field exercises and operational ride-alongs. Contributes to the development enhancement and delivery of training materials to ensure Tour Guides are well-prepared to provide safe informative and engaging guest experiences.

Responds effectively to onboard emergencies including medical incidents safety events and passenger evacuations following established Alaska Railroad procedures and direction from the conductor. Maintains current first aid certification and provides immediate assistance during medical emergencies until relieved by Emergency Medical Services or the Manager on Duty. Coordinates emergency response efforts ensures timely communication with the Manager on Duty and maintains situational awareness to support passenger and crew safety. Inspects maintains and replenishes onboard emergency equipment and medical supplies ensuring all items are operational properly stocked and within required expiration dates.

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

FACTOR 1:Technical and Operational Knowledge

Demonstrates knowledge of the operation and functionality of passenger rail coaches including climate control lighting systems and restroom equipment to ensure passenger comfort and service continuity. Monitors onboard service delivery gathers customer feedback and provides recommendations to improve operational efficiency and the overall guest experience. Maintains a strong understanding of the tourism and travel industry Alaska Railroads passenger service offerings and onboard operations. Applies sound supervisory principles and practices to effectively lead staff support employee development and promote a positive service-oriented work environment.

FACTOR 2: Analytical Skills and Impact

Monitors operational procedures and service delivery to identify opportunities for process improvements that enhance efficiency customer satisfaction and revenue generation. Applies sound judgment critical thinking and problem-solving skills to address a wide range of operational and customer service challenges. Exercises considerable independence in carrying out responsibilities while ensuring alignment with department objectives and Alaska Railroad standards. Work directly contributes to the success of passenger services supporting organizational goals related to service quality operational performance and financial results. Performance is evaluated based on results achieved customer satisfaction operational effectiveness and the successful attainment of established objectives.

FACTOR 3: Supervision and Control

Supervises Tour Guides (up to 5 employees during peak season). Assumes responsibility for leading managing and motivating staff in day-to-day operations. Ensures that safety guidelines and best practices are institutionalized in daily operations on-board 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 on-board services. Utilizes a microphone to greet guests inform them of important safety and operational announcements then provides narration throughout the trip.

FACTOR 4: Communication

Demonstrates exceptional interpersonal and customer service skills fostering positive and productive relationships with internal and external stakeholders. Interacts professionally with Alaska Railroad employees passengers customers vendors and community partners consistently representing the organization in a positive manner. Utilizes effective communication leadership and conflict-resolution skills to support staff performance and enhance the guest experience. Maintains the highest standards of courtesy professionalism integrity and responsiveness recognizing that outstanding service contributes to customer satisfaction revenue generation and Alaska Railroads reputation within the community.

FACTOR 5: Working Conditions

Work is performed primarily aboard passenger trains in a dynamic transportation environment requiring extended periods of travel irregular schedules and long workdays. During the off-season work is performed in an office setting and may include administrative planning training and program development responsibilities. Position is based in Anchorage and will require overnight travel and extended stays away from the employees home station. Flexibility to work weekends holidays and varying shifts is required to support operational and service needs.

Education Requirements

High School diploma or GED.

Physical Requirements

• Ability to stand and walk for up to 12 hours per shift.

Work Experience

• Ten months (two summer seasons) with the ARRC in Guest Services is required.
  • Five Months (one summer season) of the above criteria can be substituted with completion of the ARRC Tour Guide Program and one summer season as a Tour Guide.

OR

• One year of Customer Service supervisory experience.

Certification/License Requirements

• Ability to obtain a CPR/First Aid certificate within 30 days. Certification is provided as part of the onboarding process.

Preferred Qualifications

• Bachelors degree in business education or related degree.
• Experience developing and delivering training in the travel and tourism industry.

The above reflects only the more significant details for the performance of the job and is not intended to be all inclusive.

WORKPLACE ALASKA APPLICATION QUESTIONS & ASSISTANCE
Questions regarding application submission or system operation errors should be directed to the Workplace Alaska hotline at 1- (toll free) or if you are located in the Juneau area. Requests for information may also be emailed to.

For applicant password assistance please visit: Railroad Human Resources Department