Job Description

General Description

Supervises and oversees the daily On-Board Services business operations on passenger trains, including customer service, Tour Guides (on the south end), and onboard contractor services. Works on planning the logistics for special event trains and charters; rides on the trains and ensures these events go smoothly.

Examples of Duties

Anchorage Based Supervisors

Facilitates on the job training, direction, and motivation of Tour Guides, during classroom training, on field trips and while on-board trains and buses.. Mentors, evaluates, and administers discipline that may result in termination of assigned employees. Reports performance of assigned employees to Manager, Onboard Services. Ensures all onboard staff meet ARRC service and performance expectations. Performs quality control function for on-board service related contracts including on-board food service and cleaning contracts. 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 Manager, On-board Services.

Fairbanks Based Supervisors

Works with other supervisors. Reports performance of assigned employees to Manager, Onboard Services. Ensures all onboard staff meet ARRC service and performance expectations. Performs quality control function for on-board service related contracts including on-board food service and cleaning contracts. 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 Manager, On-board Services.

Talkeetna Based Supervisors

Works directly with the conductor on the Hurricane Turn train. Works all customer service and on-board issues not related to train movement. Works directly with Talkeetna depot staff to ensure train is clean, stocked and ready to go. Reports problems and issues to Manager, On-Board Services.

• Coordinates boarding and de-boarding 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. Sells tickets on board, and manages accounting paperwork. 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 on-board.

• 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, On-board 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.

Knowledge, Skills, and Abilities

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 on-board 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 & 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 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.

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 promote 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.

Minimum Qualifications

Education Requirements

High School diploma or GED is required.

Work Experience

Six months of experience in passenger operations or front line customer service experience 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 Handler\'s card within 30 days is required.

Preferred Qualifications

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

Contact Information

Alaska Railroad Human Resources Department

E-Mail:

Mailing Address: P.O. Box 107500, Anchorage, AK 99510-7500

Street Address: 327 West Ship Creek Avenue, Anchorage, AK

Fax Number: (907) 265-2542

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