Manager, Guest Services (Alaska Railroad)

Full Job Description

PURPOSE OF POSITION:

Manages the Guest Services Department. Coordinates all of Guest Services’ logistical needs with the Mechanical and Transportation departments, pull contractors, and onboard contractors including overall responsibility of the catering and janitorial contract(s). Supervises subordinate managers who are responsible for ARRC onboard program and responsibility of day-to-day oversight and quality control of food and beverage and janitorial contractors. Monitors and ensures customer satisfaction. Additionally, position will assist with the planning and execution of the ARRC Incident Management program and training, AVIEM Care Team involvement, USFS Whistle Stop program and will participate on ARRC Passenger Car Rehabilitation, when required.

Duties and Responsibilities:

Serves as the ARRC liaison to pull contractors for pull cars and Cruise Trains. Coordinates scheduling and overall logistics for those services. Manages all interfaces with new and existing customer’s chartering the Cruise Train annually, along with existing customers. Communicates with other internal departments on the needs and challenges of our cruise train and pull customers. Develops all service based contracts between customers and ARRC, where applicable. Communicates and coordinates with all contractors that support ARRC Cruise Train chartered operations (facilities, food and beverage/janitorial services, waste management)

Works with the Director, Guest Services to develop Request for Proposal for on-board catering and janitorial services, evaluates responses to the RFP and participates in contract negotiations. Plans and coordinates the catering and janitorial quality control program designed to ensure continuous service consistent within established standards. Administers quality control objectives complementary to corporate policies and goals. Creates and implements inspection criteria and procedures. Communicates quality control philosophy to key personnel in organization. Develops tools in conjunction with Manager, Onboard Services to provide quality control and quality assurance to ensure ARRC guests receive a consistent, high quality experience while using all ARRC services.

Works closely with the Director, Guest Services regarding the delivery of on-board services and passenger operations. Responsible for all aspects of ARRC charter operations, including food and beverage, janitorial, mechanical, and transportation coordination. Acts as liaison between Guest Services and Mechanical Departments to improve efficiency in the repair of items essential to quality customer service. Provides input on new products based on feedback from vendors and customers. Based on customer satisfaction data, collaborates with staff members to correct noted deficiencies in service and performance.

Works closely with the Mechanical and Transportation departments to plan summer operations and charters. Plans summer schedules, logistics and overall coordination of the summer passenger season. Manages charter trains. Responsible for coordination with customer and caterers. Manages all logistical functions of charters including coordination with the Mechanical and Transportation Departments. Develops planning tools to assist all internal departments, contractors, and customers interactions with passenger divisions.

Assists the Director, Guest Services in the planning and execution of ARRC’s incident management team training and drills. Additionally, this position plays a key role in the Alaska Railroad ICS during passenger incidents and emergencies and unusual operations. Acts as point of contract for ARRC Family Assistance contractor. Provides refresher training to applicable ARRC employees on annual basis, along with scheduling drills to test contractor support, when needed.

Supervises Manager, On-Board Services, and other subordinate staff, including participants in the Tour Guide Program. Provides overall supervisory support by counseling, coaching and directing activities of staff. Is responsible for hiring, training, disciplining and termination of staff as may be required.

Develops and delivers quality control training programs for Conductors, Guest Services staff, ESS front line positions, and other key personnel in conjunction with the managers for contract services. Responsible for administering Passenger Train Emergency Preparedness training to all employees and contractors that are required to have by federal regulation or ARRC policy.

Act as ARRC point-of-contact for all USFS Whistle Stop related duties. Works with ARRC accounting and USFS to complete annual Cost Share Agreement. Works with all internal stakeholders and USFS to complete updates to annual operating agreement and medium/long range planning efforts for business line.

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

FACTOR 1: Technical and Operational Knowledge

Knowledge of the tourism/travel industry, and ARRC passenger service products, services, and operations is required.

Must have a strong understanding of quality systems and policies, product development and dining processes. Must be detail oriented and well organized.

Must have knowledge/skills in food and beverage processing techniques, quality control systems and procedures and auditing skills. Experience in wholesale or retail sales and marketing is preferred.

Experience in developing and presenting training materials is preferred. Must have good analytical and problem solving skills. Must possess strong written and verbal communication skills.

Must have a thorough understanding of the principles and practices of supervision. Must have good working knowledge of Windows based computer programs, such as Excel, Word and Access.

Must have strong team facilitation, coaching and mentoring skills. Some experience in food science or flavor evaluation in the food or beverage industries is preferred.

Must possess a valid driver’s license.

FACTOR 2: Analytical Skills & Impact

Must be able to analyze product specifications to determine present standards and establish proposed quality and reliability expectancy of finished product.

Must be able to formulate quality control objectives complementary to corporate policies and goals. Must have good analytical and problem solving skills.

Must be able to develop and implement annual quality operating plans ensuring guest needs are built into key processes from concept to delivery.

Must be able to develop and deliver effective training programs. Must have the ability to analyze work methods and procedures in order to develop and implement work process improvements.

Must possess leadership skills and be a positive role model. Must demonstrate the ability recognize and respond effectively to unexpected situations and tight deadlines.

Must be able to adapt to changing priorities and work situations.

FACTOR 3: Supervision and Control

Supervises the Manager, On Board Services, the seasonal On-Board Supervisors, and the Tour Guide Program.

The incumbent is responsible for the daily oversight, training and team development of contract personnel to ensure high quality food, beverage, janitorial and hospitality service standards.

The incumbent trains and monitors Conductors regarding their oversight of the catering and janitorial contract. This position will manage multiple segments of the catering and janitorial contract.

Is responsible for short-term and long range planning activities and annual operating budget preparation.

FACTOR 4: Communication

The incumbent works with the food and beverage/ janitorial management, Guest Services managers and supervisors, train crews, ARRC management personnel, other contract catering representatives, and the general public.

The purpose of communications is to inform and instruct workers on proper processes and procedures, solicit information, investigate problem areas and complaints, and communicate resolutions.

May be required to speak publicly providing commentary to guests’ on-board trains.

Is also responsible for negotiating the terms of the catering and janitorial, USFS, Cruise Train Charter, Family Assistance contracts and resolving contract issues that arise.

FACTOR 5: Working Conditions

Work is sedentary; however, on occasion, incumbent may have to lift up to 25 lbs. Low chance of any hazards or injuries. Minimal physical effort is required, however, the incumbent will be working on-board trains for 12 to 14 hours per day during passenger season. Must be able to handle travel and willing to stay away from home overnight regularly during the summer and occasionally during the winter.

Requirements

Education Requirements

High school diploma or GED equivalent is required. Bachelor’s Degree in Business or Hospitality Management is preferred.

Work Experience

Required:

*Four (4) years of experience in catering/janitorial operations and/or food service quality control in a supervisory or management capacity.

*Two (2) years of transportation operations experience, preferably in the tourism industry.

*Experience in food and beverage processing techniques, development of quality control systems and procedures, and auditing skills.

Good analytical and problem solving skills are required.

Possess strong written and verbal communication skills.

Good working knowledge of Windows based computer programs, such as Word, Excel and Access.

Have strong team facilitation, coaching and mentoring skills.

Ability to handle conflict with tact and professional demeanor.

Be willing to work long hours.

Must always make safety of self, passengers and train crews the highest priority.

Certification/License Requirements

Possess a valid driver’s license.

Preferred Qualifications

Experience in wholesale or retail sales and marketing

Experience in developing and presenting training materials

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

Qualifications

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.

Additional Information

WORKPLACE ALASKA APPLICATION QUESTIONS & ASSISTANCE
Questions regarding application submission or system operation errors should be directed to the Workplace Alaska hotline at 1-800-587-0430 (toll free) or (907) 465-4095 if you are located in the Juneau area. Requests for information may also be emailed to recruitment.services@alaska.gov.

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