Specialist, On Board Services (Alaska Railroad)

Full Job Description

PURPOSE OF POSITION: An On-Board Specialist is a dynamic and customer-focused professional responsible for delivering exceptional guest experiences aboard Alaska Railroad trains.

This role involves providing engaging commentary and narration to educate and entertain passengers while ensuring their comfort, safety, and satisfaction throughout the journey.

Specialists act as team leaders, motivating and directing the Tour Guides, coordinating with crew members, and addressing passenger needs efficiently.

They excel in high-pressure environments, managing multiple responsibilities such as conflict resolution, enforcing safety protocols, and maintaining a positive and energetic presence during long hours.

Works on coordinating the logistics for special event trains and charters; rides on the trains and ensures these events go smoothly On-Board

Duties and Responsibilities:

Anchorage Based Specialists 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 leads assigned employees. Reports performance of assigned employees to the Manager, On-Board Services. Ensures all On-Board staff meet ARRC service and performance expectations. 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 the Manager, On-Board Services. Fairbanks Based Specialists Works with other supervisors. Reports performance of assigned employees to the Manager, On-Board Services. Ensures all On-Board staff meet ARRC service and performance expectations. 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. Mentors, evaluates and leads assigned employees. Reports problems and issues to the Manager, On-Board Services. Talkeetna Based Specialists Works directly with the conductor on the Hurricane Turn train. Addresses all customer service and On-Board issues not related to train movement. Coordinates directly with Talkeetna depot staff to ensure the train is clean, stocked, and ready to go. Reports problems and issues to the Manager, On-Board Services. All Specialists Utilizes the microphone to deliver clear and engaging commentary, including essential safety and operational announcements. Provides detailed narration to enhance the passenger experience, sharing insights into Alaska’s history, landmarks, wildlife, and culture, ensuring that each journey is both educational and entertaining Board

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. May assist with selling tickets onboard and managing accounting paperwork, while ensuring awareness of the process involved. 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 On-Board 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 On-Board. 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.

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 On-Board 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 and 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.

Utilizes a microphone to greet guests, inform them of important safety and operational announcements, then provides narration throughout the trip.

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 promotes 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.

Requirements

Education Requirements

High School diploma or GED is required.

Work Experience

• 3 Months Lead/Supervisory experience is required.

or

ARRC OBS or Tour Guide Experience may be substituted.

• 3 Months Front Line Customer Service Experience is required.

or

• ARRC OBS or Tour Guide Experience may be substituted.

Certification/License Requirements

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

Preferred Qualifications

• ARRC OBS or Second-Year Tour Guide Experience is preferred.
• Experience in training, coaching, or leading/teaching others preferred.
  • Previous experience in the tourism industry is preferred.
  • Comfortable performing routine and emergency cleanup tasks, including basic janitorial duties, and assisting when incidents or service disruptions occur is preferred.

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

Qualifications

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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