Senior Specialist On-Board Services (Alaska Railroad)

State of Alaska•Anchorage, AK

13d•Hybrid

About The 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. The Senior On-Board Specialist coordinates and supports special event trains and charter operations, planning logistics and riding trains as needed to ensure smooth execution. This role trains and mentors staff, resolves customer concerns, collaborates with train crews, and serves as a visible leader who promotes teamwork, operational excellence, and outstanding passenger experiences throughout the journey.

Requirements

High School diploma or GED.
Ability to stand and walk for up to 12 hours per shift.
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.
Ability to obtain a CPR/First Aid certificate within 30 days. Certification is provided as part of the onboarding process.

Nice To Haves

Bachelor’s degree in business, education or related degree.
Experience developing and delivering training in the travel and tourism industry.

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 Alaska’s 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.