Specialist, On Board Services (Alaska Railroad)

State of Alaska-posted 11 months ago
Full-time • Entry Level
Anchorage, AK
5,001-10,000 employees
Executive, Legislative, and Other General Government Support
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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.

  • 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.
  • Resolves customer and employee issues and complaints regarding food service, passenger comfort, and the overall passenger experience.
  • Utilizes the microphone to deliver clear and engaging commentary, including essential safety and operational announcements.
  • Coordinates boarding and de-boarding process at Seward, Anchorage, Talkeetna, Denali, and Fairbanks.
  • Works with food service contractor providing passengers with menus and dining options.
  • Performs daily janitorial and maintenance of passenger coaches while en route.
  • Responds to all emergency situations On-Board trains.
  • Coordinates with Guest Services management on charter trains.
  • High School diploma or GED is required.
  • Six months of experience in passenger operations or front line customer service experience is required.
  • Six months of experience in a lead or supervisory role is required.
  • 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.
  • Previous railroad operations experience is preferred.
  • Previous experience in the tourism industry is preferred.
  • ARRC Pension Plan - Participation is mandatory.
  • 401(k) Tax Deferred Savings Plan - Participation is optional.
  • 457 Deferred Compensation Plan - Participation is optional for non-represented employees.
  • Comprehensive health insurance plan, self-insured by the ARRC.
  • Two dental plans available.
  • Vacation Leave accrual based on years of service.
  • Sick Leave accrual based on employment status.
  • 11 Paid holidays.
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