Specialist, On Board Services (Alaska Railroad)

State of Alaska•Anchorage, AK

4d•Onsite

About The 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.

Requirements

High School diploma or GED is required.
3 Months Lead/Supervisory experience is required.
3 Months Front Line Customer Service Experience is required.
Ability to obtain a CPR/First Aid certificate within 30 days is required.

Nice To Haves

ARRC OBS or Tour Guide Experience may be substituted for Lead/Supervisory experience.
ARRC OBS or Tour Guide Experience may be substituted for Front Line Customer Service Experience.
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.

Responsibilities

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.
Works with other supervisors.
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.
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.
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.