Specialist, On Board Services (Alaska Railroad)

State Of Alaska • Anchorage, AK

10d • Onsite

About The Position

This position will not start until February 2026. 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

Requirements

• High School diploma or GED is required.
• 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.
• Ability to obtain a CPR/First Aid certificate within 30 days is required. Certification is provided as part of the onboarding process.

Nice To Haves

• 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.
• 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.

Benefits

• ARRC Pension Plan - Participation is mandatory. You are automatically enrolled in the Plan when you meet the eligibility requirement of your bargaining unit. Employees contribute 9% of their Earnings on a pre-tax basis. The Railroad is exempt from participation in Social Security; however, Medicare Tax is withheld. Participants vest with 5 years of eligible Vesting Service which entitles one to receive a pension benefit at retirement age.
• 401(k) Tax Deferred Savings Plan - Participation is optional. You may enroll once you meet the eligibility requirement of your bargaining unit. Depending on the bargaining unit, there may be an employer match.
• 457 Deferred Compensation Plan - Participation is optional for non-represented employees.
• Health Insurance Plan A comprehensive health insurance plan, self-insured by the ARRC and administered by Premera Blue Cross Blue Shield of Alaska. Coverage is also available for the employee's spouse and dependent children. ARRC and the participant share the premium cost. Bargaining unit employees are Eligibility after 90 days, and non-represented employees are eligible as of the date of hire. The Railroad offers a Prefered Provider Organization plan (PPO Blue Essentials) and a Consumer Directed Healthcare Plan with a Health Saving Account (Gold Essentials).
• The Railroad also offers two dental plans. The Railroad National Dental for represented employees. The Alaska Railroad Optional Dental Plan for both represented and non-represented employees.
• Vacation Leave -accrual per bi-weekly pay period: Represented Employees 0-3 Years of Service = 4 Hours >3-15 Years of Service = 6 Hours >15 Years of Service = 8 Hours Non-Represented Employees 0-3 Years of Service = 6 Hours >3-15 Years of Service = 8 Hours >15 Years of Service = 10 Hours
• Sick Leave: accrues at 4 hours (Represented) or 2 hours (Non-Represented) per pay period.
• 11 Paid holidays

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 51-100 employees