Senior Specialist On-Board Services (Alaska Railroad)

Job Description

PURPOSE OF 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.

Duties and 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.

FACTOR 1:

Technical and Operational Knowledge

Demonstrates knowledge of the operation and functionality of passenger rail coaches, including climate control, lighting systems, and restroom equipment, to ensure passenger comfort and service continuity. Monitors onboard service delivery, gathers customer feedback, and provides recommendations to improve operational efficiency and the overall guest experience. Maintains a strong understanding of the tourism and travel industry, Alaska Railroad’s passenger service offerings, and onboard operations. Applies sound supervisory principles and practices to effectively lead staff, support employee development, and promote a positive, service-oriented work environment.

FACTOR 2:

Analytical Skills and Impact

Monitors operational procedures and service delivery to identify opportunities for process improvements that enhance efficiency, customer satisfaction, and revenue generation. Applies sound judgment, critical thinking, and problem-solving skills to address a wide range of operational and customer service challenges. Exercises considerable independence in carrying out responsibilities while ensuring alignment with department objectives and Alaska Railroad standards. Work directly contributes to the success of passenger services, supporting organizational goals related to service quality, operational performance, and financial results. Performance is evaluated based on results achieved, customer satisfaction, operational effectiveness, and the successful attainment of established objectives.

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. E