Senior Specialist On-Board Services State of Alaska - 3.9 Anchorage, AK Job Details Full-time 14 hours ago Benefits Paid holidays Disability insurance Health insurance Dental insurance 401(k) Pension plan Qualifications Customer communication High school diploma or GED First Aid Certification First aid and CPR Full 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. Ensures that safety guidelines and best practices are institutionalized in daily operations on-board trains. Ensures that performance of contract personnel responsible for food service and janitorial service on assigned trains meets ARRC expectations. Works cooperatively with other supervisory personnel responsible for overseeing on-board services. Utilizes a microphone to greet guests, inform them of important safety and operational announcements, then provides narration throughout the trip.

FACTOR 4

Communication Demonstrates exceptional interpersonal and customer service skills, fostering positive and productive relationships with internal and external stakeholders. Interacts professionally with Alaska Railroad employees, passengers, customers, vendors, and community partners, consistently representing the organization in a positive manner. Utilizes effective communication, leadership, and conflict-resolution skills to support staff performance and enhance the guest experience. Maintains the highest standards of courtesy, professionalism, integrity, and responsiveness, recognizing that outstanding service contributes to customer satisfaction, revenue generation, and Alaska Railroad's reputation within the community.

FACTOR 5

Working Conditions Work is performed primarily aboard passenger trains in a dynamic transportation environment, requiring extended periods of travel, irregular schedules, and long workdays. During the off-season, work is performed in an office setting and may include administrative, planning, training, and program development responsibilities. Position is based in Anchorage and will require overnight travel and extended stays away from the employee's home station. Flexibility to work weekends, holidays, and varying shifts is required to support operational and service needs. Minimum Qualifications Education Requirements High School diploma or GED. Physical Requirements Ability to stand and walk for up to 12 hours per shift. Work Experience 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. Certification/License Requirements Ability to obtain a CPR/First Aid certificate within 30 days. Certification is provided as part of the onboarding process. Preferred Qualifications Bachelor's degree in business, education or related degree. Experience developing and delivering training in the travel and tourism industry. The above reflects only the more significant details for the performance of the job and is not intended to be all inclusive. Additional Required Information Please include any

REQUIRED AND DESIRED QUALIFICATIONS

in your

APPLICANT

PROFILE and/or RESUME . If using work experience not already documented in your application, also provide the employer name, your job title, dates of employment and whether full- or part-time. Your application will be closely reviewed to determine if the responses are supported and minimum qualifications are clearly met. If they are not, the applicant will not advance to the interview and selection phase of the recruitment. Contact Information

WORKPLACE ALASKA APPLICATION QUESTIONS & ASSISTANCE

Questions regarding application submission or system operation errors should be directed to the Workplace Alaska hotline at 1-800-587-0430 (toll free) or (907) 465-4095 if you are located in the Juneau area. Requests for information may also be emailed to . For applicant password assistance please visit: https://www.governmentjobs.com/

OnlineApplication/User/ResetPassword Alaska Railroad Human Resources Department E-Mail:

Mailing Address:

P.O. Box 107500, Anchorage, AK 99510-7500

Street Address:

327

West Ship Creek, Anchorage, AK Fax Number:

(907) 265-2542 Alaska Railroad Corporation is an equal opportunity employer Alaska Railroad Corporation Benefits The following briefly describes the main benefits available to regular employees of the Alaska Railroad Corporation. Actual benefits differ by bargaining unit. Retirement Plans 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. Tier 2 Description (Employees hired after July 1, 2015) Normal Retirement Age is age 65, however, the plan allows one to retire as early as age 60. The formula for a monthly Normal Retirement Benefits is 2% x Final Average Earnings x all Credited Service. Early retirement, survivor and disability benefits are available for vested participants. 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. Insurance and Flexible Spending Plans All plans are optional except the RR Dental Plan for bargaining unit 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 Plans have the following features. 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. Paid Leave & Holidays 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 For additional information regarding these benefits, please go to www.alaskarailroad.com