Specialist, On Board Services (Alaska Railroad)

Specialist, On Board Services (Alaska Railroad) Salary Depends on Qualifications Location Anchorage, AK Job Type Seasonal Job Number 2026-022A Department Alaska Railroad Corporation Opening Date 03/27/2026 Closing Date 3/30/2026 1:00 PM Alaska Position Open To All Applicants Bargaining Unit RR - Non Represented Range NR03 Description Benefits Questions Job Description Please note that this is a seasonal position and will start in April 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

On-Board Duties and Responsibilities:

Anchorage Based Specialists 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. Fairbanks Based Specialists Works with other supervisors. 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. Mentors, evaluates and leads assigned employees. Reports problems and issues to the Manager, On-Board Services. Talkeetna Based Specialists 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. Reports problems and issues to the Manager, On-Board Services. All Specialists 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 Board 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.

FACTOR 1

Technical and Operational Knowledge Exhibits knowledge of basic operation of passenger coaches. Operates air, heating, and lighting controls, and recycles bathrooms for passenger comfort. Evaluates the effectiveness of on-board service by reporting feedback from customers and developing recommendations for improvement. Displays knowledge of tourism/travel industry and ARRC On-Board services. Exhibits a basic knowledge of accounting procedures to ensure accountability of cash. Demonstrates knowledge of the principles and practices of supervision.

FACTOR 2

Analytical Skills and Impact Monitors work methods and procedures, and implements work process improvements to increase customer satisfaction and sales. Possesses the ability to problem solve and exercise judgment over a variety of broadly defined duties. Work has an impact on ARRC meeting its financial goals for passenger services. Work is evaluated in terms of results achieved and objectives met.

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 Exhibits skill in maintaining effective working relationships with internal and external customers and demonstrates ability to establish and maintain guest relations. Contacts include, but are not limited to, ARRC employees, guests, customers and vendors. Effective communication skills enhance work efforts of the staff. Courtesy, alertness, integrity, and efficiency in serving the guest affects the revenue to the railroad and promotes good relations in the community.

FACTOR 5

Working Conditions Work is performed on the train, requiring long hours and extensive traveling. During the winter season, work is also performed in an office setting. Positions will be based in either Anchorage or Fairbanks and work will require nights away from original home station. Minimum Qualifications Education Requirements High School diploma or GED is required. Work Experience 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. Certification/License Requirements Ability to obtain a CPR/First Aid certificate within 30 days is required. Certification is provided as part of the onboarding process. Preferred Qualifications 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. 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 recruitment.services@alaska.gov . For applicant password assistance please visit: https://www.governmentjobs.com/

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

arjobinfo@akrr.com

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 01 Do you have a high school diploma or GED equivalent? Yes No 02 Do you have 3 months of Lead/Supervisory experience OR ARRC OBS or Tour Guide Experience that can be substituted? Yes No 03 Do you have 3 months of front line customer service experience OR ARRC OBS or Tour Guide Experience that can be substituted? Yes No 04 Will you be available to begin in-person employment, onboarding on, and have all HR onboarding requirements completed prior to the start date? Yes No 05 Do you have the ability to obtain a CPR/First Aid certificate within 30 days of hire? Yes No 06 Are you able to overnight in Fairbanks as needed? Yes No 07 Are you able to perform this position's duties with, or without, reasonable accommodations? Yes No Required Question Employer State of Alaska Address PO Box 110201 Juneau, Alaska, 99811 Phone (800) 587-0430 (Statewide toll-free number) (907) 465-4095 (Juneau and out-of-state callers) Website http://workplace.alaska.gov/