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Transit Ambassador
Career Insights for Travel / Tour Guide
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Scorecard
Based on Massachusetts data
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What they do
A Travel or Tour Guide leads tours for groups of visitors or tourists. Leads tours of museums or famous or historic sites, and provides visitors with details and anecdotes about the history and significance of buildings, artwork or collections. Travels with a group of tourists, plans site visits and daily itineraries, interprets languages, and shares specialized knowledge about a country or city with the group.
$41,064 / year median in Massachusetts
+12% projected growth
Job Description
BRTA Hourly Wage Range:
\$21.00- \$22.
Knowledge and Experience:
- High School Diploma or equivalent.
- Ability to work without direct supervision.
- Ability to read, write and speak English.
- Ability to work flexible schedules that may include nights, weekends, and holidays.
- Computer literate.
- Prior transit experience desired
- Must have a valid MA driver license with clean driving record.
Skills:
- High level of attention to detail.
- Effective communication skills, both written and oral.
- Excellent Customer Service skills
- Strong organizational planning skills.
- Strong practical skills.
- Strong analysis and problem-solving skills.
Key Accountabilities:
Customer Engagement & Support- Actively engage with riders on platforms, in stations, and onboard vehicles to provide assistance and directions.
- Answer questions regarding routes, schedules, fares, and system services.
- Support riders with trip planning and wayfinding, including use of mobile apps and kiosks.
- Provide assistance to seniors, individuals with disabilities, tourists, and other riders needing additional support. Rider Outreach & Education
- Promote awareness of transit programs, service changes, and improvements.
- Educate riders on system policies, fare payment procedures, and safety guidelines.
- Participate in outreach campaigns, events, and community engagement initiatives.
- Distribute informational materials and resources. Safety & Environment Support
- Maintain a visible presence to enhance perceived and actual safety across stations and platforms.
- Observe and report safety concerns, suspicious activities, or maintenance issues.
- Support de-escalation of minor conflicts using customer service and communication skills.
- Coordinate with transit police, operations staff, or emergency services when necessary. Data Collection & Feedback
- Gather rider feedback, insights, and concerns to inform service improvements.
- Document interactions, observations, and incident reports as required.
- Support surveys and data collection efforts to assess rider experience. Operational Support
- Assist during service disruptions by providing real-time information and directing passenger flow.
- Help manage crowds during peak hours, events, or emergencies.
- Collaborate with operations and customer experience teams to ensure consistent messaging. Travel Training
- Conducts rider travel training on various modes including bus and community shuttle/ microtransit.
- Develops a level of confidence in transitioning Paratransit riders to bus services.
Benefits
- Dental Insurance