Senior Specialist -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.

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…