Station Master

The purpose of this position is to lead a team of Station Agents, Customer Service Agents, Passenger Ambassadors, Car Park Controllers and Car Park Attendants to deliver a safe, reliable, world class and customer focused station environment.

• Lead and motivate a team of Station Agents and Customer Service Agents to deliver a safe, reliable, world class and customer focused station services.
• Shift / duty ‘landlord’ of a station and all persons working in a station are subject to his/her authority.
• Ensuring that the station facilities are in a safe and good working order.
• Provide effective communications and information with internal and external parties in an efficient and timely manner.
• Deliver public announcements and ensure all train and station information is correct, clear and up to date.
• Responsible for the efficient and safe evacuation of station premises in the event of fire or other emergency situations.
• Monitor and maintain station operational status and ensure the safety and comfort of passenger movement within the station premise;
• Undertake a comprehensive checking itall station equipment and facilities to ensure that they are in good order andall staff are smartly presented and fully briefed prior to the start of shift.
• Control and avoid overcrowding in station and platforms and to ensure that passengers are entering/exiting the station in an orderly fashion.
• Deliver essential messages to passenger via audio or visual means in a timely and proactive manner to avoid confusion, frustration and anger.
• Monitor and control the direction of the fare gates in accordance with the flow of passengers, and in the event of emergency.
• Provide ticket sales, train services information and respond to passenger enquiries.
• Distribute publicity materials and handle lost property.
• Render all possible assistance to customers, in particular those with special needs, to enhance customer service and safety.
• Managing and overseeing cash collection, management and reconciliation in the station when required.
• Reporting faults and informing the Fault Controller (FC) of and any malfunction and failure of equipment.
• Reporting faults and informing Train Controller of any occurrences which may have an impact on train operation
• Prepare incident/accident reports and inform concern authorities
• Maintaining the DM001-OPE-STA-FO-00039 Station Logbook with details of all issues and incidents.
• Meet and greet customers and provide a high level of customer service.
• Conducts Performance Review for the Station Agents and Customer Service Agents within the assigned stations.
• Perform shift and emergency duties when required; andcarry out other duties as instructed / directed by the Group Station Supervisor, Passenger Services Manager, Passenger Services Manager, Assistant Passenger Services Manager.

• A mature, proactive and responsible approach to work with initiative and problem solving capability.
• Ability to liaise in a professional and persuasive manner with staff at all levels in the organisation.
• Good communication skills and the ability to manage multiple tasks efficiently and work productively in a fast-paced, team-oriented environment.
• Good literacy and numeracy skills required for the role.
• Ability to understand complex systems and possess good IT skills.
• Strong organisational skills, detail oriented, and the ability to handle multiple priorities.

• Excellent knowledge of the station environment;
• Thorough understanding of station operations and associated activities;
• Awareness and understanding of the relevant work instructions and procedures.

• Preferably 3 years (minimum 2 years) experience in supervising a team of front line staff delivering customer services in a metro station or equivalent.

• Ideally a degree holder or higher diploma of post-secondary education in a related discipline.