Specialist, Board Services - Talkeetna; Alaska Railroad

Job Description

Please note that this is a seasonal position and will start in April 2026.

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.

The role includes coordinating logistics for special event trains and charters; rides on the trains and ensures these events go smoothly On‑Board.

• 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.
• Resolves customer and employee issues and complaints regarding food service, passenger comfort, and the overall passenger experience.

• 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.
• Resolves customer and employee issues and complaints regarding food service, passenger comfort, and the overall passenger experience.
• Mentors, evaluates and leads assigned employees.

• Works directly with the conductor on the Hurricane Turn train.
• Addresses 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.

• 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.
• Coordinates boarding and de‑boarding processes at Seward, Anchorage, Talkeetna, Denali, and Fairbanks.
• Assists with selling tickets onboard and managing accounting paperwork.
• Works with food service contractor to provide timely menus and dining options.
• Manages lost and found items and coordinates 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.
• Responds to all emergency situations on board trains, initiates safety or evacuation as directed by the conductor, and is first aid qualified.
• Coordinates and provides support in emergencies until relieved by Manager On Duty or Emergency Medical Services.
• Makes recommendations on efficient operation formats for special train events and coordinates with Security and Mechanical departments.
• May be required to participate in Incident Command exercises and activities.

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.

Monitors work methods and procedures, and implements work process improvements to increase…