Station Agent - Denali (Alaska Railroad)

Please note that this is a seasonal position.

PURPOSE OF POSITION:
To perform duties related to serving the traveling public including ticketing, baggage service and selling tour packages.

Duties and Responsibilities:

Acts as liaison between personnel, vendors, hotels, cruise operators, and other transportation services regarding traffic flow and baggage handling issues.  Resolves problems regarding lost or damaged bags, keeps an inventory control of all revenue baggage checks.

Represents the railroad as point of contact between Railroad and public, passengers, tour operators, and hotels in respective area.  Resolves problems with customers, vendors, and on-board sales.  Assists with boarding problems and issues.

Loads/unloads, stows, and delivers baggage to and from trains using a fork lift.  Operates ARRC vehicles (sedans, pickup trucks) requiring a valid driver’s license.

Responsible for all general housekeeping and maintenance of building and grounds.  Ensures property is clean and in orderly condition.

Performs, as needed, the passenger service duties of ticket and tour package sales, telephone sales, and other passenger service marketing tasks.  Uses a computerized reservation system to sell tickets and make seat assignments.

Maintains control, ensures adequate supplies, and maintains current records of all ticket stock, monies, and other forms utilized in station operations.  Issues cash banks to ticket agents as needed.  Makes change orders on a daily basis.  Compiles report of business transactions on a daily basis.

Develops work schedule for employees to ensure adequate service to customers, tour agencies, hotels, cruise operators, and the general public.  Monitors performance standards; trains and coaches employees on safety standards and operating procedures; and notifies supervisor of any strengths or weaknesses in work methods.  Conducts weekly safety meetings.

Contributes to team effort by accomplishing related results as needed.

Factor 1 – Skill and Knowledge

 High school diploma or GED equivalent is required. Six months of verifiable front-line customer service experience is required.  One year of experience in the travel or tourism industry is preferred.  Skill to operate a computerized reservation system is preferred.  Skill and ability to deal tactfully with the public is required.   Must have skill in operating a 10-key machine.  Must have the skill and ability to keep inventory control of passenger tickets and revenue baggage checks.  Basic knowledge of accounting procedures to handle money, make change, and reconcile total cash balance daily is required.  Knowledge of passenger and baggage tariffs, various forms of allowable payment for tickets, railroad services, schedules, baggage allowances, rules and regulations of the department is preferred.  Previous experience operating a forklift is preferred.  Must possess a valid driver’s license. 

 Factor 2 - Responsibility

Incumbent is responsible for maintaining a clean and orderly station and grounds, safeguarding monies and ticket stock, and ensuring the station’s security during performance of duties and off time.   Incumbent must reconcile cash balance on a daily basis and submit report to the Passenger Operations Supervisor, Seward, or to the Accounting Manager, Passenger Services, Anchorage.  Uses own judgment in resolving passenger problems, complaints and routine problems of day-to-day operation of station.  Safely operates forklift to load/unload, stow, and deliver baggage to and from trains.

Work is performed under the general direction of the Manager, Guest Services, Manager, Fairbanks Depot Operations and/or Passenger Operations Supervisor, Seward,   Uses own judgment in planning and carrying out work assignments.  Set priorities in accordance with workload and established instructions, policy, and procedures. 

 Relatively specific directives (ARRC Passenger and Baggage Tariffs, ARRC Timetable, Timetable Bulletins and Operating Circulars) are issued for instructions relevant to standard procedures and established policies.

 Factor 3 - Physical Effort

Work requires physical exertion, lifting/carrying baggage, bending, stooping, etc. in performance of day-to-day duties and general housekeeping of station and grounds.   When operating the forklift, moderate physical effort is used in operating the controls, driving, and loading/unloading baggage varying from 40-100 pounds.

Factor 4 - Working Conditions

Incumbent is required to work inside and outside of station depot in current weather conditions.  Work involves exposure to moderate risks and discomforts, i.e., dusty, dirty, working around moving train/vehicles, which require special safety precautions. 

Required:

-High school diploma or GED equivalent
-Six months of verifiable front-line customer service experience.
-Basic knowledge of accounting procedures to handle money, make change, and balance revenue and reports.  
-Skill in operating a 10-key machine  
-Must be people oriented and have excellent communication skills.  
-Must be able to use judgment in problem solving situations.  
-Must possess a valid driver’s license.
 
Preferred:

-One year experience in travel or tourism industry.  
-Ability to operate a computerized reservation system. 
-Knowledge of Railroad terminology, passenger and baggage tariffs, services, schedules, and ticketing procedures.  
-Previous experience operating a forklift

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.
 
 
IF you are selected for an interview, then you MUST be able to submit a copy of a current driving record that reflects the past three (3) years of driving history.
 
The State of Alaska DMV Driving Records are available online: https://online.dmv.alaska.gov/onlinedrivingrecords

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.
 
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