Job Details
Director, Guest Services (Alaska Railroad)
2025-08-20 State of Alaska Anchorage,AK
Description:
Minimum Qualifications
Minimum Qualifications
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The Alaska Railroad Corporation is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
Additional Required Information
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.
Contact Information
WORKPLACE ALASKA APPLICATION QUESTIONS & ASSISTANCE
Questions regarding application submission or system operation errors should be directed to the Workplace Alaska hotline at 1-800-###-#### (toll free) or (907) ###-#### if you are located in the Juneau area. Requests for information may also be emailed to
For applicant password assistance please visit:
Alaska Railroad Human Resources Department
E-Mail:
Mailing Address: P.O. Box 107500, Anchorage, AK 99510-7500
Street Address: 327 West Ship Creek, Anchorage, AK
Fax Number: (907) ###-####
Alaska Railroad Corporation is an equal opportunity employer
Alaska Railroad Corporation Benefits
The following briefly describes the main benefits available to regular employees of the Alaska Railroad Corporation. Actual benefits differ by bargaining unit.
Retirement Plans
ARRC Pension Plan - Participation is mandatory. You are automatically enrolled in the Plan when you meet the eligibility requirement of your bargaining unit. Employees contribute 9% of their Earnings on a pre-tax basis. The Railroad is exempt from participation in Social Security; however, Medicare Tax is withheld. Participants vest with 5 years of eligible Vesting Service which entitles one to receive a pension benefit at retirement age.
Tier 2 Description (Employees hired after July 1, 2015)
Normal Retirement Age is age 65, however, the plan allows one to retire as early as age 60. The formula for a monthly Normal Retirement Benefits is 2% x Final Average Earnings x all Credited Service.
Early retirement, survivor and disability benefits are available for vested participants.
401(k) Tax Deferred Savings Plan - Participation is optional. You may enroll once you meet the eligibility requirement of your bargaining unit. Depending on the bargaining unit, there may be an employer match.
457 Deferred Compensation Plan - Participation is optional for non-represented employees.
Insurance and Flexible Spending Plans
All plans are optional except the RR Dental Plan for bargaining unit employees.
Health Insurance Plan
A comprehensive health insurance plan, self-insured by the ARRC and administered by Premera Blue Cross Blue Shield of Alaska. Coverage is also available for the employee's spouse and dependent children. ARRC and the participant share the premium cost. Bargaining unit employees are Eligibility after 90 days, and non-represented employees are eligible as of the date of hire.
The Railroad offers a Prefered Provider Organization plan (PPO Blue Essentials) and a Consumer Directed Healthcare Plan with a Health Saving Account (Gold Essentials). The Plans have the following features.
The Railroad also offers two dental plans.
The Railroad National Dental for represented employees.
The Alaska Railroad Optional Dental Plan for both represented and non-represented employees.
Paid Leave & Holidays
Vacation Leave -accrual per bi-weekly pay period:
Represented Employees
0-3 Years of Service = 4 Hours
>3-15 Years of Service = 6 Hours
>15 Years of Service = 8 Hours
Non-Represented Employees
0-3 Years of Service = 6 Hours
>3-15 Years of Service = 8 Hours
>15 Years of Service = 10 Hours
Sick Leave: accrues at 4 hours (Represented) or 2 hours (Non-Represented) per pay period.
11 Paid holidays
For additional information regarding these benefits, please go to
01
Do you have a Bachelor's degree in business administration or related fieldORDo you have related professional work experience for education requirement on a year for year basis?
02
Do you have eight (8) years of experience in customer service and operations within travel/tourism?
03
Do you have four (4) years in management or supervision experience?
04
Do you have experience with budgets, performance metrics, customer service training, and operational goal setting?
05
Are you proficient with spreadsheets, databases, and related data tools?
06
Do you have experience with service operations such as reservations/ticketing systems, guest services, and hospitality or tourism functions, with a demonstrated commitment to exceptional customer service?
07
Do you have knowledge of collective bargaining agreements and ability to lead in a unionized environment?
08
Do you have a valid driver's license? AND Does your current three-year driving record reflect TWO OR LESS violations, and no Driving Under the Influence (DUI) convictions within the last three years?
09
Are you able to perform this position's duties with, or without, reasonable accommodations?
Required Question
Salary: Depends on Qualifications
Location : Anchorage, AK
Job Type: Full Time
Job Number: 2025-071
Department: Alaska Railroad Corporation
Opening Date: 08/18/2025
Closing Date: 9/1/2025 2:00 PM Alaska
Position Open To: All Applicants
Bargaining Unit: RR - Non Represented
Range: NR10
Job Description
PURPOSE OF POSITION:
The Director of Guest Services leads all Alaska Railroad Corporation (ARRC) guest service operations, ensuring exceptional experiences for passengers throughout the entire journey. This role provides strategic direction, operational oversight, and staff leadership for onboard services, ticketing, depot operations, food service, gift shops, and the Tour Guide program. The position drives service excellence through measurable performance metrics, employee engagement, continuous improvement, and alignment with corporate goals in safety, revenue generation, brand reputation, and customer loyalty.
Duties and Responsibilities:
Operational Leadership
- Lead and manage all Guest Services functions: Reservations & Ticketing, Onboard Services, Tour Guide Program, Food & Beverage, Gift Shops, Depot Operations, and Baggage Services.
- Implement customer service standards aligned with ARRC brand goals and guest satisfaction benchmarks (e.g., NPS, CSAT, complaint resolution time).
- Ensure operational readiness, cleanliness, accessibility, and safety of depot facilities in coordination with Facilities and contracted janitorial services.
- Build and maintain a high-performing, guest-focused team through training, coaching, and recognition.
- Develop and enforce standardized procedures and training programs to ensure consistent, high-quality guest experiences across all service touchpoints.
- Introduce and monitor key performance indicators (KPIs) related to guest satisfaction, service delivery, response times, service recovery, and employee engagement.
- Partner with Marketing to design, test, and implement service offerings that improve value, efficiency, sustainability, and accessibility.
- Identify service gaps through data analytics, guest feedback, and field observations; lead improvement initiatives accordingly.
- Collaborate with the VP, Marketing & Customer Service to develop department strategy, annual business plans, and measurable goals.
- Use data insights to recommend innovations that improve guest satisfaction, staff productivity, and profitability.
- Lead or support initiatives contributing to company-wide performance, safety, and customer service objectives.
- Serve as liaison between Guest Services and other ARRC divisions (Transportation, Mechanical, MOW, Real Estate) to coordinate delivery and logistics supporting exceptional guest service.
- Develop relationships with key accounts, vendors, and service partners to maintain service standards and resolve escalated issues.
- Oversee department budgeting, forecasting, and cost control to align with revenue goals and service expectations.
- Establish and monitor financial performance metrics (e.g., cost per guest served, revenue per seat).
- Manage food service contracts in collaboration with Procurement, ensuring quality, value, and compliance.
- Lead Guest Services' contribution to ARRC's Passenger Emergency Response Plan, ensuring team readiness, training, and incident management capability.
- Oversee the Family Assistance Program and ensure resources are available for emergency events.
- Perform additional duties as assigned by the Vice President, Business Development.
- Participate in cross-functional initiatives to enhance the overall ARRC passenger experience and support strategic growth.
- Thorough knowledge of customer service principles, contract administration, policy implementation, budget development and monitoring, supervision, and human resources.
- Strong understanding of railroad operations, reservations/ticketing systems, onboard services, station operations, and gift shop management.
- Knowledge of capital and operating budget processes, collective bargaining agreements, and food & beverage management fundamentals.
- Familiarity with safety regulations, emergency preparedness, incident management, and compliance requirements.
- Ability to project a positive safety culture and motivate staff under varying conditions.
- Proven leadership skills with ability to organize and manage multiple priorities.
- Valid driver's license required.
- Ability to analyze operational processes and implement improvements for efficiency and guest satisfaction.
- Skilled in problem-solving, prioritization, and judgment across multiple operational areas.
- Evaluate unit performance to maximize people and equipment resources in both short-term and long-range planning.
- Review operational and financial reports to identify opportunities for profit growth, cost control, and margin improvement in gift shop and food service operations.
- Conduct investigations into personnel matters or safety incidents; negotiate with union representatives; prepare required reports in compliance with procedures.
- Responsible for all Guest Services Department operations.
- Works closely with VP, Marketing and Customer Service; Passenger Sales and Marketing; and other ARRC departments to maximize use of resources in pursuit of service excellence.
- Communicate with internal staff, management, customers, vendors, contractors, government agencies, and the public to ensure compliance with policies, safety rules, and regulations.
- Maintain strong partnerships with service providers, tour operators, and other passenger service stakeholders.
- Coordinate with Passenger Sales and Marketing to define passenger expectations and train Guest Services staff to meet them consistently.
- Prepare clear, accurate written procedures, training plans, and guest communication materials.
- Combination of office and field work; irregular hours and flexible scheduling required.
- Exposure to railroad tracks, yards, repair shops, varying weather conditions, noise, dust, grease, and moving equipment.
- Must wear personal protective equipment as required.
- This is a safety-sensitive position subject to FRA drug/alcohol testing and background check requirements.
Minimum Qualifications
Minimum Qualifications
- Bachelor's degree in business administration or related field; four (4) years of relevant professional experience may substitute.
- Eight (8) years of experience in customer service and operations within travel/tourism, including four (4) years in management or supervision.
- Experience with budgets, performance metrics, customer service training, and operational goal setting.
- Proficiency with spreadsheets, databases, and related data tools.
- Experience with service operations such as reservations/ticketing systems, guest services, and hospitality or tourism functions, with a demonstrated commitment to exceptional customer service
- Knowledge of collective bargaining agreements and ability to lead in a unionized environment.
- Valid driver's license.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The Alaska Railroad Corporation is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
Additional Required Information
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.
Contact Information
WORKPLACE ALASKA APPLICATION QUESTIONS & ASSISTANCE
Questions regarding application submission or system operation errors should be directed to the Workplace Alaska hotline at 1-800-###-#### (toll free) or (907) ###-#### if you are located in the Juneau area. Requests for information may also be emailed to
For applicant password assistance please visit:
Alaska Railroad Human Resources Department
E-Mail:
Mailing Address: P.O. Box 107500, Anchorage, AK 99510-7500
Street Address: 327 West Ship Creek, Anchorage, AK
Fax Number: (907) ###-####
Alaska Railroad Corporation is an equal opportunity employer
Alaska Railroad Corporation Benefits
The following briefly describes the main benefits available to regular employees of the Alaska Railroad Corporation. Actual benefits differ by bargaining unit.
Retirement Plans
ARRC Pension Plan - Participation is mandatory. You are automatically enrolled in the Plan when you meet the eligibility requirement of your bargaining unit. Employees contribute 9% of their Earnings on a pre-tax basis. The Railroad is exempt from participation in Social Security; however, Medicare Tax is withheld. Participants vest with 5 years of eligible Vesting Service which entitles one to receive a pension benefit at retirement age.
Tier 2 Description (Employees hired after July 1, 2015)
Normal Retirement Age is age 65, however, the plan allows one to retire as early as age 60. The formula for a monthly Normal Retirement Benefits is 2% x Final Average Earnings x all Credited Service.
Early retirement, survivor and disability benefits are available for vested participants.
401(k) Tax Deferred Savings Plan - Participation is optional. You may enroll once you meet the eligibility requirement of your bargaining unit. Depending on the bargaining unit, there may be an employer match.
457 Deferred Compensation Plan - Participation is optional for non-represented employees.
Insurance and Flexible Spending Plans
All plans are optional except the RR Dental Plan for bargaining unit employees.
Health Insurance Plan
A comprehensive health insurance plan, self-insured by the ARRC and administered by Premera Blue Cross Blue Shield of Alaska. Coverage is also available for the employee's spouse and dependent children. ARRC and the participant share the premium cost. Bargaining unit employees are Eligibility after 90 days, and non-represented employees are eligible as of the date of hire.
The Railroad offers a Prefered Provider Organization plan (PPO Blue Essentials) and a Consumer Directed Healthcare Plan with a Health Saving Account (Gold Essentials). The Plans have the following features.
The Railroad also offers two dental plans.
The Railroad National Dental for represented employees.
The Alaska Railroad Optional Dental Plan for both represented and non-represented employees.
Paid Leave & Holidays
Vacation Leave -accrual per bi-weekly pay period:
Represented Employees
0-3 Years of Service = 4 Hours
>3-15 Years of Service = 6 Hours
>15 Years of Service = 8 Hours
Non-Represented Employees
0-3 Years of Service = 6 Hours
>3-15 Years of Service = 8 Hours
>15 Years of Service = 10 Hours
Sick Leave: accrues at 4 hours (Represented) or 2 hours (Non-Represented) per pay period.
11 Paid holidays
For additional information regarding these benefits, please go to
01
Do you have a Bachelor's degree in business administration or related fieldORDo you have related professional work experience for education requirement on a year for year basis?
- Yes
- No
02
Do you have eight (8) years of experience in customer service and operations within travel/tourism?
- Yes
- No
03
Do you have four (4) years in management or supervision experience?
- Yes
- No
04
Do you have experience with budgets, performance metrics, customer service training, and operational goal setting?
- Yes
- No
05
Are you proficient with spreadsheets, databases, and related data tools?
- Yes
- No
06
Do you have experience with service operations such as reservations/ticketing systems, guest services, and hospitality or tourism functions, with a demonstrated commitment to exceptional customer service?
- Yes
- No
07
Do you have knowledge of collective bargaining agreements and ability to lead in a unionized environment?
- Yes
- No
08
Do you have a valid driver's license? AND Does your current three-year driving record reflect TWO OR LESS violations, and no Driving Under the Influence (DUI) convictions within the last three years?
- Yes
- No
09
Are you able to perform this position's duties with, or without, reasonable accommodations?
- Yes
- No
Required Question