Depot Services Associate - Fairbanks (Alaska Railroad)

PURPOSE OF POSITION:

To operate a complex and comprehensive computerized reservation system to place reservations, sell and issue passenger tickets, make travel reservations, provide passenger rail and tour information, and coordinate boarding activities.  To operate and maintain the inventory of the Gift Shop at the Fairbanks Depot.

Duties and Responsibilities:Provides customer service by greeting customers, answering questions, and assisting with travel plans.  Coordinates individual bookings by determining travel dates and destination.

 Makes travel reservations using a computerized reservation system.     Prints and issues tickets and refunds.     Prepares conductor's manifest and notification of seat assignments.Responsible for the operation of the Gift Shop in the Fairbanks Depot.

 Duties include opening and closing of the store, setting up and putting away displays as needed; arranging merchandise to promote sales; operating cash register, using computer inventory tracking system, and credit card machine.   Provides service to the public by answering inquiries regarding the Railroad's passenger, baggage, and related information, i.e. quotes rates regarding passenger fares, baggage allowances and excessive baggage rates, tours, events, activities, and other information of interest.  Compiles daily balanced sales transaction reports and submits them to the Accounting Manager.

 Responsible for cash advance fund and safeguarding tickets and all monies collected from sale of tickets and merchandise.  Collects payment by credit card and maintains confidentiality of credit card information.  Operates cash register, computer inventory tracking system, and credit card machine.Coordinates depot activities to ensure train's timely departure and follow-up activities in preparation for the next scheduled train.Contributes to team effort by accomplishing related duties as needed.Assign seats for all trains using passenger requests and department guidelines to make seating selections.

FACTOR 1:  Knowledge Required

Ability to use a comprehensive computerized reservation system to book reservations coupled with knowledge of ARRC reservation/ticketing procedures, basic computerized cash register system and inventory control system.   Six months of sales store operations experience is required.

Ability to type 25 wpm.  Must possess basic office skills to include operational knowledge of a 10-key machine, copier, and fax machine.  Requires the ability to handle money and make change under pressure and skill in operating a 10-key machine, cash register and credit card machine.

Must possess excellent customer service skills to handle people in a professional, tactful, and courteous manner.  Good telephone etiquette to promote travel and tour railway services is required.   Thorough knowledge of ARRC schedules, passenger and baggage tariffs, and tour packages.  Basic knowledge of correct tickets, prices, operating circulars, and timetable bulletins.

FACTOR 2:  Supervisory Control

Incumbent works under general guidance and direction of the Lead Depot Services Associate and overall supervision from the Manager, Northend Guest Services, Incumbent takes direction regarding gift shop related concerns from the Manager, Passenger Depot Operations. Incumbent works independently using own judgment in planning, setting priorities, and completing work assignments in accordance with established instructions, accepted practices, policy and procedures.

 Lead Associate and Manager are available for assistance in handling unusual situations.   Performance is reviewed in terms of timeliness in making reservations, gift shop sales and inventory, accuracy of sales transactions reports and cash balances, comments received from customers, and end of shift and voucher reports.

FACTOR 3:  Guidelines

Established procedural guidelines, i.e., Passenger Service Procedures, Tariffs and Schedules, are available but must use judgment in their application to specific situations or problems.  A desk manual containing procedures, tariffs, schedules, etc. is used when assisting customer with their travel needs.

 Manager is available for guidance in unusual situations.   Incumbent and Lead Depot Services Associate determine causes for any overages or shortages of cash, etc. when preparing reports. Established gift shop operational procedures are utilized; i.e., accountability of sales, inventory, safeguarding the change fund and cash received for purchases, and balance the end of the day accounting paperwork (Cash, Credit Cards, Checks/ Traveler's Checks and ARRC internal orders).

FACTOR 4:  Complexity

Incumbent is responsible for making reservations, issuing tickets via a computerized system, and safeguarding credit card information and ticket stock during performance of duties.  A computerized reservation system is used to book travel itineraries.

  Incumbent must use judgment in locating and correcting errors in preparing daily sales transaction reports.   Associate must handle money and make change under pressure of high volume of customers and train schedules.   Associate must safeguard cash fund, ARRC Travel Vouchers, and ticket stock during performance of duties.

This position ensures  the gift shop is stocked and organized, items are well displayed, price tags are accurate, storeroom inventory is kept up-to-date and well organized at all times.   Ensures security of gift shop stock at all times.  Accountable for all monies and sales transaction reports.

 Resolves problems resulting from inventory, accounting discrepancies and cash register or credit card machine malfunctions. During train check-in, associate collects, tags and moves passenger's luggage.

FACTOR 5:  Scope and Effect

Incumbent must be tactful and professional at all times since Associate's attitude can be considered a reflection of the railroad's policy.  Courtesy, alertness, efficiency, and integrity in serving the public affect overall operations and economic income of the railroad. Accuracy in handling cash funds, merchandise pricing, maintenance of inventory, checking luggage to correct location all has a direct impact on income for ARRC.

FACTOR 6:  Personal Contacts

Contacts are with the general public, Manager, Northend Guest Services, Manager, Passenger Depot Operations, Lead Depot Services Associate, Train Crew, Lead Passenger Service Agent (ANC), Manager, Reservations and Ticketing, Gift Shop Inventory Technician, Accounting Technician/Passenger Service, and other ARRC employees.  Public includes individuals and groups, travel agents, tour guides, reservation agents for hotels, cruise lines, and tour companies.

FACTOR 7:  Purpose of Contact

Contact with employees are for the purpose of coordinating work efforts, exchanging information, and resolving problems.  The public contact is for the purpose of selling tickets and tour packages, booking reservations, accepting money, making change, turning in monies, replenishing ticket supply, gift shop inventory, and change, coordinating depot activities, working with agencies, resolving routine and complex problems/complaints, sales of ARRC gift shop merchandise, and answering inquires, and promoting rail services and products.

FACTOR 8:  Physical Demands

Work requires extended periods of standing at ticket counter or gift shop counter, or sitting at desk.  Associates are required to collect, tag and move passenger's luggage.

 Requires the ability to lift up to 50 lbs.  May involve irregular work schedules.

FACTOR 9:  Work Environment

Work involves moderate risk of discomfort which requires safety precautions; i.e., moving displays from ticket counter to gift shop, moving and unpacking boxes, organizing stock on shelves in gift shop and working around trains.  Collecting, tagging and moving passenger's luggage during train check-in.

Required Qualifications:

• High school diploma or GED.

• One year of verifiable front-line customer service experience.

• Six months of sales store operations experience.

• Must possess the ability to type 25 wpm.

• Requires skill and knowledge to operate a computerized reservation system and 10-key machine, fax, copier, and related office equipment.

• Must have excellent communication (including in-person, written and telephone etiquette) and interpersonal skills.

• Knowledge of reservation procedures, basic accounting procedures, schedules, passenger and baggage tariffs, and tour packages is helpful.

• Ability to handle money and reconcile accounting procedures.

• People oriented.

• Ability to lift up to 50 lbs.

• Ability to work irregular work schedules, weekends, holidays and overtime.

Preferred Qualifications:

• One-year of experience in a fast-paced office environment.

• Prior experience in the travel, tourism or hotel industry is strongly preferred

Please be sure to include REQUIRED AND DESIRED QUALIFICATIONS in your applicant profile and/or cover letter.

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.

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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Alaska Railroad Human Resources Department

E-Mail: arjobinfo@akrr.com

Mailing Address: P.O. Box 107500, Anchorage, AK 99510-7500

Street Address: 327 West Ship Creek, Anchorage, AK

Fax Number: (907) 265-2542

Alaska Railroad Corporation is an equal opportunity employer