Station Mgr I - 90363384 - Washington

Marketing Statement

Job Summary

The position will manage and directs all passenger and train-related activities involving station operations, ensuringan efficient passenger-focused and well-organized operation in compliance with Amtrak and regulatory policiesand procedures. Manage employees involved in providing service to passengers that may include boarding oftrains, red cap, checked baggage, ticketing, dissemination of passenger information including operation ofpassenger information systems, assist passengers requiring assistance, cleaning and maintenance of stationfacilities. Ensure safe and efficient station operations, optimizing employee contribution, passenger service and on-time performance, while providing appropriate levels of leadership in all areas. This position will also beresponsible for responding to and addressing customer needs and issues both in a face-to-face interaction as wellas formal correspondences. Support and provide efficient management and oversight for stations related tobudgets, staffing, payroll, a variety of support services, such as uniforms, etc., that maximize the provision ofpassengers andachieve financial and service delivery goals.

Essential Functions

• Oversee and direct station service operations conducted through an assigned area of the division to provide thehighest level of passenger satisfaction and achieve optimum customer satisfaction.
• Manage and monitor processes related to passenger interaction and entraining/detraining to ensure safe andsatisfied passengers and employees and achieve on-time performance standard levels.
• Encourage and enforce staff compliance with corporate policies and procedures relative to customer service andrecovery, accounting procedures, safety, security and environmental protection requirements, as well as uniformand grooming standards.
• Adhere to headcount standards, training, measuring and improving performance, counseling and appropriatelydiscipline and reward station service employees in compliance with corporate standards and labor agreements.
• Serve as a liaison with Customer Service, Mechanical, Material Control and other departments, as necessary andwhere appropriate to coordinate and resolve service issues, including train delays, equipment and mechanicalissues and service disruptions to assure passenger accommodation and crew availability.
• Where applicable, manage and monitor state-related contracts, engineering department and facility managemententities.
• Where applicable, manage and direct facility maintenance, coordinating with Engineering department and facility-management entities.
• Handling of service disruptions and recovery efforts (dealing with angry customers, making re-accommodationsfor hotels, buses, special needs, unaccompanied minors) which requires ability to work calmly under highpressureconditions.
• Manage and oversee station employees and/or station service remittance audits to ensure compliance withpolicies and procedures and to protect revenue.
• Promote and encourage productive and professional relationships with local and state agencies, railroadpersonnel, commuter agencies (if applicable) and labor organizations and external contractors and vendorstosupport corporate goals for financial support and service delivery.
• Responsible for the implementation of the department’s safety plans, with specific goals and objectives to reduceinjuries.
• Prior satisfactory work experience and proven leadership skills
• Extensive computer skills with knowledge of spreadsheets, data base, presentations and word processingsoftware related to field.
• Ability to communicate both orally and written to work effectively with various agencies, departments andindividuals throughout the organization with both internal and external customers.
• Must possess a working knowledge of applicable federal, state and local regulations and applicable Amtrak laboragreements pertaining to station employees and operations.

Minimum Qualifications

• High School Diploma/GED.
• 3 years of prior relevant experience required.
• Experience with passenger handling and service delivery.
• Management experience with station operations in the railroad, airline or hospitality industry.

Preferred Qualifications

• Bachelor’s Degree or equivalent combination of education, training and/or relevant experience.
• Significant experience administering contracts with freight, commuter, or private entities relating to stationoperations, where applicable.
• Significant experience leading and managing others with varying levels of expertise, exhibiting innovativeleadership ad management skills.
• Demonstrated ability to manage a departmental operating budget.

Knowledge, Skills, and Abilities

• Extensive management experience in passenger handling, service delivery, and station operations
• Proficient in administering contracts related to station operations
• Demonstrate leadership in managing diverse teams with innovative management skills
• Proven track record of effectively managing station operations and budgets
• Strong computer skills, including proficiency in spreadsheets, databases, and word processing software
• Excellent communication skills, both oral and written, for effective collaboration
• Knowledge of relevant regulations, safety programs, and Amtrak labor agreements

Environmental Conditions/Physical Demands