Address
Form of work
SalaryTo 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:
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.
Minimum 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
Additional Required Information
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 1-800-587-0430 (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.
For applicant password assistance please visit: https://www.governmentjobs.com/OnlineApplication/User/ResetPassword
Alaska Railroad Human Resources Department
Street Address: 327 West Ship Creek, Anchorage, AK
Fax Number: (907) 265-2542
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 repersneted 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 www.alaskarailroad.com
