NEOGOV · 14 hours ago
Manager, Guest Services (Alaska Railroad)
Anchorage, AK
Full-time
Onsite
Mid, Senior Level
4+ years expNEOGOV is seeking a Manager for the Guest Services Department at Alaska Railroad Corporation. The role involves managing guest services operations, coordinating logistics with various departments, and ensuring customer satisfaction while overseeing catering and janitorial services.
GovTechHuman ResourcesInformation TechnologySoftware
Responsibilities
Manages the Guest Services Department
Coordinates all of Guest Services’ logistical needs with the Mechanical and Transportation departments, pull contractors, and onboard contractors including overall responsibility of the catering and janitorial contract(s)
Supervises subordinate managers who are responsible for ARRC onboard program and responsibility of day-to-day oversight and quality control of food and beverage and janitorial contractors
Monitors and ensures customer satisfaction
Assists with the planning and execution of the ARRC Incident Management program and training, AVIEM Care Team involvement, USFS Whistle Stop program and will participate on ARRC Passenger Car Rehabilitation, when required
Serves as the ARRC liaison to pull contractors for pull cars and Cruise Trains
Coordinates scheduling and overall logistics for those services
Manages all interfaces with new and existing customer’s chartering the Cruise Train annually, along with existing customers
Communicates with other internal departments on the needs and challenges of our cruise train and pull customers
Develops all service based contracts between customers and ARRC, where applicable
Communicates and coordinates with all contractors that support ARRC Cruise Train chartered operations (facilities, food and beverage/janitorial services, waste management)
Works with the Director, Guest Services to develop Request for Proposal for on-board catering and janitorial services, evaluates responses to the RFP and participates in contract negotiations
Plans and coordinates the catering and janitorial quality control program designed to ensure continuous service consistent within established standards
Administers quality control objectives complementary to corporate policies and goals
Creates and implements inspection criteria and procedures
Communicates quality control philosophy to key personnel in organization
Develops tools in conjunction with Manager, Onboard Services to provide quality control and quality assurance to ensure ARRC guests receive a consistent, high quality experience while using all ARRC services
Works closely with the Director, Guest Services regarding the delivery of on-board services and passenger operations
Responsible for all aspects of ARRC charter operations, including food and beverage, janitorial, mechanical, and transportation coordination
Acts as liaison between Guest Services and Mechanical Departments to improve efficiency in the repair of items essential to quality customer service
Provides input on new products based on feedback from vendors and customers
Based on customer satisfaction data, collaborates with staff members to correct noted deficiencies in service and performance
Works closely with the Mechanical and Transportation departments to plan summer operations and charters
Plans summer schedules, logistics and overall coordination of the summer passenger season
Manages charter trains
Responsible for coordination with customer and caterers
Manages all logistical functions of charters including coordination with the Mechanical and Transportation Departments
Develops planning tools to assist all internal departments, contractors, and customers interactions with passenger divisions
Assists the Director, Guest Services in the planning and execution of ARRC’s incident management team training and drills
Acts as point of contact for ARRC Family Assistance contractor
Provides refresher training to applicable ARRC employees on annual basis, along with scheduling drills to test contractor support, when needed
Supervises Manager, On-Board Services, and other subordinate staff, including participants in the Tour Guide Program
Provides overall supervisory support by counseling, coaching and directing activities of staff
Is responsible for hiring, training, disciplining and termination of staff as may be required
Develops and delivers quality control training programs for Conductors, Guest Services staff, ESS front line positions, and other key personnel in conjunction with the managers for contract services
Responsible for administering Passenger Train Emergency Preparedness training to all employees and contractors that are required to have by federal regulation or ARRC policy
Acts as ARRC point-of-contact for all USFS Whistle Stop related duties
Works with ARRC accounting and USFS to complete annual Cost Share Agreement
Works with all internal stakeholders and USFS to complete updates to annual operating agreement and medium/long range planning efforts for business line
May be required to participate in Incident Command exercises and activities
Qualification
Required
High school diploma or GED equivalent is required
Four (4) years of experience in catering/janitorial operations and/or food service quality control in a supervisory or management capacity
Two (2) years of transportation operations experience, preferably in the tourism industry
Experience in food and beverage processing techniques, development of quality control systems and procedures, and auditing skills
Good analytical and problem solving skills are required
Possess strong written and verbal communication skills
Good working knowledge of Windows based computer programs, such as Word, Excel and Access
Have strong team facilitation, coaching and mentoring skills
Ability to handle conflict with tact and professional demeanor
Be willing to work long hours
Must always make safety of self, passengers and train crews the highest priority
Possess a valid driver's license
Preferred
Experience in wholesale or retail sales and marketing
Experience in developing and presenting training materials
Benefits
ARRC Pension Plan – Participation is mandatory.
401(k) Tax Deferred Savings Plan – Participation is optional.
457 Deferred Compensation Plan – Participation is optional for non-represented employees.
Health Insurance Plan
RR Dental Plan for bargaining unit employees.
Vacation Leave – accrual per bi-weekly pay period.
Sick Leave: accrues at 4 hours (Represented) or 2 hours (Non-Represented) per pay period.
11 Paid holidays
Company
NEOGOV
NEOGOV is the leading provider of workforce management software uniquely designed for the public sector, education, and public safety.
501-1000 employees
H1B Sponsorship
NEOGOV has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (10)
2023 (10)
2022 (18)
2021 (14)
2020 (16)
Funding
Current Stage
Late StageTotal Funding
$700MKey Investors
Warburg Pincus
2025-07-28Secondary Market· $700M
2025-07-28Acquired
2021-06-02Private Equity
Leadership Team
Shane Evangelist
CEO
Brandon McDonald
Head Of Marketing
Recent News
Canada NewsWire
2025-11-14
2025-11-14
Government Technology US
2025-10-31
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