Mgr On Board Services - Coach Cleaners - 90381082 - Chicago

Your success is a train ride away!

As we move America’s workforce toward the future, Amtrak connects businesses and communities across the country. We employ more than 20,000 diverse, energetic professionals in a variety of career fields throughout the United States. The safety of our passengers, our employees, the public and our operating environment is our priority, and the success of our railroad is due to our employees.

 

Are you ready to join our team?

Our values of ‘Do the Right Thing, Excel Together and Put Customers First’ are at the heart of what matters most to us, and our Core Capabilities, ‘Building Trust, Accountability, Effective Communication, Customer Focus, and Proactive Safety & Security’ are what every employee needs to know and do to be most impactful at Amtrak. By living the Amtrak values, focusing on our capabilities, and actively embracing and fostering diverse ideas, backgrounds, and perspectives, together we will honor our past and make Amtrak a company of the future.

 

SUMMARY OF DUTIES:

The position provides field management and oversight of all aspects of on-train appearance and cleanliness with specific responsibility for a designated group of on-board personnel. This position will also be responsible for responding to and addressing customer needs and issues both in a face-to-face interaction as well as formal correspondences. Support and provide efficient management and oversight for coach cleaners related to budgets, staffing, payroll, and variety of support services.

 

 

ESSENTIAL FUNCTIONS:

• Oversee and direct on-board service operations conducted through an assigned area of the division to provide the highest level of passenger satisfaction and achieve optimum customer satisfaction.
• Encourage and enforce staff compliance with corporate policies and procedures relative to customer service, train appearance, accounting procedures, safety, security, and environmental protection requirements.
• Adhere to headcount standards, training, measuring, and improving performance, counseling and appropriately assess discipline and reward coach cleaners in compliance with corporate standards and labor agreements.
• Supervise cleanliness of rolling stock equipment in accordance with all Amtrak and regulatory requirements.
• Manage and monitor processes related to passenger interaction and entraining/detraining to ensure safe and satisfied passengers and employees and achieve on-time performance standard levels.
• Oversee the scheduling and execution of all work orders for assigned equipment including planned corrective and preventive maintenance.
• Adhere to headcount standards, training, measuring, and improving performance, counseling, and appropriately assess discipline and reward coach cleaners in compliance with corporate standards and labor agreements.
• Serve as a liaison with Customer Service, Mechanical, Material Control and other departments, as necessary and where appropriate to coordinate and resolve service issues, including train delays, equipment, and mechanical issues.
• Ensure implementation of proactive service recovery procedures designed to minimize passenger inconvenience.
• Promote and encourage productive and professional relationships with labor organizations to support corporate goals for financial support and service delivery.
• Responsible for the implementation of the department’s safety plans, with specific goals and objectives to reduce injuries.
• Ensure compliance of Amtrak, local, state, and federal mandates policies and procedures.

 

 

MINIMUM QUALIFICATIONS:

• Bachelor’s Degree in Business Administration, Transportation or related field.
• 3-6 management experience with customer service and housekeeping.
• Significant management experience with on-board service, crew base and crew management operations.
• Significant experience leading and managing others with varying levels of expertise, exhibiting innovative leadership and management skills.