Station Master

The purpose of this position is to lead a team of Station Agents, Customer Service Agents, Passenger Ambassadors, Car Park Controllers, and Car Park Attendants to deliver a safe, reliable, world-class, and customer-focused station environment.

MAIN RESPONSIBILITIES

1. Lead and motivate a team of Station Agents and Customer Service Agents to deliver a safe, reliable, world-class, and customer-focused station services.
2. Shift / duty landlord of a station and all persons working in a station are subject to his/her authority.
3. Ensuring that the station facilities are in a safe and good working order.
4. Provide effective communications and information with internal and external parties in an efficient and timely manner.
5. Deliver public announcements and ensure all train and station information is correct, clear, and up to date.
6. Responsible for the efficient and safe evacuation of station premises in the event of fire or other emergency situations.
7. Monitor and maintain station operational status and ensure the safety and comfort of passenger movement within the station premise.
8. Undertake a comprehensive checking of all station equipment and facilities to ensure that they are in good order and all staff are smartly presented and fully briefed prior to the start of shift.
9. Control and avoid overcrowding in station and platforms and ensure that passengers are entering/exiting the station in an orderly fashion.
10. Deliver essential messages to passengers via audio or visual means in a timely and proactive manner to avoid confusion, frustration, and anger.
11. Monitor and control the direction of the fare gates in accordance with the flow of passengers and in the event of an emergency.
12. Provide ticket sales, train services information, and respond to passenger enquiries.
13. Distribute publicity materials and handle lost property.
14. Render all possible assistance to customers, in particular those with special needs, to enhance customer service and safety.
15. Managing and overseeing cash collection, management, and reconciliation in the station when required.
16. Reporting faults and informing the Fault Controller (FC) of any malfunction and failure of equipment.
17. Reporting faults and informing the Train Controller of any occurrences which may have an impact on train operation.
18. Prepare incident/accident reports and inform concerned authorities.
19. Maintaining the DM001-OPE-STA-FO-00039 Station Logbook with details of all issues and incidents.
20. Meet and greet customers and provide a high level of customer service.
21. Conduct Performance Reviews for the Station Agents and Customer Service Agents within the assigned stations.
22. Perform shift and emergency duties when required; and carry out other duties as instructed/directed by the Group Station Supervisor, Passenger Services Manager, Assistant Passenger Services Manager.

KEY SKILLS

1. A mature, proactive, and responsible approach to work with initiative and problem-solving capability.
2. Ability to liaise in a professional and persuasive manner with staff at all levels in the organisation.
3. Good communication skills and the ability to manage multiple tasks efficiently and work productively in a fast-paced, team-oriented environment.
4. Good literacy and numeracy skills required for the role.
5. Ability to understand complex systems and possess good IT skills.
6. Strong organisational skills, detail-oriented, and the ability to handle multiple priorities.

KNOWLEDGE REQUIREMENT

1. Excellent knowledge of the station environment.
2. Thorough understanding of station operations and associated activities.
3. Awareness and understanding of the relevant work instructions and procedures.

EXPERIENCE

1. Preferably 3 years (minimum 2 years) experience in supervising a team of front-line staff delivering customer services in a metro station or equivalent.

EDUCATIONAL QUALIFICATIONS

1. Ideally a degree holder or higher diploma of post-secondary education in a related discipline.