Supervisor, Hospitality and On-Board Services (OBS)

Ontario Northland; Northeastern Ontario, Timmins, North Bay; On-site; CAD 88,000 - 105,000; Full time

Job summary

Ontario Northland seeks a Supervisor for Hospitality and On-Board Services to lead the customer experience on the Northlander Passenger train. The role focuses on efficient operations, teamwork, and superior service delivery in a dynamic environment. Candidates should have relevant experience, be bilingual, and possess strong leadership skills. This position offers a competitive salary and an opportunity to enhance regional connectivity through dedicated service.

Benefits

Competitive salary

Excellent benefit package

Defined benefit pension plan

Paid vacation and personal leave days

Discounted transportation services

Qualifications

• Bilingual in English and French (verbal).
• 3-5 years experience leading customer service and hospitality personnel.
• Valid Food Handling certificate and Smart Serve preferred.

Responsibilities

• Establish monthly crewing schedules for Hospitality Attendants.
• Lead daily briefings and ensure smooth operations.
• Conduct pre-trip coach inspections to meet service standards.

Skills

Leadership

Customer Service

Problem-Solving

Time Management

Team Collaboration

Education

College diploma in Hospitality or a related field

Tools

Microsoft Office Suite (Word, Excel, Outlook)

Reservation and POS systems (Moneris, etc)

Job description

POSITION: Supervisor, Hospitality and On-Board Services (OBS)
REPORTS TO: Manager, Food and On-Board Service
DEPARTMENT: Passenger Services
LOCATION: North Bay, Cochrane/Timmins
REFERENCE: 500-85-26
SALARY: $88,868 - $104,546

WHO WE ARE:
Ontario Northland Transportation Commission (ONTC) is an Agency of the Province of Ontario that provides efficient and vital transportation services. We are a modern, forward-thinking organization focused on providing safe and reliable transportation services. ONTC has a rich history of over 120 years and strong connections to the communities we serve. With over 1000 skilled professionals, we work together to enhance transportation services and ensure that they are sustainable for future generations. We offer a dynamic workplace culture, along with a competitive salary, excellent benefit package, a defined benefit pension plan, paid vacation, paid personal leave days and discounted transportation on our bus and passenger rail services.
Ontario Northland takes pride in leading the reinstatement of passenger rail services in Northeastern Ontario, a crucial initiative aimed at enhancing regional connectivity. As we progress on this important undertaking, we are actively seeking dedicated and skilled individuals to join our esteemed Northlander team. As a valued member of the Northlander team, you’ll have the opportunity to collaborate across various disciplines, contributing your expertise to shape the future of transportation in Ontario and foster vital connections within communities. Don’t miss an opportunity to contribute to the new era of the Northlander– apply now and embark on a rewarding career with Ontario Northland!

ACCOUNTABILITY STATEMENT:
Supervisor Hospitality and On-Board Services (OBS) is the key leadership on the passenger train dedicated to ensuring a positive customer experience on the Northlander Passenger train service. This position ensures safe and efficient operations of the Northlander Passenger train. The supervisor also plays a crucial role in addressing customer feedback to continuously enhance the passenger experience, ensuring that safety and service excellence remain at the forefront of operations.

MAJOR DUTIES/ RESPONSIBILITIES:

• Establish monthly crewing schedules for Hospitality Attendants, adjusting for seasonal changes, vacancies, and business volumes.
• Verify and approve weekly payroll.
• Conduct pre-trip coach inspections to ensure service standards are met; direct crew as needed and report deficiencies to the cleaning department.
• Foster a collaborative, customer-focused team culture.
• Lead daily briefings to communicate goals, delegate tasks, and ensure smooth operations.
• Support Onboard Hospitality Attendants as needed to maintain service quality.
• Communicate effectively with team members regarding passenger needs and service updates.
• Accept and reconcile vendor deliveries from internal or third-party sources.
• Verify daily sales and ensure accuracy through quality assurance checks.
• Ensure compliance with safety protocols and maintain clear communication with the operating crew.
• Conduct pre-trip briefings and relay relevant information to the Locomotive Engineer.
• Confirm all onboard safety equipment is present and functioning.
• Perform regular equipment checks and document issues for the Mechanical Department.
• Report station or platform deficiencies to the operations center for resolution.
• Complete safety inspection logs and report any concerns.
• Provide service briefings to staff, highlighting special passenger needs, supply shortages, and contingencies.
• Oversee and assist with passenger boarding and alighting, including wheelchair lift operations.
• Ensure passenger comfort and coach cleanliness, including seating, walkways, bathrooms, and galleys.
• Monitor service delivery and provide feedback to staff.
• Patrol the train regularly and address passenger concerns promptly.
• Enforce passenger policies and manage onboard disruptions or emergencies.
• Resolve customer service issues efficiently and professionally.
• Deliver service updates every 15 minutes via intercom, displays, or direct communication; ensure consistent messaging across the crew.
• Lead and empower Hospitality Attendants to prioritize passenger comfort and satisfaction.
• Communicate essential trip details, station stops, and passenger needs to Locomotive Engineers using ONTC radio protocols.
• Submit detailed trip assessment reports to the Manager of Food and Onboard Services, including revenue and performance data.

REQUIREMENTS:

• College diploma in Hospitality or a related field
• Valid Food Handling certificate, Smart Serve and CPR preferred
• 3 – 5 years experience leading a team of customer service and hospitality personnel
• Bilingual in English and French (verbal)
• Proven ability to manage operations in high-paced, customer-focused environments
• Familiarity with general operating instructions (GOI) including passenger handling and radio communication
• Proficient in Microsoft Office Suite (Word, Excel, Outlook)
• Experience with reservation and POS systems (Moneris, etc)
• Knowledge of Federal and Provincial Health & Safety regulations
• Training in critical incident stress management and peer support
• Skilled in de-escalation techniques (e.g. Trauma-Informed Care, Non-Violent Crisis Intervention)
• Familiarity with emergency equipment and procedures
• Strong cash handling and payment processing skills
• Excellent time management and organizational abilities
• High attention to detail and accuracy
• Effective problem-solving and decision-making skills
• Collaborative team player with strong interpersonal skills
• Commitment to health and safety

BACKGROUND INVESTIGATION: The successful candidate will need to pass the following clearances: criminal record check, employment references and education verification.

CLOSING DATE: June 26, 2025, no later than 11:59 p.m. We thank all applicants for their interest; however, only those selected for an interview will be contacted. Qualified individuals are invited to apply in writing with a current covering letter and resume (provided in one document), stating reference name and number. Visit our career website to apply: https://www.ontarionorthland.ca/en/careers

At Ontario Northland, we are committed to employment equity. We value the unique skills and experiences each person brings to Ontario Northland and invite all interested individuals to apply and encourage applications from Indigenous peoples, racialized persons, women, persons with disabilities, and persons who identify as 2SLGBTQIA+.

Ontario Northland will provide accommodation to ensure barrier-free employment in accordance with the Canadian Human Rights Act and the Accessibility for Ontarians with Disabilities Act. You can request accommodation at any stage of the hiring process. If you require an accommodation, please contact Human Resources.

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