Guest Experience & Reservations Specialist

Strasburg Rail Road Company; Strasburg Township (PA); On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

Benefits Eligible on Day One

Job summary

Strasburg Rail Road is hiring a Customer Service Representative to be the friendly first contact for guests, handling calls and emails, reservations, and guest inquiries at the station. You will help with ticketing, group sales inquiries, and general office duties, contributing to a welcoming guest experience.

The role includes occasional station coverage and may advance to Acting Station Lead after training, with benefits eligibility on day one.

Qualifications

• At least one year of experience in customer service, reservations, call center operations, or a related field.
• Strong verbal and written communication skills.
• Experience handling inquiries, processing transactions, and resolving service concerns.
• Basic computer proficiency and ability to learn reservation and ticketing systems.
• Strong organizational skills, accuracy, and attention to detail.
• Cash-handling experience preferred; willingness to learn established procedures is required.
• Flexibility to work some weekends, holidays, and assigned station coverage shifts.

Responsibilities

• Deliver exceptional customer service via phone and email with a welcoming attitude.
• Create, modify, and cancel reservations; process refunds and maintain guest records.
• Listen to questions, identify solutions, and ensure timely follow-up.
• Support group sales by coordinating communication with Group Sales Representative.
• Manage shared email inboxes, update FAQs and standard responses.
• Assist with station operations, provide coverage, check-in and boarding support, cash drawer procedures.
• Provide administrative support: answer calls, greet visitors, and handle mail tasks.

Skills

Customer service

Reservations

Communication

Cash handling

Office etiquette

Multitasking

Tools

Reservation software

Ticketing system

Job description

Strasburg Rail Road is hiring a Customer Service Representative to be the friendly first contact for guests, handling calls and emails, reservations, and guest inquiries at the station. You will help with ticketing, group sales inquiries, and general office duties, contributing to a welcoming guest experience.

The role includes occasional station coverage and may advance to Acting Station Lead after training, with benefits eligibility on day one.