Senior On-Board Services Lead

Holland America-Princess (Holland America Dawson City Inn); Anchorage (AK); On-site; USD 70,000 - 90,000; Full time

Job summary

Holland America-Princess (Holland America Dawson City Inn) is seeking a Senior On-Board Specialist to oversee the daily operation of On-Board Services aboard Alaska Railroad passenger trains. The role leads Tour Guides, onboard contractors, and seasonal supervisory staff to ensure exceptional customer service, safety, and guest experience.

The position coordinates special event trains, mentors staff, resolves passenger concerns, and collaborates with train crews to promote teamwork and

Responsibilities

• Mentors, leads, and evaluates assigned staff, providing ongoing coaching and performance feedback while communicating employee performance and development needs to the Manager, On-Board Services.
• Ensures On-Board Services staff and contracted personnel meet Alaska Railroad service, safety, and performance standards.
• Addresses and resolves customer and employee concerns related to onboard services, passenger comfort, food service, and the overall guest experience.
• Provides administrative and operational support during the off-season, coordinating special projects and program preparations.
• Coordinates passenger boarding/deboarding activities to ensure efficient operations and exceptional service.
• Delivers onboard announcements and informative narration about Alaska’s history, culture, and points of interest.
• Provides leadership for special event trains and charter operations, coordinating with guests, crews, and departments.

Job description

Holland America-Princess (Holland America Dawson City Inn) is seeking a Senior On-Board Specialist to oversee the daily operation of On-Board Services aboard Alaska Railroad passenger trains. The role leads Tour Guides, onboard contractors, and seasonal supervisory staff to ensure exceptional customer service, safety, and guest experience.

The position coordinates special event trains, mentors staff, resolves passenger concerns, and collaborates with train crews to promote teamwork and