Guest Services Representative

Strasburg Rail Road Company

301 Gap Road, Ronks PA

Position Summary:

The Guest Services Representative serves as a key ambassador for Strasburg Rail Road, creating a welcoming, safe, and memorable experience for all passengers and visitors. As a primary point of contact before, during, and after a guest's visit, this position is responsible for delivering exceptional customer service, assisting with ticketing and reservations, supporting onboard hospitality, and providing information regarding railroad operations, schedules, attractions, and safety procedures.

The ideal candidate is friendly, professional, dependable, and passionate about providing outstanding guest experiences within a historic railroad and tourism environment.

Essential Duties and Responsibilities

Customer Service:

• Greeting passengers and visitors in a courteous, professional, and welcoming manner.
• Provide accurate information regarding train schedules, fares, excursions, special events, attractions, and railroad history.
• Assist guests with ticket purchases, reservations, seating assignments, and special accommodations.
• Respond promptly and professionally to guest inquiries, concerns, and complaints.
• Foster a positive and enjoyable experience for guests of all ages.

Ticketing and Sales:

• Operate computerized ticketing and reservation systems accurately and efficiently.
• Process ticket sales, reservations, exchanges, and related transactions.
• Promote special events, excursion upgrades, memberships, gift shop merchandise, and other guest offerings.

Onboard Guest Support:

• Assist passengers with safely boarding and exiting trains.
• Provide onboard announcements and passenger information as required.
• Monitor passenger areas to ensure cleanliness, safety, and guest comfort.
• Assist guests with mobility needs in accordance with company procedures and ADA guidelines.
• Support onboard concessions, themed excursions, and special event activities as assigned.

Safety and Operations:

• Comply with all railroad safety regulations, company policies, and emergency procedures.
• Assist with crowd management during peak operations, special events, and high-traffic periods.
• Report safety hazards, incidents, equipment issues, or operational concerns immediately.
• Participate in emergency response and evacuation procedures as trained.
• Maintain situational awareness in active railroad environments, including moving equipment and active tracks.

Facility Appearance and Maintenance:

• Maintain clean, organized, and guest-ready stations, waiting areas, and public facilities.
• Ensure brochures, signage, informational materials, and guest resources are stocked and presented professionally.
• Represent Strasburg Rail Road through professional appearance, conduct, and customer interactions.

Qualifications

Required Qualifications:

• Strong customer service orientation and interpersonal skills.
• Excellent verbal communication skills.
• Ability to work effectively both independently and as part of a team.
• Basic computer proficiency and cash-handling experience.
• Ability to remain calm, professional, and solution-focused in fast-paced or challenging situations.

Preferred Qualifications:

• High school diploma or equivalent.
• Previous experience in customer service, hospitality, tourism, retail, transportation, or a related field.
• Interest in railroad history, tourism, museums, or passenger transportation operations.

Physical Requirements:

• Ability to stand and walk for extended periods.
• Ability to work both indoors and outdoors in varied weather conditions.
• Ability to lift, carry, and move up to 25 pounds.
• Ability to safely navigate railroad platforms, railcars, stairs, and uneven walking surfaces.

Work Environment:

• Historic railroad stations, passenger railcars, and related guest facilities.
• Combination of indoor and outdoor work environments.
• Regular exposure to railroad equipment, locomotive noise, steam and diesel exhaust, and changing weather conditions.
• Weekends, holidays, and evening work are required during the operating season.

Schedule:

• Full-time and part-time seasonal opportunities may be available.
• Flexible scheduling is required, including weekends, holidays, evenings, and special events.

Preferred Characteristics:

Successful candidates will demonstrate:

• A friendly, outgoing, and professional demeanor.
• Strong attention to detail.
• Reliable attendance and punctuality.
• Ability to multitask and prioritize responsibilities effectively.
• A passion for hospitality, guest experience, and historic railroading.

Equal Employment Opportunity

Strasburg Rail Road is an Equal Opportunity Employer and is committed to maintaining a safe, inclusive, and welcoming environment for employees, guests, and visitors. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected status under applicable law.

INTENT AND FUNCTION OF JOB DESCRIPTION:

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well-constructed job descriptions are an integral part of any effective compensation system. All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Supervisors as deemed appropriate may assign additional functions and requirements. In accordance with the American with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization. Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.