Train Master

Position Overview

At Etihad Rail, we want our passenger rail service to be reflective of the high standards that we instil as an organization, and exacting to our friendly, welcoming, customer centric values.

Etihad Rail Mobility passenger train services, dedicated to delivering safe, comfortable, and enjoyable travel experiences to our passengers.

As a Passenger Train Master at Etihad Rail Mobility, you will play a crucial role in ensuring the highest level of passenger satisfaction during their journey. Leveraging your extensive experience, you will oversee the onboard operations, manage the onboard crew, and ensure a seamless and enjoyable travel experience for our passengers.

Roles and Responsibility

• Manage all aspects of onboard operations, including passenger boarding, seat assignments, amenities, and onboard services, to provide a comfortable and enjoyable journey.
• Lead and manage the onboard crew, including on-train hosts, catering staff, and service personnel, ensuring their adherence to service standards and passenger satisfaction.
• Foster a culture of exceptional customer service, addressing passenger inquiries, resolving issues, and ensuring a positive onboard experience.
• Enforce safety protocols and compliance with industry regulations, ensuring passenger safety throughout the journey.
• Efficiently allocate onboard resources, including crew members and supplies, to meet passenger needs and maintain cost-effectiveness.
• Coordinate emergency response procedures and crew training, ensuring readiness for various situations.
• Implement effective communication strategies to keep passengers informed about services, amenities, and relevant information.
• Conduct regular assessments of onboard services and facilities, implementing improvements as needed to enhance passenger satisfaction.
• Uphold and enhance service standards, ensuring passengers receive a consistent and high-quality experience.
• Generate and submit regular reports on onboard operations, passenger feedback, and crew performance to senior management.
• Perform shifts and emergency duties when required.
• Perform and carry out other duties as instructed / directed by the line Manager, Head of Passenger Services, and Service Delivery Director.

Desirable qualifications, skills, and experience

• Diploma or equivalent in Hospitality Management, Transportation Management, or a related field (relevant experience may substitute for formal education).
• A minimum of 5 years of experience in passenger railway services or a related field, with a track record of progressive responsibility.
• Strong leadership and people management skills.
• Excellent customer service and communication abilities.
• Exceptional interpersonal and communication skills in English or English and Arabic.
• Knowledge of railway safety regulations and emergency response procedures.
• Proficiency in using computer systems and onboard management software.
• Ability to work in a dynamic and fast-paced environment.
• Problem-solving skills and a proactive approach to addressing onboard challenges.