Station Master

Job Description

Position Job Start Date: January 2025Job Title: Station MasterVacancies: Multiple vacancies based in Abu Dhabi, Dubai, Fujairah, and Sharjah regionNumber of years of experience: 3+ years of experience in Passenger Rail, Transportation, and customer service backgroundPosition Reports to: Station Area ManagerNature of Work: Full-timeShift: Flexible to work on different shift patternsQualification: High School / DiplomaLanguage Preference: Good communication skill in EnglishProfile Summary: Station Master will be responsible for overseeing station activities, the day-to-day management of a team of station staff, and delivering an outstanding passenger experience. Your expertise will contribute to the overall success and reputation of our railway services, and the transportation of people across the UAE.

• Oversee the day-to-day operations of the passenger train station, including ticketing, boarding, and passenger assistance, to ensure efficient and safe service delivery.
• Coordinate with the station control room and train operators to facilitate smooth and timely departures and arrivals of trains.
• Ensure the station premises, including waiting areas, welcome desks, retail facilities, ticket vending machines, back of house areas, restrooms, and prayer rooms, are clean, well-maintained, and free from any safety hazards or obstructions.
• Lead and manage a team of station hosts and station support staff across all customer touch points including sales and distribution, boarding and alighting, station retail and lounge facilities, station systems, and the management of general customer service personnel, ensuring their performance aligns with company standards.
• Collaborate closely with other team members, including station staff, train operators, and security personnel, to ensure seamless operations and excellent customer service delivery.
• Stay updated on relevant railway policies, procedures, and safety guidelines, always adhering to designated protocols.
• Maintain accurate records of ticket sales, passenger inquiries, and incidents, using the designated system or software.
• Foster a culture of exceptional customer service, addressing passenger inquiries, resolving issues, and ensuring an excellent passenger experience.
• Enforce safety protocols and compliance with industry regulations, ensuring the safety of passengers, staff, and facilities.
• Efficiently allocate station resources, including staff and equipment, to meet operational demands and maintain cost-effectiveness.
• Generate and submit regular reports on station activities, performance, and passenger statistics to senior management.
• Coordinate emergency response procedures and staff training, ensuring readiness for various situations.
• Collaborate with service providers and contract teams to ensure station facilities and equipment are in optimal condition and aligned to the exceptional KPI regime standards.
• Implement effective communication strategies to keep passengers informed about schedules, delays, and other relevant information on the platforms and as well on the passenger applications as soon as possible.
• Conduct periodic quality assessments of station services and facilities, implementing improvements as needed.
• Perform and carry out other duties as instructed / directed by the line Manager.

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