Supervisor, Hospitality and On-board Services

**POSITION**: Supervisor, Hospitality and On-Board Services (OBS)
**REPORTS TO**: Manager, Food and On-Board Service
**DEPARTMENT**: Passenger Services
**LOCATION**: North Bay, Cochrane/Timmins
**REFERENCE**: 500-85-26
**SALARY**: $88,868 - $104,546

**WHO WE ARE**:
Ontario Northland Transportation Commission (ONTC) is an Agency of the Province of Ontario that provides efficient and vital transportation services. We are a modern, forward-thinking organization focused on providing safe and reliable transportation services. ONTC has a rich history of over 120 years and strong connections to the communities we serve. With over 1000 skilled professionals, we work together to enhance transportation services and ensure that they are sustainable for future generations. We offer a dynamic workplace culture, along with a competitive salary, excellent benefit package, a defined benefit pension plan, paid vacation, paid personal leave days and discounted transportation on our bus and passenger rail services.
Ontario Northland takes pride in leading the reinstatement of passenger rail services in Northeastern Ontario, a crucial initiative aimed at enhancing regional connectivity. As we progress on this important undertaking, we are actively seeking dedicated and skilled individuals to join our esteemed Northlander team. As a valued member of the Northlander team, you’ll have the opportunity to collaborate across various disciplines, contributing your expertise to shape the future of transportation in Ontario and foster vital connections within communities. Don’t miss an opportunity to contribute to the new era of the Northlander

**ACCOUNTABILITY STATEMENT**:
Supervisor Hospitality and On-Board Services (OBS) is the key leadership on the passenger train dedicated to ensuring a positive customer experience on the Northlander Passenger train service. This position ensures safe and efficient operations of the Northlander Passenger train. The supervisor also plays a crucial role in addressing customer feedback to continuously enhance the passenger experience, ensuring that safety and service excellence remain at the forefront of operations.

**MAJOR DUTIES/ RESPONSIBILITIES**:

- Establish monthly crewing schedules for Hospitality Attendants, adjusting for seasonal changes, vacancies, and business volumes.
- Verify and approve weekly payroll.
- Conduct pre-trip coach inspections to ensure service standards are met; direct crew as needed and report deficiencies to the cleaning department.
- Foster a collaborative, customer-focused team culture.
- Lead daily briefings to communicate goals, delegate tasks, and ensure smooth operations.
- Support Onboard Hospitality Attendants as needed to maintain service quality.
- Communicate effectively with team members regarding passenger needs and service updates.
- Accept and reconcile vendor deliveries from internal or third-party sources.
- Verify daily sales and ensure accuracy through quality assurance checks.
- Ensure compliance with safety protocols and maintain clear communication with the operating crew.
- Conduct pre-trip briefings and relay relevant information to the Locomotive Engineer.
- Confirm all onboard safety equipment is present and functioning.
- Perform regular equipment checks and document issues for the Mechanical Department.
- Report station or platform deficiencies to the operations center for resolution.
- Complete safety inspection logs and report any concerns.
- Provide service briefings to staff, highlighting special passenger needs, supply shortages, and contingencies.
- Oversee and assist with passenger boarding and alighting, including wheelchair lift operations.
- Ensure passenger comfort and coach cleanliness, including seating, walkways, bathrooms, and galleys.
- Monitor service delivery and provide feedback to staff.
- Patrol the train regularly and address passenger concerns promptly.
- Enforce passenger policies and manage onboard disruptions or emergencies.
- Resolve customer service issues efficiently and professionally.
- Deliver service updates every 15 minutes via intercom, displays, or direct communication; ensure consistent messaging across the crew.
- Lead and empower Hospitality Attendants to prioritize passenger comfort and satisfaction.
- Communicate essential trip details, station stops, and passenger needs to Locomotive Engineers using ONTC radio protocols.
- Submit detailed trip assessment reports to the Manager of Food and Onboard Services, including revenue and performance data.

**REQUIREMENTS**:

- College diploma in Hospitality or a related field
- Valid Food Handling certificate, Smart Serve and CPR preferred
- 3 - 5 years experience leading a team of customer service and hospitality personnel
- Bilingual in English and French (verbal)
- Proven ability to manage operations in high-paced, customer-focused environments
- Familiarity with general operating instructions (GOI) including passenger handling and radio communication
- Pr