Station Master

Responsibilities

•    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.
 

Qualifications

• A minimum of 3 to 4 years of experience in passenger railways, transportation operations or similar Customer Services operations, with a track record of progressive responsibility.
• Strong leadership and people management skills.
• Excellent verbal communication and interpersonal skills to interact effectively with passengers from diverse backgrounds and handle customer inquiries or complaints with professionalism and empathy.
• Ability to multitask and prioritize tasks efficiently while maintaining attention to detail and accuracy.
• Strong problem-solving abilities and the capacity to remain calm and composed in challenging and time-sensitive situations.