POSITION TITLE: Ticket Agent

FLSA: Nonexempt

POSITION REPORTS TO: Stationmaster and Assistant Stationmaster

POSITION PURPOSE:

In keeping with the mission of Strasburg Rail Road Company, which is to provide transportation and present the best example of early 20^th Century steam railroading in a safe, clean, and historic environment, the Ticket Agent is responsible for the sale of tickets and passes to the general public in a kind and respectful manner, befitting of an early 20^th Century steam railroad.

ESSENTIAL DUTIES:

The Ticket Agent is required to:

1. Check station signage to ensure its accuracy.
2. Prepare cash drawer for the day.
3. Prepare necessary paperwork.
4. Verify accuracy of currency.
5. Open sales window one hour prior to first scheduled train.
6. Quickly and efficiently sell tickets and passes through the railroad’s computer-driven, cloud-based ticketing solution.
7. Announce train arrivals.
8. Communicate pertinent information clearly and succinctly over the 2-way radio.
9. Answer questions and provide information as appropriate to the railroad’s wide demographic of guests.
10. At conclusion of scheduled shift, the Ticket Agent must:
    1. Reconcile cash drawer
    2. Prepare deposit
    3. Prepare change bag for next day
    4. Secure ticket office, locking doors and activating alarm.
11. Take deposit to bank.
12. Assist with training of new agents.
13. Provide exemplary customer service, treating guests as you would desire to be treated.
14. Assist with other duties as assigned.

PERFORMANCE MEASUREMENTS:

1. Neat and clean appearance subscribing to the Uniform Policy and the requirements found in the SRC Employee Handbook and the subordinate Station Department’s Standard Operating Procedure (SOP).
2. Courteous and efficient relations with guests, including the ability to solve problems and meet their immediate needs.
3. Demonstrated an ability to accurately disseminate information about the railroad, its train- and event-related tickets/passes, and the variety of train accommodations.
4. Consistent eagerness to answer questions and always serve the visiting guest with a positive attitude.
5. Positive and effective relations with co-workers.
6. Proper handling, accounting, and safeguarding of company funds and collected fares.
7. Timely work attendance and adherence to the worker replacement policy.

QUALIFICATIONS:

1. Ability to positively interact with people – guests and co-workers alike.
2. Enthusiasm to provide exemplary customer service.
3. High degree of comfort and proficiency in working with computers. Typing and search bar functionality skills a plus.
4. Ability to accurately handle funds and reconcile a cash drawer.
5. Flexibility and ability to adapt to unexpected circumstances.
6. Willingness to work the Station Department’s minimum of 2 days a week per calendar month, including some weekend shifts, subject to the railroad’s operational schedule.
7. Punctuality.

WORKING CONDITIONS:

1. The Ticket Agent position is part-time and seasonal
2. Training for this position will be on-the-job.
3. Length of shift varies from 2 to 10 hours based on railroad’s hours of operation.
4. Work is primarily conducted indoors within the East Strasburg Station; however, outdoor work may be required during special events.
5. No specific meal break is provided, except when late trains are operating. Other Station staff will provide coverage at the point of sale, should a restroom break be needed.
6. Smoking is prohibited while in the railroad’s public domain areas.
7. Must be able to work well under pressure.
8. If a situation arises where help is needed, a phone and a 2-way radio are provided so that the proper individuals can be summoned to help.

SCHEDULE CHANGES AND WORKER REPLACEMENT PROCEDURE:

At SRC, employees are responsible for the shifts for which they are scheduled. If an employee is unable to work a shift for which they are scheduled, the employee is responsible for finding their own replacement for the scheduled shift. Employees will be provided with a roster, including the names and telephone numbers of employees eligible to replace them on the schedule. In special circumstances, shift changes may require supervisor approval, but generally, the supervisor need not approve the changes on the schedule. Any changes in shift responsibilities shall be made on the Departmental and/or Master Schedule or the employee who is originally placed on the master schedule will be held fully accountable, should a position remain un-staffed for a shift.

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. Additional functions and requirements may be assigned by supervisors as deemed appropriate. 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.

Revised: 1/6/2020 ESC