POSITION TITLE: Red Cap

FLSA: Nonexempt
 

POSITION REPORTS TO: Stationmaster and Assistant Stationmaster
 

HISTORICAL BACKGROUND:

The actual beginnings of the Redcaps are shrouded in mystery. They appeared in railroad history when passengers began to call “Hey Porter!” as they were in need of help with their baggage. The first recorded reference to a Redcap was on Labor Day in 1890, when James Williams, a porter in New York’s Grand Central Station, tried a piece of red flannel around his black cap to be more easily identified. Traffic was exceptionally heavy that day and Williams did so well on tips that before long other porters adopted this mode of identification.

This custom gradually developed in other parts of the country and in 1896 a statement appeared in Railway Age which described the services offered to the traveling public by the New York Central, the Pennsylvania and Chicago, and Northwestern Railroads. The article mentioned that “porters will, if desired, accompany passengers, carrying hand baggage… The Chicago and Northwestern announced that ‘no fee will be necessary.’ Whether the giving of tips is absolutely prohibited, is a question which the reader must decide for himself by reading between the lines”

--- “The Early Organization of Red Caps 1937 – 1938” by Patricia Romero. Association for the Study of African American Life and History, Vol. 29, No. 5. February 1966.

SRC’s POSITION PURPOSE:

The Red Cap at the Strasburg Rail Road is a key member of the Station Department, providing valuable front-line interaction with guests. The Red Cap is responsible for giving direct service to our guests by offering guidance and information. The Red Cap assists in escorting and attending to groups. Essentially, the Red Cap is charged with serving the guest and enhancing guest experience to the greatest extent possible.
 

ESSENTIAL DUTIES:

The Red Cap is responsible to be:

1. Exceedingly familiar with the railroad’s operation, being able to effectively answer customers’ questions, educate guests about the railroad, and encouraging them to make the most of their visit.
2. Aware of arriving tour groups, in a ready position to greet them upon arrival.
3. Escort the group leader to the station and the group to their appropriate seating on the train.
4. Attend to guests’ needs and concerns through exemplary customer service.
5. Wear the appropriate uniform.
6. Assist with crowd control and the dissemination of information in front of the station.
7. Complete incident report(s) as necessary.
8. Assist with other duties as assigned.

PERFORMANCE MEASUREMENTS:

1. Neat and clean appearance subscribing to the uniform requirements and the requirements found in the SRC Employee Handbook and the subordinate Station’s Standard Operating Procedure (SOP)
2. Positive and effective relations with our guests, including the ability to solve problems and meet their immediate needs.
3. Positive and effective relations with co-workers.
4. Timely work attendance and adherence to the worker replacement policy.

QUALIFICATIONS:

1. Fun, outgoing personality and a positive attitude.
2. Flexibility and ability to adapt to unexpected circumstances.
3. Ability to stand/walk for the majority of a 4- to 6-hour shift.
4. Though not required, an interest in history and/or railroading is a plus.
5. Willingness to work the Station Department’s minimum requirement of 2 to 3 days per calendar month, including weekend shifts, subject to the railroad’s operational schedule

WORKING CONDITIONS:

1. The Red Cap position is part-time and seasonal.
2. Training for this position will be on-the-job.
3. The length of the shift is typically 3 to 6 hours based on SRC’s hours of operation.
4. Must be able to stand/walk in outdoor conditions for most of the shift.
5. Breaks are on-the-job, as time and duties permit.
6. If a situation arises where help is needed, a 2-way radio is provided so that the Standby, Station, or Ground’s Maintenance’s Mall Attendant can be summoned for help.
7. Smoking is prohibited while in the railroad’s public domain areas.