Station Host

Position Overview

At Etihad Rail, we want our passenger rail service to be reflective of the high standards that we instil as an organisation, and exacting to our friendly, welcoming, customer centric values.

The Station Host will act as a Brand Ambassador for Etihad Rail Mobility passenger train services, dedicated to delivering safe, comfortable, and memorable travel experiences to our valued passengers. We are currently seeking an experienced Station Host to join our team. The ideal candidate will have 3+ years of relevant experience in the railway or similar sectors.

As a Station Host, you will be a welcoming presence for our passengers as they embark on their journey. Reporting to the Station Supervisor, you will be responsible for providing exceptional customer service, ensuring a smooth station experience, and maintaining service excellence in line with our passenger services standards.

Roles and Responsibility

• Welcome passengers at the station, assisting with inquiries, ticketing, and providing information on schedules and services.

• Ensure a smooth and efficient boarding process, assisting passengers with seating, luggage, and any special requests.

• Verify and process passenger tickets, ensuring accuracy and compliance with fare regulations.

• Maintain the cleanliness and organization of station facilities, including waiting areas, restrooms, and platforms.

• Adhere to safety regulations and emergency procedures, ensuring passenger safety within the station premises.

• Make announcements regarding train departures, arrivals, and any important information to keep passengers informed.

• Address passenger inquiries, concerns, and requests courteously and promptly, ensuring passenger satisfaction.

• Manage passenger flow during peak travel times to ensure an orderly and safe station environment.

• Provide extra assistance to passengers with disabilities or those requiring special accommodations like pregnant ladies or senior citizens.

• Work collaboratively with onboard crew members, station staff, and the onboard supervisor to ensure a seamless passenger experience.

• Perform shifts and emergency duties when required.

• Perform and carry out other duties as instructed / directed by the line Manager.

Desirable qualifications, skills, and experience

• High school diploma or equivalent (relevant certifications or training in customer service is a plus).

• 3+ years of experience in customer service, onboard services, or a related field, with a background in the railway or similar sectors preferred.

• Exceptional interpersonal and communication skills in English or English and Arabic.

• Strong problem-solving abilities and adaptability in a dynamic environment.

• Knowledge of safety protocols and emergency response procedures.

• Ability to work effectively in a team and independently.

• A passion for delivering outstanding customer service.

Other Responsibilities

Safety Responsibilities

• To comply with those elements of the Etihad Rail Mobility environment, health and safety management system and other company documents where specific responsibility is identified with the role or as a general requirement on all employees.

• All members of Etihad Rail staff must comply with the company Drugs and Alcohol policy,

Security

Etihad Rail Mobility employees are responsible for:

• Being aware of the current policies and procedures and their responsibilities for protecting corporate assets;

• Using corporate resources only for intended purposes as defined by policies and procedures of Etihad Rail;

• Being accountable for their actions relating to their use of all assets.