POSITION: Supervisor, Hospitality and On-Board Services (OBS)
REPORTS TO: Manager, Food and On-Board Service
DEPARTMENT: Passenger Services
LOCATION: North Bay
REFERENCE: 500-69-27
SALARY: $91,572 - $107,718

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
• Proficient in Microsoft Office Suite (Word, Excel, Outlook)
• Experience with reservation and POS systems (Moneris, etc)
• Knowledge of Federal and Provincial Health & Safety regulations
• Training in critical incident stress management and peer support
• Skilled in de-escalation techniques (e.g. Trauma-Informed Care, Non-Violent Crisis Intervention)
• Familiarity with emergency equipment and procedures
• Strong cash handling and payment processing skills
• Excellent time management and organizational abilities
• High attention to detail and accuracy
• Effective problem-solving and decision-making skills
• Collaborative team player with strong interpersonal skills
• Commitment to health and safety
• Must be able to work shift schedules that may include weekends, holidays, evenings and overnights.

BACKGROUND INVESTIGATION: The successful candidate will need to pass the following clearances: criminal record check, employment references and education verification.

CLOSING DATE: Monday August 10, 2026, no later than 11:59 p.m. We thank all applicants for their interest; however, only those selected for an interview will be contacted. Qualified individuals are invited to apply in writing with a current covering letter and resume (provided in one document), stating reference name and number. Visit our career website to apply: https://www.ontarionorthland.ca/en/careers
If it is determined that any information provided in the application or during the recruitment process is false, misleading, or incomplete, Ontario Northland may discontinue your candidacy from further consideration.