POSITION:Supervisor, Hospitality and On-Board Services (OBS)REPORTS TO:Manager, Food and On-Board ServiceDEPARTMENT:Passenger ServicesLOCATION:Cochrane or North BayREFERENCE: SALARY:$88,868 - $104,546WHO WE ARE:Ontario Northland Transportation Commission (ONTC) is an Agency of the Province of Ontario that provides efficient and vital transportation services. We are a modern, forward-thinking organization focused on providing safe and reliable transportation services. ONTC has a rich history of over 120 years and strong connections to the communities we serve. With over 1100 skilled professionals, we work together to enhance transportation services and ensure that they are sustainable for future generations. We offer a dynamic workplace culture, along with a competitive salary, excellent benefit package, a defined benefit pension plan, paid vacation, paid personal leave days and discounted transportation on our bus and passenger rail services.Ontario Northland takes pride in leading the reinstatement of passenger rail services in Northeastern Ontario, a crucial initiative aimed at enhancing regional connectivity. As we progress on this key undertaking, we are actively seeking dedicated and skilled individuals to join our esteemed Northlander team. As a valued member of the Northlander team, you'll have the opportunity to collaborate across various disciplines, contributing your expertise to shape the future of transportation in Ontario and foster vital connections within communities. Don't miss an opportunity to contribute to the new era of the Northlander– apply now and embark on a rewarding career with Ontario NorthlandACCOUNTABILITY 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 volumesVerify and approve weekly payrollConduct pre-trip coach inspections to ensure service standards are met; direct crew as needed and report deficiencies to the cleaning departmentFoster a collaborative, customer-focused team cultureLead daily briefings to communicate goals, delegate tasks, and ensure smooth operationsSupport Onboard Hospitality Attendants as needed to maintain service qualityCommunicate effectively with team members regarding passenger needs and service updatesAccept and reconcile vendor deliveries from internal or third-party sourcesVerify daily sales and ensure accuracy through quality assurance checksEnsure compliance with safety protocols and maintain clear communication with the operating crewConduct pre-trip briefings and relay relevant information to the Locomotive EngineerConfirm all onboard safety equipment is present and functioningPerform regular equipment checks and document issues for the Mechanical DepartmentReport station or platform deficiencies to the operations center for resolutionComplete safety inspection logs and report any concernsProvide service briefings to staff,



highlighting special passenger needs, supply shortages, and contingenciesOversee and assist with passenger boarding and alighting, including wheelchair lift operationsEnsure passenger comfort and coach cleanliness, including seating, walkways, bathrooms, and galleysMonitor service delivery and provide feedback to staffPatrol the train regularly and address passenger concerns promptlyEnforce passenger policies and manage onboard disruptions or emergenciesResolve customer service issues efficiently and professionallyDeliver service updates every 15 minutes via intercom, displays, or direct communication; ensure consistentmessaging across the crewLead and empower Hospitality Attendants to prioritize passenger comfort and satisfactionCommunicate essential trip details, station stops, and passenger needs to Locomotive Engineers using ONTC radio protocolsSubmit detailed trip assessment reports to the Manager of Food and Onboard Services, including revenue and performance dataREQUIREMENTS:College diploma in Hospitality or a related fieldValid Food Handling certificate, Smart Serve and CPR preferred3 – 5 years experience leading a team of customer service and hospitality personnelBilingual in English and French (verbal)Proven ability to manage operations in high-paced, customer-focused environmentsFamiliarity with general operating instructions (GOI) including passenger handling and radio communicationProficient in Microsoft Office Suite (Word, Excel, Outlook)Experience with reservation and POS systems (Moneris, etc)Knowledge of Federal and Provincial Health & Safety regulationsTraining in critical incident stress management and peer supportSkilled in de-escalation techniques (e.G. Trauma-Informed Care, Non-Violent Crisis Intervention)Familiarity with emergency equipment and proceduresStrong cash handling and

📌 Supervisor, Hospitality And On-Board Services - C$88,868 - C$104,546 A Year (Thunder Bay)
🏢 Ontario Northland Transportation Commission
📍 Thunder Bay