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You'll connect Queensland. We'll connect you to an amazing career.
Queensland Rail is built on true connection and everything we achieve is made possible by you.
Our Queensland Rail Travel network is proud to connect communities throughout the state. We deliver unique tourism experiences in some of Queensland's most picturesque locations. Our long-distance train services provide critical connections to family, friends, holidays, work and medical care.
About our Team
As the Passenger Services Coordinator some of the duties that you will be responsible for include providing assistance in the onboard kitchen to prepare food and drinks, leading a team of two Customer Service Attendants and providing exceptional customer service onboard our long distance Traveltrain services. As this role is based in Townsville, you will primarily work on board our Spirit of Queensland (Townsville to Cairns) services where you can expect to be away for up to 2 days at any given time. You will also be required to assist with Station Assistant duties on the platform as required.
You will join a team that consists of approximately twenty-five including one other Passenger Services Coordinator. When on board the train you will be the sole Passenger Services Coordinator but will work with an experienced and supportive team of up to five others consisting of the Passenger Services Supervisor, Passenger Attendant and Customer Service Attendants.
Why join our team?
* An annual salary of $78,137 + 12.75% super. However, after including applicable allowances (travel, away from home, first aid, meals, weekend and public holiday work), a Passenger Services Coordinator can earn up to approximately $100,000 + 12.75% super
* Work within a supportive team environment with potential for career progression e.g. Passenger Services Supervisor
* Employee Assistance Program providing employees with holistic and contemporary health and wellbeing programs
About the role:
* Supervise and assist in providing exceptional customer service this includes interacting with customers on the platform, assisting customers in boarding or disembarking the service, assisting with serving and reprovisioning food and beverage or in checking and comparing passenger tickets against manifest to resolve any concerns
* Ensure Customer Service Attendants are maintaining the required standards of service and are following the required policies and procedures
* Identify, rectify and report any feedback regarding customer experience or issues relating to the cleanliness and maintenance of facilities / amenities on board
* Ordering stock
* Participate in reviewing menus, service cycles, staff training, crew handbook and provide feedback to enhance onboard service and presentation
* General cleaning duties including ensuring that food hygiene practices are met
This is a permanent full-time which typically works between the hours of 0600-1800 however flexibility is required as the hours are dependent on business needs. You can also expect to work every second weekend and some public holidays.
About you:
Resilient and adaptable individual who thrives in a team and fast-paced environment.In addition to this you will have:
* Previous experience in supervising and leading a team in a food and beverage service
* Strong work ethic and willingness to go the 'extra' mile
* Exceptional communication skills coupled with a customer focused attitude to ensure a positive experience for customers
* Substantial skill in identifying, analysing and resolving issues
* Strong understanding of food and beverage service and policies relating to the carriage of passengers
* Sound knowledge of cost control and cash management techniques
* A safety conscious attitude
* Relevant tourism, transport or hospitality industry experience is highly advantageous
Candidates also need to currently hold or be willing to obtain the below certificates prior to employment:
• Responsible Service of Alcohol (RSA)
• Food Hygiene
Supporting a Diverse Workforce
Queensland Rail acknowledges the Traditional Owners and Elders of the lands and waterways our network traverses.
Our teams arePeople who Count. We encourage diversity in our teams, including different genders, age, race, disability status, sexual orientation, religions, neurodiversity, education levels and many more aspects. No two journeys are the same, and it's because of our differences that as a collective, we achieve great things.
Please advise if you would like to discuss reasonable adjustments in the recruitment process.
Your journey matters. Make it with us.
There's never been a more exciting time to join Queensland Rail. If you're ready to make a real impact and help shape our future, we encourage you to submit your resume and cover letter by 11:59pm 25th June 2025.
Queensland Rail pays its respect to Elders past and present. Queensland Rail also acknowledges the contributions of First Nations (Aboriginal and Torres Strait Islander) peoples within Queensland Rail and the communities we serve.
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