Amtrak. Service Standards Manual for Train Service and On-Board Service Employees (Version 6, 2011)

e) Non-Compliant Issues

• The Conductor in Figure 5-3 cannot wear this

short sleeve shirt without epaulets in this manner.

The white short sleeve shirt/blouse without

epaulets (no longer available from Amtrak)

must always be worn with the prescribed jacket.

• The Conductor in Figure 5-4 cannot wear this

short sleeve shirt with epaulets in this manner.

The white short sleeve shirt/blouse with epaulets

must always have the correct slides attached or

worn with the prescribed jacket.

• A vest is never to be the outermost garment. If

a vest is worn, the prescribed jacket must be the

outermost garment.

Figure 5-3 - Non-Compliant Usage

Figure 5-4 - Non-Compliant Usage of

of Short Sleeve Shirt without

Short Sleeve Shirt with Epaulets for

Epaulets for Train Service Employee

Train Service Employee

Service Standards Manual No. 6

5-5

2. On-Board Service Employees

Lead Service Attendant - Diner (LSA-Diner)

a) Prescribed Uniform

The prescribed uniform includes the navy blazer,

navy pants (navy dress or navy skirt), plain white

long sleeve shirt/blouse and approved custom red

or blue neckwear. (Refer to Figure 5-5)

b) Uniform Options

Previously issued navy pleated trousers/slacks are

authorized to be worn. Female skirts and slacks are

interchangeable. Maternity clothing is available

upon request.

c) General Uniform

Information All uniform components must be issued

by Amtrak. Amtrak photo ID must be worn at all

times. Amtrak nametag must be worn on left breast

panel of uniform at all times while on duty.

Figure 5-5 - Prescribed Uniform for (LSA-Diner)

5-6

Uniform and Grooming

3. On-Board Service Employees

Lead Service Attendant, Service Attendant, Train

Attendant and Sleeping Car Attendant

a) Prescribed Uniform

The prescribed uniform includes the navy vest,

navy pants (navy dress or navy skirt), plain white

long sleeve shirt/blouse and approved custom red

or blue neckwear. (Refer to Figure 5-6)

b) Uniform Options

A blazer may be worn individually or over the

vest and cardigan sweater. The vest and cardigan

sweater cannot be worn simultaneously. A white

short sleeve shirt/blouse without epaulets (no

longer available from Amtrak) may be worn

year-round when covered with the prescribed

blazer, vest or sweater.

Figure 5-6 - Prescribed Uniform for On-Board Service Employees

Service Standards Manual No. 6

5-7

A white short sleeve shirt/blouse with epaulets

and appropriate slides may be worn year-round

when covered with the prescribed blazer or sweater

but not the vest. When an apron is worn (LSA/SA

only), it must be the outermost garment and can

only be worn over the prescribed white long sleeve

shirt/blouse or the prescribed white short sleeve

shirt/blouse with epaulets and appropriate slides.

Aprons cannot be worn over a blazer, vest, sweater

or a white short sleeve shirt/blouse without epaulets.

Previously issued navy pleated trousers/slacks are

authorized to be worn. Maternity clothing is

available upon request.

Figure 5-7 - Correct Seasonal Uniform Option for On-Board Service Employees

5-8

Uniform and Grooming

Seasonal Uniform Options

During the period from May 1 to October 31 or

when there are periods of sustained temperatures

exceeding 80-degrees during the year, On-Board

Service Employees may remove their vest, as long

as the prescribed white long sleeve shirt/blouse or

the white short sleeve shirt/blouse with epaulets

and the appropriate slides are worn. The short

sleeve shirt/blouse with epaulets is always worn with

the appropriate slides and is never worn without

slides. (Refer to Figure 5-7)

d) General Uniform Information

All uniform components must be issued by

Amtrak, excluding white short sleeve shirts/

blouses without epaulets. On-Board Service

Employees must use the white on blue slides.

Amtrak photo ID must be worn at all times.

Amtrak nametag must be worn on left breast

panel of uniform at all times while on duty.

Service Standards Manual No. 6

5-9

e) Non-Compliant Issues

• The On-Board Service employee in Figure 5-8

cannot wear a vest over this short sleeve shirt

with epaulets and slides in this manner. A white

short sleeve shirt/blouse with epaulets and the

appropriate slides is not permitted when a vest

is worn.

• The On-Board Service employee in Figure 5-9

cannot wear a vest over this short sleeve shirt

with epaulets in this manner. A white short

sleeve shirt/blouse with epaulets minus slides is

not permitted when vest is worn.

Figure 5-8 - Non-Compliant Usage of

Figure 5-9 - Non-Compliant

Vest over a Short Sleeve Shirt with

Usage of Vest over a Short Sleeve

Epaulets and Slides for On-Board

Shirt with Epaulets for On-Board

Service Employee

5-10

Uniform and Grooming

• The On-Board Service employee in Figure 5-10

cannot wear this short sleeve shirt without

epaulets in this manner. A white short sleeve

shirt/blouse without epaulets must always be

worn with the prescribed blazer, vest or sweater.

• The On-Board Service employee in Figure 5-11

cannot wear this short sleeve shirt with epaulets in

this manner. A white short sleeve shirt/blouse with

epaulets must always have the correct slides

attached or must be worn with the prescribed

blazer.

Figure 5-10 - Non-Compliant

Figure 5-11 - Non-Compliant

Usage of Short Sleeve Shirt

Usage of Short Sleeve Shirt with

without Epaulets for On-Board

Epaulets for On-Board Service

Service Employee

Employee

Service Standards Manual No. 6

5-11

4. On-Board Service Employees

Chef

a) Prescribed Uniform

The prescribed uniform includes the apron, beard

net, chef coat, chef hat or baseball cap and chef

trousers. (Refer to Figure 5-12)

b) Uniform Options

The chef coat may be worn with or without the

apron. The chef hat is only to be worn by the Chef.

Maternity clothing is available upon request.

c) General Uniform Information

All uniform components must be issued by Amtrak.

Amtrak photo ID is not required during food

preparation, for safety reasons. Amtrak nametag

or embroidered nametag must be worn on left

breast panel of uniform at all times while on duty.

Figure 5-12 - Prescribed Uniform for Chef Employees

5-12

Uniform and Grooming

Dress Wear

Proper cleaning and maintenance of all uniform articles

are required. The prescribed uniform must be worn

and in a presentable condition at all times.

•

Company photo identification must be worn and

be clearly visible above the waist at all times

while on company property, in accordance with

Amtrak’s Employee Security Handbook.

•

Maintain all uniform items in a clean, crisp, and

presentable condition at all times.

•

Uniform must fit well and not be excessively tight

or baggy.

•

Avoid overstuffing pockets that cause bulging or

distort the shape of the uniform item. (Shoulder

pouches and/or hip pouches are available to

accommodate COTS and other forms that are

required.)

•

Uniform items may not be changed in any way.

(For example, do not have pants/slacks altered so

that they are tapered, pegged, or cuffed.)

•

Suit jackets or blazers may be buttoned or unbut-

toned and worn over all uniform components.

•

Sweaters are not permitted to be worn over vests.

•

Vests, when worn, must always be buttoned.

•

Vests are not permitted to be worn over short

sleeve shirts that have epaulets.

•

Pants/slacks must be tailored to fall at the front

of the instep of the shoe without breaking and to

the seam of the heel of the shoe at the back.

•

Belts must be worn at all times, except with skirts.

•

Skirt lengths are not to be any shorter than two

(2) inches above the knee.

•

Plain white dress shirts must always be fully

buttoned and worn with a knotted tie.

•

Cuffs on the shirt/blouse must always be buttoned

and must never be rolled up or tucked under.

•

Shirts/blouses must be worn inside the pant or

skirt at all times.

•

Shirts/blouses must not be monogrammed.

•

Plain white blouse must be fully buttoned when

wearing the jabot.

•

Blouse may be worn with the top button open

when wearing the scarf.

•

Collars must lay flat and not be turned up around

neck. (If jackets are worn, make sure the collar

stays flat inside the jacket.)

Service Standards Manual No. 6

5-13

•

Train Service females are not allowed to wear the

scarf and must always wear their blouses fully

buttoned with the jabot.

•

Outerwear garments that are Amtrak-issued may

be worn with the uniform while on duty.

•

Outerwear garments not issued by the company

must be navy and similar to the style of the

Amtrak-issued.

•

Outerwear may not be worn on-board trains while

performing duties (e.g., ticket lifts, or serving food).

•

Hats that are required, must be worn when in

uniform. (When entering the Dining Car, hats

must be removed and carried under the arm as a

matter of common civility.)

•

Only Amtrak-issue skull caps may be worn while

on duty (in drafty outdoor areas such as platforms

while entraining and detraining passengers) by

OBS employees who do not have a hat as part of

their prescribed uniform.

•

Gloves must be black and only worn when outdoors.

•

Train service employees are only authorized to

wear the prescribe pillbox-style hat while on duty.

•

Suspenders, when worn, must be under the jacket

or vest.

D. Personal Appearance and Hygiene

Employees are the face of Amtrak. Everything you do

while in uniform reflects on the company. Customers

notice and appreciate a friendly tone of voice, open and

attentive body language and a caring, helpful attitude.

These are the things that keep passengers coming back.

Remember, a genuine smile is part of every Amtrak

uniform.

• Employee’s hygiene should be non-offensive,

even when deadheading or off-duty.

• Employee’s appearance should always be neat,

clean and professional at all times in the presence

of passengers, even when deadheading or off-duty.

• Use of a lightly scented perfume, cologne or

after-shave lotion is permitted.

• Tattoos may not be visible while in uniform.

Hair

a) Both Males and Females

• Hair must not extend below the shirt collar.

5-14

Uniform and Grooming

• Hairstyles must not exceed 11/2 inches in fullest.

• Hair and scalp should be clean and contribute

to an overall neat appearance.

• Hairstyle should be professional and

business-like.

• Hair color must be natural looking.

b) Males

• Hair may not be worn in ponytails, spikes or

punk rock styles.

• Hairpieces may be used provided they are

natural looking.

Females

• Shoulder length or longer hair should be

secured and pulled back.

• Hair may not be worn in spikes or punk rock

styles.

• Conservative hair accessories may only include

black colored barrettes, bows, hair combs, hair

bands and banana combs.

• Hairpieces including wigs, falls and extensions

may be used provided they are natural looking.

Grooming

a) Males

• Sideburns must be even in length, well

trimmed, and may not be lower than the bottom

of their ear lobe.

• Moustaches should be clean, well shaped,

properly trimmed and may not be grown

below or outside the upper lip line.

• Beards and goatees must be clean and neat in

appearance.

b) Females

• Makeup should be tastefully applied.

• Use tasteful and professional blush, lipstick

and mascara.

• Foundation, if worn, should complement the

skin tone.

Nails

a) Males

• Nails must be clean and well manicured.

• Length should be even with the top of the fingers.

• Only wear clear nail polish.

Service Standards Manual No. 6

5-15

b) Females

• Nails should be clean and well manicured.

• Maximum length, for both natural nails and

nail extensions is 1/2 inch from the tip of the

finger.

• Only wear nail polish that complements the

skin tone.

• Nail polish designs, decals and charms are not

allowed.

c) Food Service Employees

Food service employees should follow the grooming

standards that are outlined in Chapter 3 “FDA

Rules & Inspection Standards”, section A. “Food

Service Cars.”

Footwear and Accessories

Footwear

• Shoes must be black leather, plain, clean and

polished.

• Shoes must provide ample protection in the work

environment (e.g., cover the entire foot, including

toes and heels) and conform to all guidelines.

• Shoes must fasten to the foot and have a definite

heel.

• Shoes must cover entire foot including toes and

heel.

• Heels may not exceed 2 inches.

• Stacked and platform shoes may not be worn.

• Socks or hosiery are required.

• Hosiery must be skin tone or black sheer only.

• Boots or yard work type shoes are never to be

worn with dresses or skirts.

• Only stockings, pantyhose or tights are to be

worn with a skirt or dress.

• Socks must only be worn with slacks/trousers and

be plain, black and high enough so that the tops

do not show at any time.

Glasses and Sunglasses

• Select a style of glasses that is business-like and

conservative in size and frame color and that

complement the facial structure.

• The eyeglass lenses may be tinted slightly.

• Glasses or sunglasses should not be worn on the

top of the head.

5-16

Uniform and Grooming

• Do not wear sunglasses inside trains, stations or

facilities. (Certain medical exceptions may apply.)

Jewelry

Jewelry or ornamentation other than the types

described in this section must not be worn.

Both Males and Females

• All employees must have a working watch that

is conservative and business-like.

• Medic Alert bracelets may be worn.

• If a necklace of any type is worn, make sure it

is not visible when you are in uniform.

• Only one (1) of the following lapel pins may

be worn in addition to the Amtrak name tag.

Employees may wear their union affiliation,

Amtrak brand, Years of Service, special promo-

tion or an earned Incentive Award Program pin.

• In addition to the Amtrak name tag and one

(1) lapel pin, a second military service honors

pin with respect to the traditions of the service

may be worn (i.e. ribbon pins, unit crests,

miniature insignia, blue/gold-star service flags,

rosettes, rank insignia, POW/MIA flag, U.S.

flag or yellow ribbon insignia).

• Body-piercing ornamentation that is visible to

customers is not permitted.

b) Males

• Wearing earrings of any type is not authorized.

• A single bracelet or narrow band with a polished

or brushed finish is acceptable as long as it is not

more than 1/2 inch wide in either gold or silver.

• Employees may wear up to two (2) rings of a

conservative size and style. (Only one ring may

be worn on any finger.)

Females

• Employees may wear one set of matching

earrings (one in each ear lobe only).

• A single bracelet or narrow band with a

polished or brushed finish is acceptable as long

as it is not more than 1/2 inch wide in either

gold, silver, white pearl or diamond.

• Earrings must not be larger than 1 inch in

diameter (about the size of a quarter) and may

be oval, triangular, square,or round in shape.

• Employees may wear up to two (2) rings of a

conservative size and style. (Only one ring may

be worn on any finger. Wedding band sets are

considered one ring as long as you wear them

on the same finger.)

Service Standards Manual No. 6

5-17

4. Neckwear

a) Males

• Ties, where required, must be knotted with a

Windsor or four-in-hand knot and must be

worn at all times.

• Ties must be secured firmly against the collar

and cover the top button.

• Do not tuck ties into shirt or under waistband

or belt.

• Ties must extend to the top of the belt buckle,

but not beyond. (Refer to Figure 5-13)

Figure 5-13 - Prescribed Neckwear for Males

b) Females

• Jabots must be secured firmly against the collar.

• Scarves must be worn at the neck. (Refer to

Figure 5-14)

5-18

Uniform and Grooming

6. Uniform Name Tags

a) Uniform name tags must be either:

• First initial, last name.

• First name (official first name or derivative

associated with SAP number - no nicknames).

b) The first name and/or initial must be your official

name associated with your SAP number.

Example:

If your official name is Michael Smith, Mike is

acceptable on your name tag since it is a derivative

of Michael. However, if your official name is

Michael, you cannot use Joe - even if Joe is your

middle name. If you do not want your name tag to

display Michael or Mike, you would use M. Smith.

c) Name tags must be kept current, clean, straight

and worn on your left breast panel of the uniform.

5-20

Uniform and Grooming

Introduction

This chapter contains general information, which pertains

to all train crew positions. Employee responsibilities are not

limited to the following descriptions, and may be augmented

or modified by Crew Base management when deemed

necessary. On-train crew members are responsible for

understanding and following all applicable chapters in

the “Service Standards: Manual for Train Service and

On-Board Service Employees” that pertain to the type of

service being provided.

A. Customer Service Tips for On-Train

Service Employees

The following Customer Service Tips provide useful

reminders of basic customer service activities

designed to enhance the level of our passenger’s

satisfaction - that is, the feeling that our service has

met or exceeded the passenger’s expectation.

Good customer service is the ability to provide the

type of service expected by our passengers before,

during and after their trip.

A satisfied passenger is a repeat passenger. If we

improve our retention rate by just 1% - that translates

into additional revenue totaling over one millions

dollars annually.

During the daily Job Briefing, employees must review,

discuss and understand the Customer Service Tip as

indicated by the Customer Service Tip Calendar.

Service Standards Manual No. 6

6-1

Customer Service Tips Calendar

For On-Train Service Employees

Date

JAN

FEB

MAR APR

100

101

102

103

104

105

106

107

108

109

110

111

112

113

114

6-2

Crew Functions & Responsibilities

Customer Service Tips Calendar

For On-Train Service Employees

Date

MAY

JUN

JUL

AUG

100

101

102

103

104

105

106

107

108

109

110

111

112

113

114

Service Standards Manual No. 6

6-3

Customer Service Tips Calendar

For On-Train Service Employees

Date

SEP

OCT

NOV

DEC

108

109

110

111

112

113

114

100

101

102

103

104

105

106

107

6-4

Crew Functions & Responsibilities

Customer Service Tips

For On-Train Service Employees

Follow Through

If you say you will do something for the passenger,

follow through and make sure it gets done. If you

don’t know the answer, make every effort to find it.

Expectations

Consistently exceed our passenger’s expectations.

They will appreciate your efforts.

Experience

Amtrak is a unique experience. Help ensure that

passengers enjoy it.

Greetings

Always greet passengers promptly and with a smile,

and ask if you can address your customer by name,

when appropriate.

Praise in Public

Criticize in private. Praise in public.

Listen

Listen to our passenger’s needs. Give them your

complete attention and determine how you can help.

Apologize

On behalf of Amtrak, apologize to the customer.

Even if it is not your fault. He/she will appreciate

and value your apology.

Repeat Riders

Your mission is to turn first-time riders into repeat

riders!

Teamwork

Every employee has a stake in providing great

customer service. The company’s success depends on it.

10.

Communication

Let our passengers know what is going on, even if the

news isn’t pleasant. They will appreciate your honesty.

Effective communication keeps problems small.

Service Standards Manual No. 6

6-5

11.

Attention

Give your full attention and respect to the passenger

with whom you are interacting.

12.

Empathy

Listen to passengers. Determine what they need. If

you cannot provide it, at least try to understand the

passenger’s point of view and practice empathy.

13.

Complaints

Value and listen to our passengers’ concerns. They

are learning experiences.

14.

Anticipation

The more you get to know your passengers, the

better you can anticipate their needs.

15.

Sincerity

Be sincere. Unpleasant news told with sincerity is

appreciated.

16.

Team Members

Treat fellow crew members well and with respect.

Passengers are watching too.

17.

Thank You

A thank you goes a long way. Whenever you get the

chance, thank your passengers. Thank them often.

18.

Saying Yes

Yes is a powerful word. Use it often.

19.

Reassurance

When a passenger has a concern, reassure them

that you understand. Rephrase their concerns back

to them.

20.

Perception

The passenger’s perception of Amtrak depends upon

the service you provide and how you provide it.

21.

Clear Language

Avoid using Amtrak jargon when talking with

passengers. This makes us look unprofessional.

(i.e. deadhead, hotbox, LSA, etc.)

6-6

Crew Functions & Responsibilities

22.

Loyalty

Build passenger loyalty by going above and beyond

what passengers expect.

23.

Staying Positive

Speak positively about Amtrak and train travel when

you are around or talking to passengers.

24.

Smile

Sometimes all it takes is a smile.

25.

Over Deliver

Try to deliver more than you have promised.

26.

Speed

Resolve problems as quickly and safely as possible.

27.

Attitude

Project a can-do attitude. Others will notice it.

28.

Seniors

Be aware that senior passengers may hesitate to

request needed assistance. Always ask.

29.

ADA Passengers

Be sure to give special attention to passengers with

special needs. “How may I assist you?”

30.

First-Class

All passengers deserve first-class service. They have

paid for it.

31. Performance

Any one of us may be the customer’s only contact

with Amtrak. They will judge the whole company on

that one person’s performance.

32. Job

Treat passengers as if your job depends on it.

33. Great Service

Equipment may develop problems and the train may

be late, but the service you provide should reflect

friendly and helpful service.

Service Standards Manual No. 6

6-7

34.

Grooming

Be well groomed and neat in appearance.

35.

Availability

Always let passengers know where you are located.

36.

Patience

Some passengers need more help than others, and

some situations will be difficult to handle.

37.

Tips

Never solicit, but remember, good service can mean

good tips!

38.

First-Time Riders

Remember many of our passengers have never

traveled by train before and may need more assistance

or have questions.

39.

Disappointment

When a passenger is disappointed with the service

he/she received, make every effort to fix it

immediately, if you can.

40.

Arguments

You may be right, but never argue with a passenger!

Resolve the issue with dignity and respect.

41.

Blame

Take the heat even if the customer is wrong.

42.

Cleanliness

Litter and overflowing trash make a bad impression

on our passengers.

43.

Equipment Problems

You may not be able to control problems with the

equipment. However, you can control your reaction

to the problems.

44.

Customer Relations

Exhaust all options to solve a customer’s problem,

and as a last resort, direct customers to call

Customer Relations at 1-800-USA-RAIL.

6-8

Crew Functions & Responsibilities

45.

Nice Touches

At station stops, wipe the handrails so customers

don’t get their hands dirty.

46.

Luggage

When practical, safely help passengers with their

luggage.

47.

Announcements

Clear, concise PA announcements are appreciated by

our passengers.

48.

Question

If you were the passenger, what kind of service

would you want?

49.

Information

Information and knowledge are powerful. Share

them with our passengers.

50.

Complaints

Don’t complain to our passengers. They are here to

enjoy their trip.

51.

Cell Phones

Don’t use your cell phone for personal calls in view

of passengers.

52.

Co-workers

Help your coworkers. Work together. Support each

other. Teamwork speaks volumes.

53.

Golden Rule

Do unto others what you would want done unto you.

54.

Opportunities

Look for an opportunity today to make someone’s

day better.

55.

Travel Options

Remember, passengers chose to travel by train.

Make it a great experience for them.

56.

Expectations

Exceed the passenger’s expectations. They’ll love it.

Service Standards Manual No. 6

6-9

57.

Importance

Treat every passenger with importance. They are all

important!

58.

Ask

Ask your passenger what you can do to give them

better service.

59.

Thank you

Thank the passenger for riding Amtrak and ask

them to ride again!

60.

Empathy

Always show courtesy and respect, especially if a

passenger is upset.

61.

Can-Do

Choose a “can-do” attitude. It pleases our passengers

and gives them confidence in us.

62.

Perception

Perception is everything. Help passengers feel you

are right there, ready to help.

63.

Going the Extra Mile

Always go the extra mile to solve a passenger’s

problem.

64.

Frustrations

Don’t take passenger’s frustration personally. Stay

professional.

65.

Staying Calm

Do your best to stay calm. Don’t allow yourself to be

drawn into an argument. Focus on the issue and

solution rather than on the person.

66.

Distractions

Put distractions aside and give each passenger your

undivided attention.

67.

Welcome

Welcome passengers as if they were guests in your

home.

6-10

Crew Functions & Responsibilities

68.

Family

Treat each passenger the way you would want someone

to treat your grandparents, parents, or children.

69.

FAST

Customer Service Excellence is Friendly, Attentive,

Sincere and Timely. How FAST are you?

70.

Weather

Inclement weather in the forecast? Caution and

assist our passengers as they en-train and de-train.

71.

Trust

Build trust by giving the passenger the benefit of

the doubt.

72.

Quality

Customer service is as good as the people who provide

it. How good are we?

73.

Ambassador

Be an ambassador to our passengers from other

countries.

74.

Transportation Choice

The customer has many transportation options

available to them. Provide excellent service so they

will choose Amtrak.

75.

Children

Help children have positive, memorable train trips.

After all, they are our future customers.

76.

Pride

Take personal pride in the quality of each passenger's

Amtrak experience.

77.

Assistance

Step forward and offer assistance to passengers

before they ask for help.

78.

Alternatives

Offer a positive alternative rather than just telling a

passenger "no."

Service Standards Manual No. 6

6-11

79.

Repeating Information

Cheerfully repeat or explain information for a

passenger who could not hear or understand it.

80.

Assistance

Offer to bring food and drinks to the seat of passengers

who cannot easily move through the train.

81.

Families

Assist parents who are overwhelmed with children

and baggage.

82.

Employee Chatter

Complete conversations with other employees later,

not while interacting with a passenger.

83.

Passenger Requests

Understand that a passenger's request is what is

most important to him or her at that moment.

84.

Body Language

Use body language that invites passengers to

approach you with their questions and needs.

85.

Cleanliness

Take pride in the cleanliness and appearance of the

train and make it inviting to passengers.

86.

Fresh Look

Take a fresh look at the train from a passenger's

perspective. Look for what you can improve.

87.

Special Trip

Recognize that this may be a special trip for a

passenger. Help make it even better.

88.

Not My Job

Ask passengers how you can help them rather than

telling them that something is not your job.

89.

Delays

If there is a problem or a delay, give passengers factual

information as soon as possible.

6-12

Crew Functions & Responsibilities

90.

Priorities

Show each passenger that he or she is your highest

priority at that moment.

91.

Professionalism

Maintain a professional demeanor at all times. You

never know what passengers may see or hear.

92.

Try to Help

Don’t tell a passenger “I can’t do anything” or “it is

not my problem.” Supply solutions, options or

alternative. Tell the customer what is possible.

93.

Can-Do

Tell your passengers what you can do for them, not

what you can’t do.

94.

Tone of Voice

Always maintain a respectful tone of voice.

95.

Thanks

Never take your passengers for granted and thank

them for their business.

96.

Smile

The best thing about a smile is it makes you feel good.

It also makes your passengers feel good about you.

97.

Company

When you interact with passengers, you aren’t merely

working for the company; you are the company.

98.

Facial Expressions

Be mindful of your facial expressions. Unintentional

facial expressions can imply a completely different

meaning to the words you speak and your sincerity.

99.

Tone

Sometimes it’s not about what you say, but how you

say it. People may forget what you said but they’ll

never forget how you made them feel by the way

that you said it.

100.

Consistency

The enemy of excellent customer service is

inconsistency.

Service Standards Manual No. 6

6-13

101. Average

Don’t be content being average at customer service;

average is as close to the bottom as it is to the top.

102. Excellence

Customer service excellence is to do a common

thing in an uncommon way.

103. Understanding

When something goes wrong for a customer, they

want to feel like you understand their frustration

and that you are genuinely concerned that they are

being inconvenienced.

104. Determination

Some succeed with passengers because they are

destined to, but most do so because they are

determined to.

105. On the Spot

Employees have the power and obligation to solve

customer problems on their own and on the spot.

106. Service

Service is the lifeblood of any organization.

Everything flows from it and is nourished by it.

Customer service is not a department; it’s an attitude.

107. Every Day

Customer Service is not a single act. It is a habit

practiced every moment of every day.

108. Solutions

Anticipate the needs of the customer and provide

the solution before the customer requires it.

109. Hold on to Customers

Our goal is to retain each and every customer. It takes

months to find a customer and seconds to lose one.

110. Responsibility

The sea of change can pull customers in many

directions. It is our responsibility to lead the way

and take care of them, before the competition does.

6-14

Crew Functions & Responsibilities

111. Your Voice

Your voice is the best vehicle for making the customer

trust you. Your voice sells people on your level of

knowledge and professionalism.

112. Success

We must set success as our standard, a level where

good enough is not good enough. We must put our

customers at the center of everything we do,

because our future depends on it.

113. Self Portrait

Every job is the self-portrait of the person who does

it. Autograph yours with excellence.

114. Take Time

Say please when you ask a customer a question.

Thank them for their information and take time when

talking to them. Nothing makes a customer feel

more devalued than being treated like a number.

General Information

All on-train employees are responsible for under-

standing and following all the information contained in

Section B. “General Information” of this chapter. The

Conductor supervises the operation and administration

of their assigned train. All employees must follow the

Conductor’s instructions. Whenever the Conductor is

unable to perform their duties, the Engineer will be

“in-charge” of the train.

On-Train Authority Levels

a) Conductor

The Conductor is responsible for the safe movement

and operation of the train, the collection and

protection of Amtrak ticket revenue, the conduct

of the Operating and On-Board Service crews, the

boarding and detraining of passengers, as well as

the assignment of passenger accommodations.

Conductors and Assistant Conductors report to and

receive their instructions from the Superintendent

or other designated officers. Conductors and

Assistant Conductors must obey the instructions

of Trainmasters, Road Foremen, Transportation

Supervisors, and from officers of other departments

on matters pertaining to those departments.

Service Standards Manual No. 6

6-15

Engineer

The Engineer is responsible for operating

locomotives and cab control cars safely and

efficiently. The Engineer also has the responsibility

for managing the conduct of any other individuals

in the locomotive. All employees who operate the

locomotive must have a current certificate in their

possession. A student Engineer or other qualified

employee may operate the locomotive under the

Engineer’s close supervision.

Assistant Conductor

The Assistant Conductor assists the Conductor with

providing the safe movement of the train, care of

passengers, properly handling luggage and revenue

collection. The Assistant Conductor must be vigilant

in their duties and remain within the rules set

forth for Conductors in this chapter. Assistant

Conductors, just like Conductors, report to and

receive their instruction from the Superintendent

or other designated officer. They must obey the

instructions of Trainmasters, Road Foremen,

Transportation Supervisors, and from officers of

other departments on matters pertaining to those

departments.

Lead Service Attendant (LSA)

The Lead Service Attendant is responsible for

providing a high level of customer service and

implementing Amtrak’s On-Board Service policies

and procedures as they affect passengers and

On-Board Service employees. All LSA’s be

proficient in the applicable accounting procedures.

Depending on the type of service, the LSA will be

responsible for directly supervising all On-Board

Service employees.

On-Board Service Employee

Service Attendant, Train Attendant, Chefs, Food

Specialist and En Route Cleaner are responsible

for the proper performance of their duties and

ultimately report to the Conductor. Communication

between the Conductor and the On-Board Service

employees is essential to operate the train safely

and promote effective teamwork.

All Crew Members - General Responsibilities

a) All Employees - Reporting for Duty

• Report to the designated location at the

prescribed time.

6-16

Crew Functions & Responsibilities

• Report in full uniform with Amtrak photo identi-

fication badge prominently displayed at all times.

(Refer to Chapter 5 “Uniform and Grooming”)

• Amtrak issued “Crew Luggage Identifications

Tags” must be attached to employee’s luggage.

• Sign-in as directed by Crew Base management.

• Review bulletin board(s) for any pertinent

information.

• Maintain and have the current Service Standards:

Manual for Train Service and On-Board

Service Employees along with all active

OSUs in your possession while on duty.

• Review and understand all current FOs, FSNs,

OSAs and TAs that are applicable to job

responsibilities.

• Attend all pre-departure safety and crew

briefings.

• Carry all tools necessary to properly perform job

duties, including all paperwork and operating

rule books/manuals.

• Obtain and review the most recent manifest.

• Adhere to Amtrak’s policies when on or off duty.

All Employees - Pre-Departure Duties/

Responsibilities

• Ensure that all safety equipment is present and

in proper working order including a working

flashlight that is properly maintained and readily

available.

• Inspect and prepare areas of responsibility.

• Ensure that all doors function properly.

• Review the “Record of Defect and Repair -

MAP 21A” (NRPC 2775) to determine whether

previously reported defects have been corrected.

• Comply with Public Health and FDA rules and

inspection standards.

• Ensure all cars are in compliance with all Public

Health and FDA rules and inspection standards

as detailed in Chapter 3 “FDA Rules &

Inspection”.

• Immediately report cleaning and equipment

defects to the appropriate supervisor.

Service Standards Manual No. 6

6-17

All Employees - En route Responsibilities

•

Maintain a professional demeanor, a professional

appearance and a clean, organized work area at

all times.

• Do not chewing gum and using toothpicks

while on duty.

• Do not eat or drink while boarding or

detraining passengers.

• Gambling, begging and/or soliciting of any

type while on-board the train or on any

Amtrak property is prohibited.

• Any distribution of unauthorized advertising

material or solicitations while on-board the

train or on any Amtrak property is prohibited.

• Stay in his/her assigned area of responsibility.

• Do not loiter or congregate in Coach,

Sleeping or Food Service Cars.

• Do not disturb the passengers’ traveling

experience with unprofessional conduct.

•

Assume responsibility for his/her personal safety,

as well as the safety of other employees and

passengers.

• Be alert and vigilant at all times.

• Do not lean against cars or structures, nor

appear to stroll aimlessly on platforms.

•

Maintain an appropriate voice level to be heard

and understood, but not boisterous or annoying

to passengers.

•

Make appropriate announcements from Chapter

10 “On-Board Announcements and Signage”.

•

Tactfully enforce the smoking policy. (Refer to

Chapter 1 “Safety & Security”)

•

Ensure that the Conductor is kept informed of

any passenger problems, issues or service

disruptions before taking any action, except in

life-threatening emergency situations such as a

derailment.

•

Be aware of whether or not other Amtrak

employees are traveling so they can be called

upon for assistance, if necessary.

•

Ask other crew members for assistance as

needed (i.e. baggage, passenger assistance, etc.).

•

Be respectful of co-workers.

•

Assist, encourage, train and motivate fellow crew

members.

6-18

Crew Functions & Responsibilities

•

Never relinquish your responsibilities to another

employee who is observed as not “fit for duty”.

•

Ensure trash is off-loaded at the designated

locations. (Refer to Chapter 3 “FDA Rules &

Inspections”).

•

Water cars only at designated watering points

when necessary.

•

Report mechanical defects and service failures to

appropriate employees and record on “Record of

Defect and Repair MAP-21A” (NRPC 2775) as

well as any other required forms. To report

enroute defects, call the CNOC Mechanical

Desk at (800) 424-0217 ext. 2082/2083, Bell

(302) 683-2082/2083 or ATS 734-2082/2083 for

assistance 24 hours a day seven days a week.

•

When performing paperwork or administrative

functions associated with job responsibilities

employees are required to:

• Use the crew office or Dormitory Car. If the

train is not equipped with a crew office or

Dormitory Car or if crew office or

Dormitory Car space is not available, then

employees are expected to use a vacant

Coach seat with drop down seat tray.

• Avoid using tables in Dining Cars.

Employee paperwork is not to be performed

at tables during service hours. If it becomes

necessary to use a table during non-service

hours, no more than one table may be used.

• Avoid using tables in Food Service Cars

operating in continuous service (bumper to

bumper). If it becomes necessary to use a

table, no more than one table may be used.

•

Employee grips and outerwear must be stored

out-of-sight, and must not be left on tables or

seats.

All Employees - End-of-trip Responsibilities

• Complete all necessary paperwork as required

by craft.

• Remit Amtrak monies.

• Clean car as directed by Crew Base management.

• Check train for passengers, luggage, stock and

forgotten items.

• Secure train as required.

Service Standards Manual No. 6

6-19

All Employees - Passenger Service Responsibilities

•

Assist passengers with boarding and detraining.

•

Provide directions to passengers in finding the

correct train or proper car location.

•

Meet and greet all passengers and offer assistance

as needed.

•

Provide useful information in an easy-to-

understand language, avoiding railroad jargon.

•

Respond to passenger questions in a courteous

and helpful manner.

•

Listen to passenger complaints, ideas and

suggestions.

•

Take the appropriate steps to resolve passenger

complaints.

•

Look for service recovery opportunities when

passengers have expressed dissatisfaction.

•

Look for opportunities to enhance passenger

comfort and satisfaction.

•

Assist disabled passengers with meal service,

movement to a feature cars (if requested),

restroom, etc.

•

Assist with wheelchair and wheelchair lift

operation as necessary.

•

Be knowledgeable about stations and connecting

services.

•

Offer suggestions regarding Amtrak products

that might increase passenger travel comfort and

satisfaction.

•

Thank passengers warmly for their patronage.

All Employees - General Guidelines

a) Crew Luggage Identification Tags

• All Train Service and On-Board Service

employees are required to affix Crew Luggage

Identification Tags to their personal grips.

• Crew Luggage Identification Tags must be visible

when on both railroad property and the train.

• Crew Luggage Identification Tags are available

at each Crew Base.

• Employees are permitted two luggage

identification tags. (If more tags are needed, please

provide justification to the Crew Base Manager.)

• Each Crew Luggage Identification Tags serial

number associated with the employees name

will be recorded in the Transportation

Department Review System (TDRS) database.

6-20

Crew Functions & Responsibilities

• If a Crew Luggage Identification Tag is lost or

stolen, immediately report this information to

your Supervisor. (There is no charge for a

replacement.)

• All Crew Luggage Identification Tags must be

returned to the issuing Crew Base when you

no longer hold a position in Passenger Train

Service or as an OBS employee.

• Currently, two versions of Crew Luggage

Identification Tags are valid for use. (Refer to

Figure 6-1.)

Figure 6-1 - Examples of valid Crew Luggage Identification Tags

b) Amtrak Provided Accommodations

• Restrict any unauthorized visitor or relative from

employee accommodations on-board or at layover

locations.

• Use the Corporate Lodging card for check-in at

Amtrak provided accommodations.

• Employees must conduct themselves properly in

Amtrak provided accommodations at all times.

• Pay for all personal charges prior to checking-out

of accommodations.

c) Amtrak Police Credentials

• When presented with proper credentials by

Amtrak Police and Security, employees must

fully cooperate as directed.

• When presented with proper credentials by

Amtrak officers, employees must fully cooperate

with all reasonable requests for access to

documents, tickets lifted, equipment, meal

checks and food stock.

Service Standards Manual No. 6

6-21

News Media

• Contact with the news media is prohibited.

• Any questions from the news media are to be

referred to Amtrak’s Government and Public

Affairs Department at (202) 906-3860.

• Amtrak field personnel should not initiate

contact with the press, unless directed.

Electronic Devices

• Electronic devices used for personal business or

entertainment are prohibited while on duty. For

the purpose of this policy, electronic devices can

be any of the following:

• Phones (cellular, satellite, wireless, web)

• Pagers

• PDA (Personal Digital Assistant)

• Text Message/E-mail Devices

• DVD/CD Disc Players (audio or video)

• Portable audio or video players

• Radios (music or communication)

• Tape or Digital recording devices

• Cameras

• Electronic games

• Computers

• Personal Electronic Devices - Personal electronic

devices used during off-duty time are only

permitted when equipped with earphones or

headsets.

Commissions

• Commissions from the sale of transportation or

transportation-related services must never be

accepted by employees

• Commission earnings or profits are considered

property of the National Railroad Passenger

Corporation (Amtrak)

• The commission policy covers, but is not limited

to, profits derived from the sale of tours, car

rental services, hotel arrangements and

arrangements for connecting bus services.

g) Reporting Tips

• Employees who receive at least $20 a month in

combined tips from all sources (e.g., cash, credit

cards and other employees) must report their

tips to their local time keeping facility on or

before the tenth of the month subsequent to

that in which the tips were received.

6-22

Crew Functions & Responsibilities

•

Employees must report their tips on their time

documents using labor category 46, “Tips,” along

with their other hours worked.

•

Employees may use IRS Form 4070A, “Daily

Record of Tips,” for their convenience in

recording tips and for their own records.

•

Tips will be taxed and reported as income on

employees’W-2 forms at the end of the calendar

year. Allocated Tip Requirement Employees

who work job code SF112, Service Attendants

(TIP); SF128, Auto Train Attendants; SF131,

Lead Service Attendants (LSA) Diner Auto

Train; or SF132, LSA Diner (TIP) positions in

Dining or Lounge/Café Cars with table service

are all subject to the allocated tip requirement,

as follows:

• Eight (8) percent of total gross receipts in

each covered service are divided among

tipped employees working that train.

• The difference between the amount reported

by the employees and 8% of the total gross

receipts in each covered service must be

allocated to the employees and reported

on the employees’ W-2 forms. Allocated tips

will appear in Box 8 of FormW-2.

• The amount allocated and reported in Box 8

of FormW-2 is not subject to federal income

tax withholding or Railroad Retirement Tier 1,

Tier 2 or Medicare taxes. However, employees

may be subject to payment of income taxes

on these amounts.

h) Absence from Work

• Employees must not be absent from work without

first obtaining permission from their supervisor.

• If for any reason, an employee cannot report

for duty they must immediately notify Crew

Management Services, appropriate crew

dispatcher or other persons in charge.

• Employees must provide the necessary

documentation substantiating their assignment

that was missed.

i) Completing Assignments

Although the Corporation is mindful that certain

circumstances may occur that could be considered

legitimate cause to excuse an employee from

completing his/her assignment, such circumstances

Service Standards Manual No. 6

6-23

should be limited to emergency situations. "Merely

a feeling ill" does not normally constitute an

emergency situation unless such illness necessitates

immediate medical attention.

The following procedures will apply when an

employee has proper cause to detrain prior to the

bulletined end point of his or her assignment.

• Assistant Conductors will request permission

from their Conductor to detrain at a pre-arranged

location, not to deviate from the regular train

schedule unless emergency conditions are

extreme. Conductors must obtain permission to

detrain directly from the Chief Train Dispatcher.

• Conductors will immediately report the

detraining of the crew member to the Chief

Train Dispatcher, providing the name, location

of departure, and reason why the detraining

was considered necessary. The Conductor will

also report the number of working cars on the

train, and the number of train crew members

still employed thereon.

• Employees receiving permission to detrain due

to illness will be required to present medical

documentation within 24 hours of the occurrence,

or prior to marking back up for work, whichever

is later.

When an employee is found to have detrained

prior to his or her final destination, and the Chief

Train Dispatcher has not received a timely report,

both the Employee and the Conductor will be

disciplined accordingly.

Abandonment of assignment is considered a serious

matter and will be treated accordingly. Employees

will subject themselves to charges of both insub-

ordination and extreme negligence for participation

in, or the attempted cover-up of an unauthorized

departure from their assignment.

Guidelines for Withholding an Employee from

Service En Route

Under certain circumstances, it may become

necessary for the Conductor to withhold an

employee from performing service en route pending

investigation. If an employee observes or has reason

to believe a violation of the rules has occurred, they

6-24

Crew Functions & Responsibilities

Amtrak. Service Standards Manual for Train Service and On-Board Service Employees (Version 6, 2011) - page 6