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

where they would interfere with the crew’s

ability to perform their duties effectively.

b) Business Class - In all cases where a split

Coach/Business (or split Business Class) is the

only designated Food Service Car in revenue

service, the Coach section will remain open for

the use of all passengers.

• Normally, on trains with more than one Food

Service Car, if the split Coach/Business is

properly positioned to avoid the necessity of

having Coach passengers pass through the

Business Class section, Coach passengers will

be given access to the Coach section.

Report to CNOC

• Conductors must report standee conditions to

the CNOC using the toll-free telephone number

(800) 424-0217, and then follow prompts or

transmit the report via the Star Trak satellite

communications system using the perform

macro already in the system.

• Contact stations downline if possible so that the

station personnel can advise any passengers

waiting to board the train. (Refer to Chapter 8,

“Accounting”, Section 1 “Train Service

Accounting Procedures”)

15.

Unaccompanied Minor

For additional information on Unaccompanied Minors,

refer to Chapter 8 “Accounting”, Section 1 “Train

Service Accounting Procedures”)

a) Conditions for Travel

• Unaccompanied minor may only travel

between the hours of 6:00 a.m. and 9:00 p.m.

• Unaccompanied minor may only travel

between points where Amtrak station agents

are on duty.

• No transfers are permitted.

• Unaccompanied minor must pay full fare,

unless they are a pass rider.

• The responsible adult must complete and sign

the “Unaccompanied Minor Notification and

Release” (NRPC 770). This form must be

distributed to train crew and station agent.

• The unaccompanied minor must wear the

“Unaccompanied Minor Wristband” (NRPC

3150).

7-12

Policies & Procedures

• Minors must be between 8 and 14 years of age

and mature enough to make the trip.

• Unaccompanied minor must be interviewed by

the Station Agent or Person-in-Charge of the

station.

b) Unaccompanied Minor Using a Rail Travel

Privilege Card

• Minor must possess positive identification

whether traveling with the cardholder or alone.

• Employee or employee’s spouse may need to

sign tickets of children traveling unaccompanied

that are too young to have their own rail travel

privilege card.

• The conductor must:

• Note the minor’s location on the train.

• Make sure that the minor is located in sufficient

time to prepare for detraining.

• Make sure the minor departs at the correct

destination.

• Periodically check on the minor or, if necessary,

have a train attendant periodically check on

the child.

If you encounter a situation where the minor is

between the ages of 8 and 14 and does not have a

release form, the following procedures apply:

•

Notify the next staffed station en route regarding

the minor’s destination.

•

If the destination is an unstaffed station, and a

party is not there to meet the minor, continue

to the next staffed station.

•

Upon arrival at the destination (ticketed or

otherwise), release the minor to a responsible

party or Station Agent.

•

File a report with the Station Supervisor or

agent that includes:

•

The name of the minor.

•

The fact that the minor under the acceptable

age was traveling unaccompanied without a

release form.

•

The minor’s destination.

•

To whom the minor was released upon arriving

at the destination (Station Agent, a relative or

friend, etc.).

•

Verification of the identity of minor’s relative

or friend by examination of a valid photo I.D.

Service Standards Manual No. 6

7-13

16.

Authority to Board and Ride Amtrak Locomotives

and Trains

Authorization

•

Only authorized persons are permitted to ride

Amtrak locomotives and/or trains without

transportation.

•

Persons required to qualify on the physical

characteristics or perform services and/or

inspections must have in their possession at

least one type of authorization as listed in

letter b) Types of Authorization.

•

Each person authorized to board Amtrak

locomotives and/or trains to qualify on the

physical characteristics or perform services and/

or inspections must identify themselves to the

Engineer and Conductor and show proper

credentials and authorization prior to boarding.

•

Inspectors should also identify themselves to

any official present.

•

Whenever traveling for non-business purposes,

inspectors must purchase proper transportation.

•

Employees are prohibited from riding in

locomotives, power cars, and/or control car

cabs, whether operating or trailing, unless

specifically authorized to do so, in writing, in

the performance of their duties (e.g., qualifying

on physical characteristics; performing

Engineering or Mechanical Department

inspections, etc.).

b) Types of Authorization

• Amtrak Head-End and Train Authorization

Permit - Photo ID authorizes bearer to ride

head-end or body of train to learn physical

characteristics or perform services and/or

inspections.

• Amtrak Train Inspection Permit - Photo ID

authorizes bearer to ride body of train (NOT

HEAD-END) to perform services and/or

inspections.

• Amtrak “Temporary Train Authorization

Permit” (NRPC 2889) - Authorizes bearer to

ride head-end or body of train to learn physical

characteristics, or perform services and/or

inspections. Permit must indicate whether

“Head-End and Train” or “Train Only”. (Refer

to Figure 7-2)

7-14

Policies & Procedures

•

Amtrak Police Identification -

• Systemwide - With a photograph, authorizes

Amtrak Police Officers to board and ride

head-end or body of all Amtrak trains.

• Amtrak Property - With a photograph,

authorizes Amtrak Police Officers to board

and ride head-end or body of all trains

operating on Amtrak property (Northeast

Corridor, Chicago Terminal, etc.).

•

Photo ID of individual working for a Municipal,

State or Federal Regulatory Agency -

• Authorizes inspectors and employees of

such agencies to ride head-end or body of

Amtrak trains to perform services and/or

inspections.

• New Jersey State Police, New Jersey Transit

Police and New York City Police

Department Officers while on duty and in

uniform may ride only in the body of the

train, unless otherwise authorized or

approved.

•

Valid Head-End Permit from other railroads/

transportation authority (On Amtrak property

between Washington, DC and Boston, MA) -

Authorizes bearer to ride head-end to perform

services and/or inspections on passenger trains

other than those in Amtrak service. When

doing so they must comply with all Amtrak

rules, procedures and instructions.

•

Valid Head-End Permit from other

railroads/transportation authority (On other

than Amtrak property between Washington,

DC and Boston, MA) - Authorizes bearer to

ride head-end to perform services and/or

inspections.

Head-End Occupancy with Student Engineer

Present

Only persons in the following categories may

occupy the operating cab of a train while a

Student Engineer is operating the train:

• A member of the assigned Train and Engine

crew (Engineer, Second Engineer, Assistant

Conductor, Conductor). Train crew members may

occupy the Head-end only in the performance of

their duties. When a Student Engineer is on

the head-end, train crew members must not

Service Standards Manual No. 6

7-15

occupy the head-end for the purposes of

qualifying on the physical characteristics.

• An FRA/State Inspector performing an

inspection.

• A Designated Supervisor of Locomotive

Engineers evaluating a Student Engineer or

assigned Engineer. If an emergency occurs

that requires a person not in one of the above

categories to ride in the operating cab while a

Student Engineer is in training, the Student

Engineer must not be permitted to operate

the train.

d) Number of people in Cab

No more than four people, including the operating

crew, are permitted to ride in the operating cab

or compartment of any locomotive, control car or

multiple unit train.

Employees in Cab

Employees are permitted to ride the head-end

only in the performance of their duties.

Employees must remain vigilant at all times

for signals and conditions ahead and must not

interfere with the Engineer’s vigilance. Any person

NOT qualified on ANY operating rules must not

occupy the head-end without being accompanied

by a qualified supervisor. Deadheading employees

are prohibited from riding in the operating cab

of trains. Employees qualifying on physical

characteristics are prohibited from riding the

head-end of Acela Express trains.

• Prior to boarding the locomotive, the authorized

rider must:

• identify themself to the Engineer. (The

Engineer will inform the Conductor of

his/her presence in the cab.)

• present the Head-end Authorization for

inspection.

• state the purpose of riding.

• state qualifications (i.e. operating rules,

physical characteristics).

• While in the operating cab, the authorized

rider must:

• not distract the Engineer from the

performance of their duties. (There must

be no unnecessary conversation).

• wear safety glasses and proper footwear.

7-16

Policies & Procedures

Food & Beverage Policies/Procedures

Alcohol Beverage

Personal Supplies - Personal supplies of alcohol

can only be consumed by passengers in the privacy

of sleeping car accommodations and are not per-

mitted to be consumed in public view at any time.

b) Sale of Alcohol

•

The LSA must consult with the Conductor if

there is any question as to whether or not to

sell alcohol.

•

The sale of alcohol is determined by the state

or region through which the train is traveling.

•

Amtrak must be in compliance with the laws

of the state where the train is located or operating

through. (Refer to Figure 7-7)

•

Employees must crack the seal of any alcoholic

beverage prior to giving it to the passenger.

•

Employees are prohibited from selling alcohol

to passengers under the legal drinking age,

passengers who appear intoxicated, or anyone

attempting to buy alcohol for these passengers

for an intoxicated individual or someone who

is under age.

•

In the state of Illinois, employees serving alcohol

are permitted to ask for identification to verify

the age of the person drinking alcoholic drinks.

If the individual has no identification, they are

not to be served.

7-18

Policies & Procedures

Alcohol Sales Restriction

Alcohol may NOT be sold during the following

designated times (May 2010)

State

Weekday

Saturday

Sunday

Holidays

Election Day

Alabama

Not b/w

No special

restrictions

2am-midnight

restrictions

Arizona

Not b/w

No special

2am-6am

2am-10am

restrictions

Arkansas

Not b/w

No sales

No sales on

No special

midnight-7am

1am-7am

Xmas Day

restrictions

(M); not b/w

1am-7am (T-F)

California

Not b/w

No special

2am-6am

restrictions

Colorado

Not b/w

No special

2am-7am

restrictions

Connecticut

No special

restrictions

Delaware

Not b/w

If Dec. 24 is

No special

1am-9am

on (Sun) or

restrictions

w/ special

Dec. 31 is on

license

(Sun), sales are

okay only b/w

1pm-6pm

District of

Not b/w

Okay until 3am

No special

Columbia

2am-8am

3am-8am

3am-10am

on all District &

restrictions

Fed. Holidays;

okay until 4am

on Jan 1

Florida

No special

restrictions

Georgia

No sales

Localities

No special

restrictions

may restrict

restrictions

Xmas Day

sales

Idaho

Not b/w

Memorial Day,

No special

midnight-

1am-10am

1am-midnight

Thanksgiving,

restrictions

10am (M);

Xmas, not b/w

not b/w

1am-10am the

1am-10am

following day

(T-F)

Illinois

No sales

No special

restrictions

(unless county

restrictions

or city council

permits)

Indiana

If no Sun.

Not b/w

If no Sun.

Never b/w 3am

No special

permit can’t

3am-7am

permit not b/w

Xmas Day -

restrictions

sell until 7am

3am-7am (M).

7am Dec 26

(M); If Sun.

If Sun. permit,

permit, can’t

okay to sell

sell b/w 3am-

b/w 7am-

7am (T-F)

3am (M)

Iowa

Not b/w

With Sun.

Always okay

No special

2am-6am

permit,okay

from 8am-2am

restrictions

to sell b/w

(M) when Dec

2am-8am (M)

31 is on Sun

Kansas

Not b/w

No special

2am-9am

restrictions

Figure 7-7 Liquor Law Chart (3 pages)

Service Standards Manual No. 6

7-19

Alcohol Sales Restriction (continued)

State

Weekday

Saturday

Sunday

Holidays

Election

Day

Kentucky

Not b/w

No sales

No special

No sales

12am-6am

restrictions

until polls

Louisiana

Depends on

No special

county

restrictions

ordinance

Maine

Not b/w

Always okay b/w

No special

1am-6am

1am-9am

midnight - 2am

restrictions

Jan. 1; when

Dec. 31 on Sun,

okay b/w 9pm -

2am (M)

Maryland

No restrictions

No special

restrictions

Massa-

No restrictions

No special

chusetts

restrictions

Michigan

W/o Sun.

Not b/w

W/o Sun.

Not b/w 9pm,

No special

permit not b/w

2am-7am

permit, not b/w

Dec. 24 - 7am,

restrictions

midnight - 7am

2am-midnight;

Dec. 26; Okay

(M); If Sun.

If Sun. permit

b/w 7am - 4am

permit, not b/w

b/w noon -

on Jan.1

2am-7am (M);

2am (M)

Not b/w 2am-

7am (T-F)

Minnesota

W/o Sun.

Not b/w

W/o Sun.

No special

permit not until

2am-8am

permit b/w 2am

restrictions

10am (M); If Sun

10am (M); If

permit, not b/w

Sun permit b/w

2am-8am (M);

2am-10am (M)

Not b/w 2am-

8am (T-F)

Mississippi

No sales while

On Jan. 1, sales

No special

train stopped

okay until 1am;

restrictions

in dry country;

in dry county;

If Dec. 31 is on

no alcohol sales

Sun., alcohol,

b/w midnight -

b/w midnight-

on Sun.; beer &

beer, light wine

10am; no beer

light wine

okay b/w

& light wine

sales okay b/w

1pm-1am (M)

sales b/w

7am-midnight

midnight -7am

Missouri

No liquor sales

Not b/w

Okay to sell

Always allowed to

No special

b/t midnight-

1:30am-6am

malt liquor b/w

sell b/w 1:30-6am

restrictions

6am (M); No

9am-midnight;

on Jan 1, March

sales of other

not okay to sell

17, July 4, Dec 31,

alcohol sales

other alcoholic

Sundays before

of other

beverages b/w

Memorial Day

alcoholic bev.

1:30am-

& Labor Day,

until 6am (M);

6am (M)

and on Super

Not b/w 1:30am-

Bowl Sunday

6am (T-F)

Montana

Not b/w

No special

2am-8am

restrictions

Nebraska

Not b/w

No special

midnight-6am

1am-6am

6am-1am (M)

restrictions

(M); not b/w

localities can

1am-6am

permit Sun

(T-F)

sales after

noon

Nevada

No restrictions

No special

restrictions

New

Not b/w

No special

Hampshire

1am-6am

restrictions

New

No restrictions

No special

Jersey

restrictions

7-20

Policies & Procedures

State

Weekday

Saturday

Sunday

Holidays

Election

Day

New

Not b/w

W/o a Sun

If Dec. 31 is on

No special

Mexico

midnight-7am

2am-7am

license; only b/w

Sun, okay to

restrictions

(M); not b/w

midnight-2am

sell from noon

2am-7am (T-F)

(no sales

to midnight.

allowed b/w

On Xmas, sales

7am - midnight);

okay from noon

with Sun license

to 10pm as long

okay to sell b/w

as Amtrak has

noon-midnight

food service

permit

New York

Not b/w

No special

4am-8am

4am-noon

restrictions

North

No special

Carolina

restrictions

North

No special

Dakota

restrictions

Ohio

Not b/w

No special

1am-5:30am

2:30am-1pm

restrictions

Oklahoma

No special

restrictions

Oregon

Not b/w

No special

2:30am-7am

restrictions

Pennsyl-

Not b/w

No special

vania

2am-7am

restrictions

Rhode

No special

Island

restrictions

South

No sales

No special

No sales on

Carolina

restrictions

days of

statewide

election

Tennessee

No restrictions

No special

restrictions

Texas

No sales of

No sale of just

No special

beer, wine

beer, wine,

liquor on New

restrictions

and mixed

Year's Day,

beverages

Thanksgiving

b/w midnight-

b/w 1am-noon;

Day, or

7am; no sales

no sales of

Xmas Day

of liquor b/w

just liquor

9pm-10am

Utah

No restrictions

No special

restrictions

Vermont

Not b/w

On New

No special

2am-8am

Year's Day,

restrictions

not b/w

3am-8am

Virginia

Not b/w

No special

2am-6am

restrictions

Washington

Not b/w

No special

2am-6am

restrictions

(w/o board

approval)

West

Not b/w

No special

Virginia

2am-7am

2am-1pm

restrictions

Wisconsin

No special

restrictions

Wyoming

Not b/w

No special

2am-6am

restrictions

Service Standards Manual No. 6

7-21

2. Alcohol Beverage Serving Procedures

a) Acela Cocktail Service - First Class

• For table and at-seat service, prepare plastic

beverage glass, or appropriate glassware on

Acela Express, with ice, proper garnish and

cocktail stirrer.

• Place the glass, cocktail napkin, liquor miniature

and mixer on small serving tray.

• Take the tray to the passenger and present the

liquor for approval.

• Pour the liquor into the glass and add the mixer.

• Remove the empty miniature and remaining

mixer unless the customer requests otherwise.

• When serving several orders at once, place

cocktail napkins, setups with mixers, and items

to be served on a tray; then serve passengers

individually from the tray.

Cocktail

Garnish

Instructions

Tonic drinks

Lime Wedge (optional),

Add contents of miniature, then

Rum & Coke

Stirrer

add mixer. Pour over ice.

Martini (Gin or

Two Olives, Stirrer or

Add contents of miniature, then

Vodka)

Lemon Twist

add mixer. Pour over ice.

Screwdriver

No Garnish, Stirrer

Pour one Vodka miniature into

glass, then add orange juice.

Cognac

No Garnish, Stirrer

Serve straight or over ice as

(optional)

requested.

Bloody Mary

Lime or Lemon wedge

Pour Vodka into glass, and then

on rim of glass, Stirrer

add Bloody Mary mix to suit.

Highballs:

Lemon Wedge on rim

Add desired miniature to glass,

Bourbon & Scotch

is optional, Stirrer

and then add mix to suit.

& Soda, etc.

b) Cocktail Service - Counter

• Prepare plastic beverage glass with ice, proper

garnish and cocktail stirrer.

• Place the glass on a cocktail napkin on the

counter, or in a carryout box.

• Pour the liquor first, and then add the mixer.

c) Beer Service

• Keep an assortment of available beers chilled.

• Serve with beer appropriate plastic or glassware

(depending on service) and cocktail napkin.

• Open bottled beer using proper opener.

• Do not place glass directly on the top of bottle

or can.

d) Wine Service

• White wine is served chilled while red wine is

served at room temperature.

7-22

Policies & Procedures

• Open corked wine bottle using proper corkscrew.

• Serve wine in a plastic wine glass or appropriate

glassware on Acela Express with a cocktail napkin.

Beverage - Non-Alcohol

a) Soda, Juice and Milk

• Soda is served with a plastic glass or appropriate

glassware on ice with a cocktail napkin.

• Juice is served chilled, if possible, in a plastic

glass or appropriate glassware with a cocktail

napkin. If juice is not chilled, serve with ice.

• Milk is always kept refrigerated and served in

a plastic glass with a cocktail napkin.

• Straws should be available for those passengers

who request them.

b) Hot Beverages

• Serve coffee, tea and hot chocolate in a cup

that is appropriate for hot beverages with a

cocktail napkin.

• Hot beverages, not served at a table, should

have a securely fitted lid.

• When placing hot beverages in a carryout box,

make sure the opening in the lid is to the

inside of the box.

Beverage Refills

Refills are not permitted on purchased beverages but

are allowed on complimentary beverages.

a) Dining Cars - Beverages included with the purchase

of an item can be refilled at no additional cost to

the passenger.

b) Café/Lounge Cars

• There are no refills for beverages sold in these

cars with the exception of San Joaquin and

Capitol Corridor Routes.

• San Joaquin and Capitol Corridor Routes

passengers who purchase coffee, tea or hot

water that is dispensed into an Amtrak-provided

cup in the Café/Lounge Car are entitled to one

free refill.

• When dispensing the free refill for the San

Joaquin and Capitol Corridor Routes passenger,

the LSA shall mark the bottom of the Amtrak-

provided cup with the letter “R” indicating a

refill was provided.

c) Sleeping Cars

• Beverages that are offered as complimentary

in the Sleeping Car itself (coffee, juice or tea)

are refillable.

Service Standards Manual No. 6

7-23

• The Train Attendant should provide this service

unless there is a station stop or other operational

requirement necessitating their attention.

• If a Sleeping Car does not have their complimen-

tary beverages and/or has an inoperative coffee

maker, passengers in that car may obtain their

complimentary beverages by presenting their

ticket receipt to the LSA-Lounge.

d) Acela Express First Class - Those beverages that

are offered as complimentary to passengers in the

Acela Express First Class car can be refilled at no

additional cost to the passenger.

e) Northeast Regional and Pacific Business Class or

an upgraded service - Those beverages that are

offered as complimentary to passengers in these

services can be refilled at no additional expense

to the passengers.

f) Auto Train - Beverages that are offered as

complimentary aboard the train can have refills.

At Seat Cart Service

Loading Cart - Place heavy items in the bottom

of the cart to help stabilize the cart and to prevent

tipping over.

b) Cart Position

• Position the cart at the front of the train.

• When providing cart service to the entire

train, begin selling from the front of the train

proceeding to the rear of the train. This ensures

that the passengers see and understand what

“At Seat Cart Service” provides.

• When using a cart to delivery complimentary

service to passengers in Business Class Service,

then position the cart in the front of the

Business Class car.

Announcements - Make announcements after

departure from major station stops to inform

passengers that Cart Service is available on this

train.

d) Keep Moving - Continuously walking through the

train with the cart allows multiple opportunities

for passengers to use the service.

Greeting Passengers - Greet passengers with the

appropriate salutation.

Public Health Requirements - Wash hands

frequently; comply with all Public Health

requirements, particularly related to the handling

of ice.

Cart Brake - Apply cart brake when providing

service, conducting sales or in docking position.

7-24

Policies & Procedures

h) Back Ordering

• The LSA may purchase from the Café/Lounge

Car, if available.

• The LSA on NEC trains have the ability to

contact commissaries enroute to back order

supplies.

Crew Members Eating in the Dining Car

Meal Periods - The LSA-Diner is to designate one

table for use by On-Board Service crew members

using the “Reserved” tent card. (Refer to Chapter

10 “On-Board Announcements and Signage”)

b) Crew Table

• The designated crew table is to be set exactly

as every other table.

• Only one employee per slot is permitted to

occupy the table.

• Employees using the designated crew table are

responsible for cleaning and resetting the table

after completing their meal.

Reservation System - The LSA-Diner is to use a

reservation system to coordinate the designated

meal times for employees who desire to eat in the

Dining Car.

d) Employee Responsibilities

• When a Food Service Car is open and serving,

employees must avoid occupying any seat or

table in the car.

• Employee grips and outerwear must be stored

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

seats. This applies to all On-Train personnel.

To Go Meals

Working or deadheading crew members who do

not eat in the Dining Car may order their meals

“to go”. Meals “to go” are to be consumed in one

of the following locations:

• Dorm Car - employee room.

• Superliner Dorm - lower-level table area.

• Sleeping Car - employee’s room.

• Coach - employee seat.

• Employees who come into the Dining Car to

pick up a meal “to go” are not to congregate or

sit at the designated crew table. This procedure

does not apply to Auto Train.

Paperwork

• Employee paperwork is not to be performed at

tables in the Dining or Café/Lounge Cars during

service hours.

• If it becomes necessary to use a table, no more

than one table may be used.

Service Standards Manual No. 6

7-25

g) Extra Supplies - Any additional stock is to be

stored out of the site of passenger. Seats and

booths are not to be used to store stock.

h) Professional Demeanor - Employees must

maintain a professional demeanor and a clean,

organized work area at all times.

Hours of Service - Dining Car

Open and Ready - Dining Cars are to be open

and ready for service when passengers board at

initial terminals during a scheduled meal period.

No exceptions!

• The collection of tickets is not a reason to

delay the opening of any Food Service Car.

• Announcements that advise customers to wait

until all tickets have been collected before

visiting Food Service Cars are prohibited.

b) Hours of Service - Dining Car hours for meal

service are general timeframes that may be subject

to some variation by specific train or expanded

during seasonal or peak travel periods:

• Breakfast 6:30 am - 10:00 am

• Lunch

11:30 am - 3:00 pm

• Dinner

5:00 pm - 9:00 pm

Breakfast for Train Nos. 49 and 29

• The breakfast timeframe for day two should

be reviewed with the passengers in the evening

of day one, prior to Sleeping Car passengers

retiring and before Coach lights are dimmed.

• Last call for breakfast on day two (the morning

the train arrives in Chicago) should be made

no earlier than the following times if the train

is operating on time:

• Train No. 49 - 8:00 a.m. central time

• Train No. 29 - 7:30 a.m. central time

• If the train is operating late, the LSA-Diner

must confer with the Conductor to determine

the estimated arrival time and adjust the last call

for breakfast to correspond with the projected

delay.

• As an alternative to having breakfast in the

Dining Car, advise all passengers that continental

breakfast items are available in the Café/Lounge

up to 30 minutes prior to arrival in Chicago.

Hours of Service - Café/Lounge Cars

a) Open and Ready

• The collection of tickets is not a reason to

delay the opening of any Food Service Car.

7-26

Policies & Procedures

• Announcements that advise customers to

wait until all tickets have been collected before

visiting Food Service Cars are prohibited.

b) Hours of Service - Long Distance Trains

• Café/Lounge Cars operating on long distance

trains (500 miles or more) will have normal

hours of service from 6:00 am until midnight,

unless otherwise indicated on the train manifest.

• Café/Lounge Cars on long distance trains

should remain open until 30 minutes prior to

the arrival at the final terminal. If a passenger

wants to make a purchase after closing, all

efforts should be made to provide service.

c) Hours of Service - Short Distance Trains

Café/Lounge Cars operating on short distance

trains (500 miles or less) must be open continu-

ously from initial terminal to final destination or

“bumper to bumper” except for San Joaquin,

Capitol Corridor and Pacific Surfliner trains.

d) Hours of Service - San Joaquin and Capitol

Corridor Trains

Café Cars must be open continuously from initial

terminal to final destination or “bumper to

bumper” except for the following:

• Trains returning to Oakland on the last leg of the

trip will make a closing announcement upon

departure from the Martinez Station that the

Café Car will close departing the Richmond

Station.

• A second announcement must be made departing

the Richmond Station advising passengers the

Café Car is now closed.

• If a passenger wants to make a purchase after

closing, all efforts should be made to provide

service.

e) Hours of Service - Pacific Surfliner Trains

Café Cars must be open continuously from initial

terminal to final destination or “bumper to

bumper” except for the following:

• Trains returning to Los Angeles on the final leg

of the trip will make a closing announcement

upon departure from Fullerton on the south end

of the corridor and at departure from Glendale

on the north end of the corridor.

• A second announcement that the car is closed

will be made 10 minutes after departure from

Fullerton or Glendale depending on the train’s

orientation.

Service Standards Manual No. 6

7-27

• If a passenger wants to make a purchase after

closing, all efforts will be made to provide

service.

f) Break Periods - NEC Trains Operating Between

Boston and Washington

All LSAs working between Boston and Washington

may close their Café Car for a break period on all

Acela Express and Northeast Regional trains at

the following locations:

• Southbound train Café Cars will close at NRO

and reopen upon departure from NYP.

• Northbound train Café Cars will close upon

arrival at NWK and reopen upon departure

from NYP.

• An announcement should be made 5 minutes

prior to closing of the Café Car for break

periods. This “last Call” announcement will

allow passengers time to make their way to

the Café Car for purchases before closing.

Ice

a) Amtrak will provide ice to passengers upon

request, as long as there is a sufficient supply

on-board. Passenger items can never come in

contact with Amtrak food, ice or related supplies.

It is particularly important that ice be provided to

any passenger who has medication which needs to

be kept cool

b) Ice can be dispensed to passengers as follows:

• In an ice bucket

• In an Amtrak plastic cup

• In a freezer bag (available from the kitchen)

10.

At Seat/In Room Meal Service

a) General Information

•

“At Seat” or “In Room Meal Service” is available

to all passengers.

• Those passengers who are disabled or find it

difficult to walk to the food service car are always

to be offered, and then provided this service.

• There is no charge for room service.

b) Sleeping Car

• Inform the LSA-Diner of any passengers who

would like meals in their rooms.

• The Sleeping Car Attendant is responsible for

taking the passenger’s order to the LSA-Diner

and delivering the meal.

• Meal will be delivered to the passenger on a

tray and served on a plate covered with a

plastic plate cover.

7-28

Policies & Procedures

• Silverware will be rolled in a linen napkin.

• When the passenger is finished, dispose of the

trash and return all food service equipment to

the Dining Car before the kitchen closes.

Coach

•

Offer “at-seat” food and beverage service from

the Dining or Café/Lounge Car.

•

Obtain a copy of the current menu from the

LSA-Diner so questions relating to menu

selections can be accurately answered.

•

For “at-seat” orders, the Train Attendant is

responsible for taking the passenger’s order to

the LSA-Diner, handling payment and serving

the meal.

•

Meals will be delivered in a white paper

delivery bag.

•

Meals will be served in “carryout” hinged lid

containers.

•

The LSA-Diner will supply the Train

Attendant with the passenger’s receipt who, in

turn, is then responsible for ensuring that the

receipt is given to the passenger.

•

The following should be included with each meal.

•

Plastic ware.

•

Napkins.

•

Complimentary beverage when one is included

with meal.

•

Meal accompaniments such as ketchup, salad

and salad dressing, dinner rolls, etc.

11.

Non-Amtrak Food and Beverage (Non Alcohol)

a) May be consumed by passengers in the following

locations.

• Any Coach seat.

• Any Sleeping Car accommodation (both alcohol

and non-alcohol beverages permitted).

• Upper level of Superliner Lounge Cars.

• Acela Express equipment.

• Empire Service equipment.

• Northeast Regional Café Cars.

b) All other Food Service Cars are intended for the

consumption of only Amtrak provided meals,

snacks and beverages.

c) Amtrak is prohibited from providing any

refrigeration, thawing, heating, cooking or

storage of any food or beverage items brought

on-board by passengers or employees.

Service Standards Manual No. 6

7-29

12. Public Health

Crews working in any Food Service Car must strictly

adhere to FDA rules and inspection standards.

(Refer to Chapter 3 “FDA Rules and Inspections”)

13. Meal Restrictions for Employees Occupying

BT Space

Employees traveling on business, commuting or

personal business occupying BT space in Superliner

Transition Sleeping Cars must pay for their own

meals. If an employee traveling in BT space chooses

to eat in the Dining Car, the Coach box must be

marked on the meal check, not the Sleeper or

Employee box.

14. On-Board Guides/National Park Service

On-Board Guides may occupy, on occasion, a BT

accommodation. When ticketed for BT space, they

are to receive complimentary meals as outlined in

Chapter 8, “Universal Meal Check - Coach Guidelines.”

(Current authorized guides include the National Park

Service (through Trails and Rails), California State

Railroad Museum, Train Host Association and Native

American Guides.)

Dining Car Procedures

Dining Car Operation

Dining Room Set-Up

Dining Room set-up includes, but is not limited

to the following.

• Fill salt and pepper shakers.

• Fill sugar bowls.

• Set all tables uniformly.

• Ensure curtains are uniform.

• Wipe down booths and windows.

b) Kitchen Procedures (Sanitation and Public Health)

• Use separate cutting boards for cooked and

raw food, sanitize after using.

• Hold potentially hazardous foods in the danger

zone (40º to 140º F) no more than two hours’

cumulative time.

• To reheat foods use the oven or microwave

and bring the food to a minimum temperature

of 165º F. Steam tables, warmers and similar

pieces of equipment are not to be used to

reheat foods.

• Thaw frozen food in the refrigerator, under

running water of 70º F or in a microwave (if the

food is to be thoroughly cooked immediately

after thawing).

7-30

Policies & Procedures

• Ensure that the steam table is maintained at a

minimum of 140º F when in use.

• Use plastic tasting spoons and discard when

used. Do not taste foods with fingers or with

kitchen utensils.

• Should refrigeration fail to maintain Amtrak

Public Health/FDA mandated temperatures;

the unit must not be used for food storage. It

should be tagged “Out of Order” using a “Food

Service Out Of Order Label” (NRPC 2926). The

LSA and Conductor should be notified as soon

as possible. (Refer to Chapter 3 “FDA Rules and

Inspections”)

Preparation

• Steak is cooked to order.

• Griddle and microwave foods will take longer

to prepare than steam table foods that are hot

and ready to serve. DO NOT allow a hot order

to cool while waiting for other orders to be

processed.

d) Managing Food Inventory (Controlling Use and

Preventing Waste)

•

Organize on-board stock and use items that

have the shortest shelf life (First-In, First-Out).

•

Batch cook the appropriate amount of items

during each meal period as designated by the

“Service Guide”.

•

Heat specified items to order, as directed by

the “Service Guide”.

•

Only thaw out additional items that are

required for the designated meal period.

•

Items that were issued frozen and have

subsequently been thawed on-board will be

placed into a clear plastic ice bag with a label

attached indicating the date the item was

removed from the freezer, and the description.

•

The Chef should inform the Dining Car-LSA

of the remaining bulk food items that are

ready to be served (heated and opened)

approximately 20 minutes before the conclusion

of the meal period. The Dining Car-LSA can

promote these items to prevent the opening/

heating of additional bulk items that would

eventually become condemned.

•

Shelf life time limits are as follows:

•

All raw beef items - five (5) days.

•

All Sous Vide items - seven (7) days.

•

Cryo-vac half chicken - fourteen (14) days.

•

Inform LSA and OBS crew members when

items are depleted.

Service Standards Manual No. 6

7-31

• Ensure the correct meal check/order form is

paired with the correct meal sent out from the

kitchen.

• Make sure portion sizes are correct.

Pantry Set-Up

Pantry set-up includes, but is not limited to the

following.

• Clean and sanitize the pantry, including

lockers, shelves, cold storage, floors, ice wells,

counters, etc.

• Slice lemons and limes.

• Prepare coffee, iced tea and juice.

• Begin preparation of items required for next

meal period.

• Store food, beverages and supplies in the

appropriate cabinet or refrigerator.

• Prepare Mise en Place.

• Prepare sanitizing solution.

• Set-up trash containers.

• Check elevators on Superliner equipment.

Pantry and Dining Room Break Down

Pantry and Dining Room break down includes,

but is not limited to the following.

• Empty and clean coffee pots.

• Empty salt and pepper shakers; ensure they

are washed and dried prior to packing.

• Pack food items in proper containers ensuring

perishable items remain refrigerated.

• Clean and sanitize pantry, including lockers,

shelves, cold storage, floors, ice wells, etc.

• Pack supplies in appropriate containers.

• Empty end lockers.

• Bag and tag linen.

7-32

Policies & Procedures

Simplified Dining Service

Overview

Simplified Dining Service consists of the following

elements.

• Fully cooked center of the plate items, heated

to order.

• Disposable plates, glassware and tablecloths.

• Stainless flatware and linen napkins (pre-rolled).

• Reduced, standardized staffing levels based on

projected meal counts.

• Standardized reservation system based on the

staggered seating reservation system.

• Service requirements.

• Employees must work together in order to

be efficient and provide timely service that

passengers expect.

• Remember to smile, have good eye contact

and a pleasant tone of voice when greeting or

explaining menu selections to the passengers.

• Once passengers are seated, up-selling techniques

should be used to include beverages from the bar.

• Passengers should never receive any food items,

including salad and rolls, before beverages have

been served.

b) Staffing Levels

• Simplified Dining Service uses a standardized

staffing level of one LSA, one Service

Attendant (SA) and one Chef for a meal count

of up to 80 meals per meal period on the

California Zephyr and the Coast Starlight.

• On all other trains, the meal count is 96 meals

per meal period.

• Adjustments in staffing levels will be made

based upon projected meal counts.

Simplified Dining Responsibilities for LSA

and SA(s)

The following table gives an overview of the LSA’s

and SA’s responsibilities when providing

Simplified Dining Service.

Service Standards Manual No. 6

7-33

Simplified Dining Service

Responsibility

LSA

Leads pre-service briefing.

Inspects dining car for preparation and proper mis en place.

Makes meal service announcement to customers.

Greets the customers.

Distributes the menus and removes unnecessary

place settings.

Returns to customers to take orders, customer preferences,

suggests (upsells) bar and picks up table menus.

Starts beverage service. (Remember customers appreciate

prompt beverage service)

Serves starter (water, juice, milk, etc.)

Clears starter and any unnecessary items, including

depleted condiments.

Brings any cutlery or condiments needed for the main course.

Serves main course. Checks the meal for accuracy

and completeness before serving.

Checks with each customer to be sure he or she is satisfied and

not in need of anything. The LSA does this just as the owner of

a restaurant would.

Checks with each customer to see if he or she would like more

coffee, beverage etc.

Presents meal check for payment.

Collects payments.

Prepares for next service or completes required mis en place for

next meal period.

Conducts post-service briefing.

3. Staggered Seating Reservation System

a) Use the “Simplified Dining Car Service

Reservations Listing” forms for lunch and dinner

meal periods. (Refer to Figures 7-8 and 7-9).

7-34

Policies & Procedures

• When making passenger announcements,

explain that reservations for lunch and dinner

seating are needed in the Dining Car.

• During breakfast, the staggered seating

procedure will be used to prevent overcrowding,

even though reservations are not taken.

• Utilize one table for the Mise En Place and

keep one table “in your pocket.”

• The LSA-Diner should present the meal

checks and menus to each table with assistance

from the SA.

• Walk the dining room floor to expedite cash-outs,

greet customers, handle customer concerns and

maintain decorum.

• Communicate with kitchen staff regarding the

remaining number of anticipated passengers

for the meal period.

• The Chef should continuously communicate

with LSA-Diner regarding the remaining

quantities of entrees remaining in stock.

b) Staggered Seating Reservation System

1 Lead Service Attendant and 1 Service Attendant

Time

Number of Customers

11:30

11:45

12:00

BREAK

12:15

12:30

12:45

BREAK

1:00

1:15

1:30

BREAK

1:45

2:00

2:15

BREAK

2:30

2:45

Each reservation time brings in 8 customers per 15-minute interval. This

accommodates 104 customers. (1 hour, 45 minute intervals for table turns,

1 mise en place and 2 pocket tables)

Figure 7-10 - Superliner Lunch

7-36

Policies & Procedures

1 Lead Service Attendant and 1 Service Attendants

Time

Number of Customers

11:30

12:00

12:30

1:00

1:30

2:00

2:30

Each reservation time brings in 12 customers per 30-minute interval. This

accommodates 84 customers. (1 hour, 30 minute intervals for table turns,

1 mise en place and 1 pocket tables)

Figure 7-11 - Superliner Lunch

1 Lead Service Attendant and 2 Service Attendants

Time

Number of Customers

11:30

11:45

12:00

12:15

12:30

BREAK

12:45

1:00

1:15

1:30

1:45

BREAK

2:00

2:15

2:30

2:45

3:00

BREAK

Each reservation time brings in 12 customers per 15-minute interval. This

accommodates 144 customers. (1 hour, 30 minute intervals for table turns,

1 mise en place and 2 pocket tables)

Figure 7-12 - Superliner Lunch

Service Standards Manual No. 6

7-37

1 Lead Service Attendant and 1 Service Attendant

Time

Number of Customers

5:00

5:15

5:30

BREAK

5:45

6:00

6:15

BREAK

6:30

6:45

7:00

BREAK

7:15

7:30

7:45

BREAK

8:00

8:15

8:30

BREAK

8:45

9:00

Each reservation time brings in 8 customers per 15-minute interval. This

accommodates 96 customers. (1 hour, 45 minute intervals for table turns,

1 mise en place and 1 pocket table)

Figure 7-13 - Superliner Dinner

1 Lead Service Attendant and 1 Service Attendants

Time

Number of Customers

5:00

5:30

6:00

6:30

7:00

7:30

8:00

8:30

Each reservation time brings in 12 customers per 30-minute interval. This

accommodates 96 customers. (1 hour, 30 minute intervals for table turns,

1 mise en place and 1 pocket tables)

Figure 7-14 - Superliner Dinner

7-38

Policies & Procedures

1 Lead Service Attendant and 2 Service Attendants

Time

Number of Customers

4:30

4:45

5:00

5:15

BREAK

5:30

5:45

(60)

6:00

BREAK

6:15

6:30

6:45

7:00

BREAK

7:15

7:30

(120)

7:45

BREAK

8:00

8:15

8:30

8:45

BREAK

9:00

9:15

(180)

LAST CALL

Each reservation time brings in 12 customers per 15-minute interval. This

accommodates 168 customers. (1 hour, 45 minute intervals for table turns,

1 mise en place and 2 pocket tables)

Figure 7-15 - Superliner Dinner

1 Lead Service Attendant and 1 Service Attendant

Time

Number of Customers

11:30

11:45

12:00

BREAK

12:15

12:30

12:45

BREAK

1:00

1:15

1:30

BREAK

1:45

2:00

2:15

BREAK

2:30

2:45

Each reservation time brings in 8 customers per 15-minute interval. This

accommodates 96 customers. (1 hour, 30 minute intervals for table turns, 1

mise en place and 1 pocket table)

Figure 7-16 - Single Level Lunch

Service Standards Manual No. 6

7-39

1 Lead Service Attendant and 2 Service Attendants

Time

Number of Customers

11:30

11:45

12:00

12:15

BREAK

12:30

BREAK

12:45

BREAK

1:00

1:15

1:30

1:45

BREAK

2:00

BREAK

2:15

2:30

2:45

3:00

BREAK

Each reservation time brings in 12 customers per 15-minute interval. This

accommodates 108 customers. (1 hour, 30 minute intervals for table turns,

1 mise en place and 1 pocket table)

Figure 7-17 - Single Level Lunch

1 Lead Service Attendant and 1 Service Attendant

Time

Number of Customers

5:00

5:15

5:30

BREAK

5:45

6:00

6:15

BREAK

6:30

6:45

7:00

BREAK

7:15

7:30

7:45

BREAK

8:00

8:15

8:30

BREAK

8:45

9:00

Each reservation time brings in 8 customers per 15-minute interval. This

accommodates 96 customers. (1 hour, 45 minute intervals for table turns,

1 mise en place and 1 pocket table)

Figure 7-18 - Single Level Dinner

7-40

Policies & Procedures

1 Lead Service Attendant and 2 Service Attendants

Time

Number of Customers

4:30

4:45

5:00

5:30

5:45

BREAK

6:00

BREAK

6:15

6:30

6:45

7:15

7:30

BREAK

7:45

BREAK

8:00

8:15

8:30

8:45

9:00

9:15

Each reservation time brings in 12 customers per 15-minute interval. This

accommodates 120 customers. (1 hour, 45 minute intervals for table turns

1 mise en place and 1 pocket table)

Figure 7-19 - Single Level Dinner

Staggered Seating Examples

•

Example 1

One LSA and one SA choose to make

reservations for up to 12 passengers for each

30-minute seating. In this scenario, the LSA

will handle one table while the SA handles

two tables. This arrangement allows the entire

crew to provide quality service during this

30-minute period. The crew may use this

method without a break in service.

•

Example 2

One LSA and one SA choose to make

reservations for up to eight passengers for each

15-minute seating with a break in service at

every third seating. In this scenario, the LSA

will handle one table while the SA handles

the other table. This arrangement allows eight

passengers to be seated at 5:00pm, another

eight at 5:15pm and a break at 5:30pm to allow

the chef time to clean and prepare for future

meal orders. At 5:45pm the next eight passengers

would be seated followed by 6:00pm and a

break at 6:15pm.

Service Standards Manual No. 6

7-41

d) Recording Seat Location on Universal Meal

Checks

The following instructions for recording the table

and seat location on the Universal Meal Check

will enable all employees to identify who, at each

table, ordered what meal. All employees must

follow these instructions to provide consistent

delivery of food to the correct table.

• Using the right aisle seat as the starting point,

mark the table grid on the Universal Meal

Check in a clockwise fashion.

• Write the table number on the Universal Meal

Check.

D. Sleeping Car Procedures

Room Set-up - Train Attendant Sleeping Car

(Refer to Chapter 6 “Crew Function & Responsibilities”,

Section M “Train Attendant- Sleeping Car”, Part 2.

“TASC - Pre-Departure Responsibilities” for more

information)

Proper Bed Making Procedures

General Instructions

• The style of bed making is designed to provide

the passenger a comfortable, sanitary berth.

The “chin space” of a sheet over the head of

the blanket is to prevent a passenger from

making contact with the blanket.

• When berths are turned down, bedding is

pulled back to expose a larger area of the

sheet. This is to reduce contact with the

blanket when the passenger sits on the bed.

• Pillows must be stacked in any berth that

may be turned down by a passenger without

assistance from the train attendant.

• Berths must be attractive. If an employee

discovers a sheet with stamps, stains, or small

rips, put such blemishes at the foot of the bed,

or use another sheet.

• Spread sheets and blankets so there are no

bumps or wrinkles. Tuck sheets tightly under

the mattress.

7-42

Policies & Procedures

• When making the upper berths the employee

is to use an Amtrak approved ladder or berth

stool for this purpose.

• The employee is NOT to use the bed or

sink when making the upper berth.

• If the ladder is missing, contact a supervisor

immediately.

• Berth stools are provided by the crew

base upon request.

b) Superliner and Viewliner Sleeping Cars -

Bedroom Upper Berths

•

The foot of berth is made toward the window.

•

The upper berth requires two (2) sheets; two

(2) blankets; two (2) pillows and two (2) pillow

slipcovers.

•

Begin by moving the mattress four (4) to six

(6) inches over the edge of the bed box.

•

Spread the first sheet and tuck in all sides.

•

Spread the second sheet over the first and fold

back six (6) inches of “chin space” at the head

end of the fold.

•

Allow approximately 16 inches of the front edge

of the sheet to hang over the mattress edge.

•

Tuck the back edge of the sheet under the

mattress from the center down to the foot.

•

Spread the first blanket.

•

Pull the head end even with the mattress edge

and allow the front edge of the blanket to hang

approximately one inch above the edge of the

sheet.

•

Tuck the back edge of the blanket under the

mattress from the center down to the foot.

•

Tuck the blanket and sheet under the mattress.

•

Fold the six-inch “chin space” in the second

sheet over the edge of the blanket across the

head end.

•

Then, make a second fold of the sheet and

blanket together, 24 inches down from the

head end.

•

Spread the second blanket and double it from

the foot so that the fold is 18 inches from the foot.

•

Tuck the back edge of the blanket under the

mattress.

•

Fold the front edge of this blanket up onto the

bed, and roll it neatly toward the back edge of

the mattress.

Service Standards Manual No. 6

7-43

• Push the mattress with bedding back into the

bed box to secure the sheets and blankets.

• Tuck the remaining front edge blanket and

sheet under the mattress, and tighten up.

• Stand pillows on their long edge at the head

end with pillow slipcover openings tucked in

and turned toward the wall.

• Attach ladder at foot of berth.

Superliner and Viewliner Sleeping Cars -

Bedroom Lower Berths

• Follow “Superliner and Viewliner Sleeping Cars

- Bedroom Upper Berths” procedure, except

when both upper and lower berths are being used.

• Then, fold the second sheet and blanket (which

are draped toward the floor on the back edge)

up onto the bed.

• Lay it even with the edge of the mattress.

• Tuck in excess bedding along the front edge of

the mattress.

• Place pillows in an “L” shape, with the pillow

slip opening toward the corner.

• Place coat hangers on lower berth.

• Turn on reading lights above pillows.

d) Superliner Family Room - Upper/Lower Berths

• Follow the “Superliner and Viewliner Sleeping

Cars - Bedroom Upper Berths” procedures.

• Make foot of sofa bed and upper berth away

from the reading light.

Superliner Roomette - Lower Berth

• One (1) pillow and one (1) blanket per berth

in roomettes.

• Make foot of bed toward the locomotive.

• Depress foot pedal release to pull two seats

together.

• Remove lower berth pad from upper berth and

spread out on lower seat cushion.

• Spread and center first sheet, tuck in firmly on

all sides.

• Spread second sheet with front edge no lower

than three inches from the floor, make six (6)

inches of “chin space” in second sheet over

edge of blanket at head end.

• Fold blanket and sheet together as far as the

door facing.

7-44

Policies & Procedures

• Fold the front edge of the blanket and sheet up

onto the bed.

Superliner Roomette - Upper Berth

• The upper berth is made up in the same manner

as the lower berth.

• Put pillow slipcovers on pillows when vacant

room is made up.

• Stow pillow in upper berth.

Superliner Accessible Room

• Superliner accessible room is made in same

manner as a roomette.

h) Securing Vacant Bedrooms

• Remake both beds.

• Fold the lower berth mattress pad into thirds

and stow in the upper berth.

• Place four clean pillow slipcovers under the

sheet in the upper berth, stow all pillows in the

upper berth.

• Place berth ladder on top of bedding with

hooks facing downward, and secure with safety

straps.

• Return lower berth sofa seat to daytime position.

Securing Vacant Roomettes

• Remake lower berth mattress pad.

• Fold into an even “S” curve and stow in upper

berth.

Sleeping Car Train Attendant Passenger’s “Welcome

Aboard” Introduction

a) Introduce yourself to the passenger(s).

b) Explain the following features.

• Attendant call system

• Restrooms and shower facilities

• Heating and air conditioning

• Lighting

• Complimentary beverage service

• Wake-up beverage service

• Meal service and options

• Dining and Lounge Car locations and hours of

service

• Reservation system for lunch and dinner

• Emergency evacuation card

• Movies, activities and promotions

Service Standards Manual No. 6

7-45

Baggage Cars

On trains with working Baggage Cars, the employee

assigned to handle baggage is responsible for the

following. (Refer to chapter 4 “Baggage Handling”

for addition information.)

Assist the Station Agent with loading and unloading

of baggage, long gun cases and Railroad Business

mail (RRB).

b) Sort all checked baggage according to destination.

Sort RRB by destination and place in a suitable

container (box, case, tub, etc.).

d) Prior to arrival at the station, prepare all baggage

to be unloaded by moving it to the appropriate door.

Employees are prohibited from riding inside

Baggage Cars unless baggage or baggage crates

are secured during travel.

When working in a moving Baggage Car maintain a

braced position and sufficient handhold.

The employee assigned to handling baggage must

notify the Conductor of any skids, pallets, caskets

or other large items that would require the use of

a forklift or other equipment for removal from

the Baggage Car.

h) The Conductor must be notified before reaching

the last staffed station, prior to where the assistance

is required.

After completing work, the employee assigned to

handling baggage should make sure all transfer

plates have been removed and the Baggage Car

doors are closed, secured and locked.

Before the train moves, the Conductor must be

notified that the Baggage Car work has been

completed.

k) If long gun cases were loaded or unloaded, contact

the Conductor with the number of long gun cases

that were transferred so the Conductor can verify

that the gun case transfers were completed by

printing their initials in the required location on

the manifest.

Conductors Reporting Arrival and

Departure Times via Cellular

Telephone (Central Division Only)

Procedure

The following procedure governs the train delay

reporting requirements for Conductors working within

the Central Division. It is important that accurate

and timely train arrival and departure information

7-46

Policies & Procedures

be available to our customers, stations, call centers

and the Consolidated National Operations Center

(CNOC), in order to effectively communicate the

status of our service.

Trains Departing an Un-Staffed Station - Upon

departure from an intermediate station, the

Conductor must telephone the Customer Support

Desk at (800) 205-0711.

b) The Conductor must provide:

• their name.

• the train number.

• the trains’ origin date.

• the exact time of arrival and departure for

that train.

• the station name.

Arrival/Departure

• If the actual departure time differs from the

scheduled time, the reason for the delay must

be provided to the agent at the Train Status

Reporting Desk. Such delay information must

be in clear, concise terms that can easily be

understood.

• The agent at the Customer Support Desk will

note that time in Arrow as the arrival and

departure time for that train and provide the

reasons for any train delay as provided by the

Conductor. The agent working the Customer

Support Desk must enter into Arrow only the

time the Conductor provides.

• When arriving at an un-staffed destination, the

Conductor must call the Customer Support

Desk with the correct arrival time.

G. Communication

Radios

a) Radios are to be used in accordance with applicable

FCC and operating rules of the railroad on which

the train is operating.

b) Adjust volume to an appropriate level that allows

the user to hear transmissions while minimizing

the impact on passengers.

c) If possible, communicate in an area away from

passengers.

d) Earpieces are required to be used between the

hours of 10:00 p.m. and 7:00 a.m., and at any

other time to keep transmissions quieter and

more secure.

Service Standards Manual No. 6

7-47

Cell Phones/PDA

a) Company issued cell phones/PDAs/electronic

devices.

•

Proper care for the safety and security of cell

phones and/or electronic devices issued by the

corporation are the responsibility of the

employee to whom they were issued.

•

Company issued cell phones or electronic

devices, which are lost, must immediately be

reported to your direct supervisor and crew

base supervision.

•

Company issued cell phones or electronic

devices, which are stolen, must immediately be

reported to your direct supervisor, crew base

supervision and to the Amtrak or local Police.

•

It is the responsibility of the employee to provide

their supervisor with the telephone number so

that the service can be terminated on that phone.

•

It is the responsibility of the employee to

notify and secure a copy of the report from

Amtrak police if on Amtrak property or local

police if on non-Amtrak property.

•

It is the responsibility of the employee to

provide their direct supervisor with a copy of

the incident report as soon as possible after the

incident. (A police report does not exempt an

employee from any possible restitution and/or

disciplinary action).

•

Company issued cell phones and/or electronic

devices will be monitored by the appropriate

Division or Service Operations.

•

Any misuse (non-railroad business or unautho-

rized) of a company issued cell phone or elec-

tronic device could result in disciplinary action.

b) Cell phones/PDAs are not to be used in lieu of

radios to obtain or release track authorities or to

copy mandatory directives (e.g. Form D, TSRB,

Foul Time, etc.) unless authorized by Special

Instruction or a supervisor.

If a cell phone/PDA is used, all crew members

must be informed of the intent to communicate

via cell phone/PDA by way of an additional

job briefing. Immediately following the cell

phone/PDA communication, an additional job

briefing must be held to properly disseminate

information from that call.

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Policies & Procedures

• Employees using cell phones/PDAs to conduct

railroad business must not use the phone while

riding in the controlling cab of a moving train,

unless the business is associated with the

movement of the train.

• Passenger train Conductors may use a cell

phone/PDA to conduct railroad business while

the train is moving provided they are not in the

controlling cab, or controlling the movement

from the leading end.

d) Cell phone/PDA options:

• Ring - use vibrate or silent.

• Screen calls - use the caller ID function, return

calls later.

• Voice volume - use a normal tone; it is not

necessary to speak at a higher volume.

• Speaker phone - do not use this option at all.

• State and local laws - follow all applicable state

and local laws regarding cell phone/PDA usage.

• Movement - remain stationary (preferably

seated) when using a cell phone/PDA.

• Awareness - do not use in areas where

inattention could result in being struck by

tools or equipment.

Use of cell phone/PDA in the presence of

customers.

• If a passenger approaches while a crew member

is conducting company business on a cell

phone/PDA, the first priority is the passenger

and their needs.

• End the call immediately by telling the person

on the phone you will call back as time permits.

• The only exception is if the call involves the

movement of the train or an emergency

involving illness, injury, or physical danger.

• If it is necessary to use a cell phone/PDA with

the customer present, always explain why you

will be using the device and for what purpose.

When Conductors observe engineers using cell

phones/PDAs not in accordance with Amtrak

guidelines, they must refer the engineer to

System General Road Foreman Notices that

pertain to the correct use of cell phones and

electronic devices.

Service Standards Manual No. 6

7-49

g) If division or host railroad policies are more

restrictive than the policies outlined in this

section, the applicable more restrictive policies

will apply. Refer to Chapter 6, “Crew Functions

and Responsibilities” for a complete list of

prohibited devices.

“On-Board Communication” (NRPC 333AB)

The “On-Board Communication” (NRPC 333AB)

is used whenever a crew member needs to set-off a

message at a staffed station. The “On-Board

Communication” (NRPC 333AB) must be completed

in its entirety, and must provide concise details of the

action required of the Station Agent. The top white

copy must be handed to the Station Agent, and the

yellow carbonless copy should be retained by the

crew member for future reference if needed. (Refer

to Figure 7-20)

Figure 7-20 - On-Board Communication (NRPC 333AB)

H. Reporting Mechanical Defects

1. Procedure

a) Report all mechanical defects or failures,

including Automated External Defibrillator

(AED) to CNOC at:

•

(800) 424-0217 ext. 2082/2083

•

(302) 683-2082/2083

• ATS 734-2082/2083

b) Record all mechanical defects and failures on

the “Record of Defect and Repair - MAP 21A”

(NRPC 2775).

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Policies & Procedures

Reporting and Recording Delays on

Host Railroads

These instructions apply to Conductors of all Amtrak

trains except on the following Northeast Corridor

districts: Boston-New Haven, Springfield-New Haven,

New York-Washington and Philadelphia-Harrisburg.

All other rail lines over which Amtrak operates,

including Amtrak-dispatched segments outside the

Northeast Corridor, are known as “Host Railroads”

for purposes of these instructions.

Responsibility

Except on districts listed above, Conductors must

properly record and report all delays to their trains.

The Conductor must personally complete a Delay

Report showing arrival, departure, and/or passing

times at all stations and other designated locations; and

all delays, including the cause, location and railroad(s)

on which each delay occurred. Date(s), train number,

names of crew, engine number(s), car counts and other

information must also be shown as required on the

Delay Report.

All locomotive numbers in the consist must be

shown (including host-railroad locomotives, with

RR initials) and in correct order. If a locomotive

is added or removed en route, that fact and the

location must be shown in the “Eng. No. (s)” line

at the top of the Report.

If either the Conductor or Engineer is re-crewed

en route, or if a pilot is added, the name(s) of those

employees must be included at the top of the Report,

along with the location the new crew member went

on duty. For example, “Engr. J. Jones from MP 482.”

The Conductor will coordinate with the Engineer to

obtain all necessary information on over-the-road

(en route) delays so as to be able to properly

complete the Delay Report. If a new Delay Report

form is issued or revised, Conductors must obtain

sufficient copies, and must stop using and discard

the obsolete forms immediately.

When the departure time is reported at stations, it is

the time the train begins to move. If more than one

spot is made, it is the actual departure time after the

final spot.

Service Standards Manual No. 6

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Amtrak. Service Standards Manual for Train Service and On-Board Service Employees (Version 6, 2011) - page 9