One of the consistent things that creeps up in discussions of Long Distance Dining is the inconsistent quality of the On-Board Service.
If we really care about LD trains and seeing them continue, On-Board Service needs to be fixed.
If you ride the LD trains long enough, you'll run across OBS that are absolutely passionate about their job, OBS that treat customers like they're an inconvenience and OBS that basically get the job done without too much fuss.
I want to emphasize that I don't believe the problem is the union. The problem is the lack of supervision. Simply replacing a unionized workforce with a disposable workforce is not the answer. The problem is that the OBS that are complacent drag down the OBS that really care about their jobs. Management has very little way of knowing which is which or coaching out OBS that aren't doing their jobs. Bad union workers can be fired, it just takes proper documentation. I believe that once management starts holding OBS accountable and weeding out the worst offenders, the rest of the employees will follow suit.
While respecting the unionized workforce, there are a few things that Amtrak can do to make sure OBS is consistent, high quality and able to enhance the amazing experience of LD travel:
1. Make the LSA (Lead Service Attendant) management, outside of the TWU (The Union). The LSA's job should be making sure that all the OBS are not just providing good service, but working together as a team. LSAs should be able to help OBS cross-train on each other's jobs, give feedback and provide training on new best practices and procedures. LSAs should also periodically visit sleeping car passenger customers to ask them about their experiences with their Sleeiping Car Attendant.
2.Consistency. Raising the floor: LSAs should not be mandating that passengers cannot have meals in their rooms. They should be providing all available options per policy and communicating that to the passengers. You provide options and let the customer decide, you don't treat the customer like cattle and herd them into your preferred option. A welcome card stating the policies in each room along with the schedule should be standard. The SCA should not be allowed to "turn off" the call buttons to the entire car, etc.
3. Welcome e-mail. Make sure that every sleeping car passenger receives a welcome e-mail from their SCA and LSA. Advise them of the services available and the expectations in place.
4. Survey e-mail. Make sure every sleeping car passenger gets a survey about their OBS, how they were greeted, what services were offered, what policies were followed, etc.
5. Letting good service take precedence over seniority. This is going to be the hardest to get accomplished with the union. Putting a consistent set of service metrics into place and allowing really great service staff to skip the seniority line while pushing mediocre or bad service staff out of the way is key to changing the OBS culture.
None of these things cost more money. If anything, by making the staff more efficient it will save money in the long run.
Thoughts?
If we really care about LD trains and seeing them continue, On-Board Service needs to be fixed.
If you ride the LD trains long enough, you'll run across OBS that are absolutely passionate about their job, OBS that treat customers like they're an inconvenience and OBS that basically get the job done without too much fuss.
I want to emphasize that I don't believe the problem is the union. The problem is the lack of supervision. Simply replacing a unionized workforce with a disposable workforce is not the answer. The problem is that the OBS that are complacent drag down the OBS that really care about their jobs. Management has very little way of knowing which is which or coaching out OBS that aren't doing their jobs. Bad union workers can be fired, it just takes proper documentation. I believe that once management starts holding OBS accountable and weeding out the worst offenders, the rest of the employees will follow suit.
While respecting the unionized workforce, there are a few things that Amtrak can do to make sure OBS is consistent, high quality and able to enhance the amazing experience of LD travel:
1. Make the LSA (Lead Service Attendant) management, outside of the TWU (The Union). The LSA's job should be making sure that all the OBS are not just providing good service, but working together as a team. LSAs should be able to help OBS cross-train on each other's jobs, give feedback and provide training on new best practices and procedures. LSAs should also periodically visit sleeping car passenger customers to ask them about their experiences with their Sleeiping Car Attendant.
2.
3. Welcome e-mail. Make sure that every sleeping car passenger receives a welcome e-mail from their SCA and LSA. Advise them of the services available and the expectations in place.
4. Survey e-mail. Make sure every sleeping car passenger gets a survey about their OBS, how they were greeted, what services were offered, what policies were followed, etc.
5. Letting good service take precedence over seniority. This is going to be the hardest to get accomplished with the union. Putting a consistent set of service metrics into place and allowing really great service staff to skip the seniority line while pushing mediocre or bad service staff out of the way is key to changing the OBS culture.
None of these things cost more money. If anything, by making the staff more efficient it will save money in the long run.
Thoughts?
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