Reservations Specialist

Job Description

Job Description

Mendocino Railway is the owner/operator of freight and passenger railroads including the Skunk Train and the River Fox Train. The River Fox operates between West Sacramento and Woodland along the Sacramento River, its office is located at 18095 CR 117, W. Sac 95691, just off I-5 at Exit 22.

The River Fox Train is a unique entertainment venue looking for outgoing individuals with an aptitude for fun and hard work to join the crew as a Reservations Specialist . This is a part-time, seasonal position anticipated to run through early January 2027. As an entertainment venue, this role will work nights, weekends and upcoming holidays including Halloween and Christmas.

As the first point of contact for our guests, this role plays an important role in creating a welcoming and memorable experience from the moment a guest begins planning their visit by assisting guests with reservations, excursion information, special requests, ticketing, and check-in while providing friendly, accurate, and professional service. 

ROLE AND RESPONSIBILITIES (including but not limited to)

• Answer incoming phone calls and emails in a friendly, professional, and timely manner.
• Assist guests with making, changing, and confirming reservations.
• Provide accurate information about excursions, schedules, pricing, seating, menus, parking, accessibility, cancellation policies, and special events.
• Use the reservation and ticketing system to accurately enter and update guest information.
• Process payments, refunds, exchanges, and reservation changes according to company guidelines.
• Document dietary restrictions, accessibility needs, celebrations, and other special guest requests.
• Assist with preparing seating assignments and seating charts for scheduled excursions.
• Communicate reservation details and special requests to Operations, Food & Beverage, and onboard service teams.
• Assist guests with check-in, boarding passes, directions, and general questions upon arrival.
• Help troubleshoot reservation, ticketing, payment, and seating issues.
• Respond calmly and professionally to guest concerns and escalate more complex situations to a Lead or Manager when appropriate.
• Assist with contacting guests regarding schedule changes, delays, cancellations, or other important excursion updates.
• Maintain a clean, organized, and welcoming reservations and guest services area.
• Develop strong knowledge of our excursions, guest experiences, and services in order to confidently answer questions and make recommendations.
• Perform other guest service and administrative duties as assigned.  

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• Must be 18 years of age or older.
• 1+ years of customer service, hospitality, reservations, retail, tourism, or front desk experience.
• Friendly and professional communication skills, both over the phone and in person.
• Comfortable learning and using online reservation, ticketing, and point-of-sale systems.
• Pre-employment drug screen (including medical marijuana) and background check required prior to hiring.
• Strong attention to detail and ability to accurately manage guest information and special requests.
• Ability to remain calm, courteous, and solution-focused when assisting an upset or frustrated guest.
• Ability to manage multiple priorities in a busy, guest-facing environment.
• Must be reliable, punctual, and professional in appearance and demeanor.
• Must be available to work weekends, evenings, and holidays (including Halloween and Christmas).
• Willingness to work both onboard a moving train and at a station or event locations.

PHYSICAL REQUIREMENTS

• Ability to stand for extended periods and walk on uneven surfaces (train platforms, gravel, etc.).
• Must be able to lift up to 30 lbs safely
• Ability to bend, reach, and perform repetitive tasks.
• Comfortable working in both indoor and outdoor environments and around moving rail equipment (with provided safety training).
• Must be able to perform duties safely while on a moving train.

BENEFITS & ADDITIONAL NOTES 

• Employment is part-time, seasonal and includes paid sick leave accrual.
• If employment moves to full-time status it would include medical, dental, and vision insurance, 401(k) retirement, paid holidays, paid sick leave, and paid time off.

EEO Statement

Mendocino Railway is an equal opportunity employer and provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disabled status or any other protected class.