Train Master – Passenger Services

About the role

The Train Master will lead onboard operations for Etihad Rail Mobility’s passenger services, ensuring a safe, comfortable and enjoyable journey for all travelers.

Key responsibilities

• Manage all aspects of onboard operations, including passenger boarding, seat assignments, amenities and service delivery.
• Lead and supervise the onboard crew – hosts, catering staff and service personnel – to maintain high service standards.
• Address passenger inquiries, resolve issues promptly and uphold a culture of exceptional customer service.
• Enforce safety protocols, industry regulations and emergency response procedures throughout the journey.
• Allocate onboard resources efficiently and coordinate crew training and emergency readiness.
• Communicate service information to passengers and conduct regular assessments to improve onboard facilities.
• Prepare and submit reports on operations, passenger feedback and crew performance to senior management.

Required profile

• Diploma or equivalent in Hospitality Management, Transportation Management or related field (experience may substitute).
• Minimum 5 years of experience in passenger railway services or a comparable sector with progressive responsibility.
• Strong leadership, people‑management and customer‑service abilities.
• Excellent communication skills in English (Arabic optional) and knowledge of railway safety regulations.
• Ability to work in a dynamic, fast‑paced environment and handle problem‑solving proactively.

Required skills

• Proficiency with computer systems and onboard management software.