Suzette Luketic

Booking Office Role and Responsibilities

· Providing outstanding Customer Service on the Pakenham / Dandenong/ Cranbourne lines by optimizing customer experience in delivering superior services and effectively troubleshooting issues as well as delivering prompt resolutions for passenger inquiries.

. Assist and check on passengers regularly, verify compliance with safety requirements and identify passengers with special needs, the elderly, illness or disputes, ensuring their comfort and safety throughout their journey.

. Resolve conflicts among passengers diplomatically, maintaining a safe and harmonious atmosphere while maintaining strict adherence to industry regulations, minimizing risk exposure for the organization.

· Providing clear, adequate and precise information to customers using sound knowledge of the transport system, helping them navigate the station with ease. .Streamline boarding processes for timely departures and minimized delays by efficiently managing the flow of passengers and luggage.

· Ticket sales for metropolitan and country destinations including renewing of expired and damaged Myki cards and booking reservations for V/Line customers

· Punctual for Open up shifts having the station up and running for customers prior to the first train and Securing/Locking Up of station premises with strict adherence to Metro Trains Safety procedures including station checks, alarming, locking away of valuables, being accountable for station float, safe float and student concessions.

. Ensure all monies including that of ticket sales and lost property are correctly collated and banked in accordance with the station accounting instructions.

· Comprehensive knowledge of all computer-based applications relation to station operations, Control Desk, sound knowledge of windows, office, entering data for student Concessions, cleaning reports, Shift Balances, Fault Reporting, V-Net and TOT. Handling ticketing transactions accurately to prevent revenue loss and improve customer experience.

· Manage all housekeeping and safety procedures in relation to the station accurately checking and updating the station Fault Checklist and completing Incidents reports when required.

· Making clear and accurate service announcements over the PA system ensuring real time information is provided to our customers regarding all services, any incidents, alternative running and disruption as well as consistent good service. Providing information on routes, timetables or concourses.

. Conducting regular inspections of equipment and facilities, identifying maintenance needs proactively. Maintain cleanliness of station facilities, contributing to a pleasant travel environment.

. Effective communication between staff members during high traffic periods, ensuring a coordinated response to any challenges that arise and collaborate to address operational challenges and ensure smooth daily operations and assisting in the implementation of new policies and procedures at the station level.

· Presence at Barriers assisting customers with general good service, Myki assistance, Platform or bus information. Educating customers of safety procedures when notice of behaviour that could potentially be a risk to them or to others. Guide and assist mobility customers and bikes, prams to wide barriers, elevators or to report suspicious behaviour.

· Assisting in Occupations making platform announcements, working with drivers assisting with train shunts, clearing of trains, assisting customers from train to replacement buses, providing information regarding planned occupations dates, times and expected extra travel times.

· Prompt response and Coordinate operations with other emergency service groups during disruptions and emergency situations whilst adhering to strict safety procedures working in conjunction with Metrol, Customer Control Centre, Station Master, Fellow Staff members, Rail Technicians, Safe Working Departments and Emergency Service Personnel.

. Offered timely and skilled emergency response and performed CPR or first aid.

. Assisted passengers needing medical assistance by performing CPR and basic first aid.

Stations Worked At:

Noble Park Cranbourne

Moorabbin Mordialloc

Cheltenham Pakenham

Berwick Narre Warren

Caulfield Westall

Clayton Springvale

Dandenong (Control Desk, Booking Office and Barriers)