From the Amtrack Standards Manual 2012 Version: (Note: TAC=Train Attendant Coach)
TAC – Pre-Departure Responsibilities
a) Loading Numbers – Correctly set the car’s
“loading number.”
b) Vestibule Curtains – Pull and attach vestibule
curtains.
c) Set Signs – Position signage to indicate the
direction of the food service cars.
d) Seat Position – Inspect all seats for cleanliness
and place in an upright position.
e) Manifest – Get a copy of the manifest.
f) Check Functionality - Immediately report cleaning
and equipment defects – particularly toilets with
odor problems to the appropriate supervisor.
• Lights
• Seats and footrests
• Restrooms (water is operating in toilets and sinks)
• Water fountains (supplied with paper cups)
• Public Address system is working
• Heating/air conditioning
• Window curtains are uniformly positioned
• Doors and latches
• Trap doors (when equipped)
g) Announcement Protocols
• At origin and all major intermediate
stations the Train Attendant is to make an
announcement which:
Service Standards Manual No. 7 6-73
• Provides safety information.
• Orients the passenger to the consist of the train
– location of food service cars, restrooms, etc.
• Introduces the Train Attendant by name to the
passenger and provides the employee location
in the event of an emergency or other problem.
• Announce all station stops between the hours
of 7 a.m. and 10 p.m.
• Notify passengers individually of their station
stops from 10 p.m. to 7 a.m. Use a flashlight to
locate passengers during the night.
• When an en route delay occurs, passengers are
to be immediately notified.
• If the Conductor does not make an
announcement or the announcements are
too infrequent, it is the TAC responsibility to
keep the passenger informed.
h) Overhead Racks – Clear overhead luggage racks
of any supplies, blankets or pillows.
i) Pillows
• Pillows are to be cased before passengers
board the train.
• En route pillows are to be re-cased as needed.
• Every passenger is to receive a pillow delivered
to them from the Train Attendant.
• Within 15 minutes of departure from every
station stop, offer a pillow regardless of the
length of a passenger’s trip.
• Collect pillows 15 minutes prior to a passenger’s
destination, 30 minutes prior to the train’s
end-point.
• Do not use any blankets, linens or pillows
from the Sleeping Cars unless authorized by
the Conductor.
• If there are sufficient supplies of pillows, a
second pillow may be given to a passenger, if
requested.
j) Trash Containers – Set up trash containers at
appropriate locations in the car – ensuring they
do not block doors or vestibules.
k) Equipment
• Review the “Record of Defect and Repair
MAP-21A” (NRPC 2775) to verify that any
pre-existing conditions have been corrected.
• Immediately notify the mechanical department
or a supervisor if pre-existing conditions have
not been corrected.
• Safety bar and gates are to be secured in the
closed position when cars are being switched
or standing in a station.
6-74 Crew Functions & Responsibilities
• The rear door of the train is closed and locked
with all other doors being closed during train
movement.
l) Work Area
• Single Level Equipment – The TAC work area
is the two rear Coach seats.
• Superliner – The TAC work area is the two
rear upper level seats or the two seats across
from stairway.
• Place a “Reserved for Crew” sign above the seats.
• The passengers are to be kept informed of the
Train Attendants seat location.
• If a standee condition develops, the TAC is
expected to relinquish the window seat to a
passenger. The passenger may occupy that seat
until another seat becomes available.
m) Emergency Equipment – Prescribed emergency
and safety equipment is in place and ready for use.
4. TAC – Upon Departure and En Route Responsibilities
a) Receiving Passengers
• Wipe all hand railings and grab irons.
• Place the step box securely on the platform
whenever the distance from the lower car step
is 12 inches or more.
• As passengers approach the car, call out the
destination of the train, and the destinations
assigned to the car.
• Assist passengers with the boarding process.
• Assist passengers with luggage.
• Remain on the ground until the Conductor
signals the train is ready to depart.
• Late boarding passengers will be allowed to
board at any opening and then escorted to
their car.
• Ensure that the vestibule doors and outside
windows are properly closed and secured.
• Continually update seating diagram for
boarding and detraining passengers.
• Update the seating diagram as the Conductor
makes the ticket lift.
• Verify this information periodically with the
Conductor.
• Notify the Conductor of any ticketing problems.
• Direct the passenger to their seat.
• Make every effort to seat families and groups
together.
• Coordinate group seating with the Conductor.
Service Standards Manual No. 7 6-75
b) Introduction
• Introduce yourself to passengers.
• Inform passengers of smoking policy
• Inform passengers on how to safely move
through the train.
• Orient passenger to the car.
• location of restrooms.
• location of Food Service Cars.
• location of drinking fountains.
• Refer passengers to the Emergency Evacuation
Information Cards and the location of the
emergency exits.
• Inform passenger of your location (the car and
seat you will occupy) so passenger can find
you for assistance or to answer questions.
• Let passenger know that you will be walking
through the cars distributing pillows and
personally saying “hello”.
c) Ticket Lift/Coach Seating Diagram
• As the Conductor or Assistant Conductor
make the ticket lift, complete the Coach
seating diagram.
• The Train Attendant is not to collect tickets
unless directed by the Conductor or
Assistant Conductor.
• Every passenger must have a seat check.
• Passengers who indicate they require special
assistance (for example they are deaf), are
to have the “Special Assistance Seat Check”
(NRPC 3242) which is green with the words
“Keep in Sight”.
• Unaccompanied Minors are to have the
“Special Assistance Seat Check” (NRPC 3242)
which is green with the words “Keep in Sight”.
• It is the Train Attendants responsibility to
update the diagram throughout the trip.
• Compare coach diagram, passenger counts
and destinations with the Conductor’s
ticket counts.
• An up-to-date coach diagram ensures all
crew members know which passengers will
be boarding and detraining overnight.
• Passengers boarding between 10pm and 7am
are to be directed to a specific seat number
to minimize disruption to passengers already
on-board and asleep.
• Passengers detraining between the hours of
10pm and 7am are to be individually notified by
the Train Attendant. Use a flashlight to assist the
passenger in collecting their personal items.
6-76 Crew Functions & Responsibilities
d) Cleanliness of Coaches
• Inspect cars every 30 minutes.
• Ensure drinking fountains are supplied with
paper cups.
• Deodorize cars with air freshener as needed.
• Keep the outside of end doors free of dust and
dirt so passenger will not soil their clothing
when going from one car to another.
• Keep vestibules and passageways free of snow
and ice. Apply de-icing chemical when necessary.
• Mop uncarpeted floors as needed. Do not allow
water to collect or stand on floors.
• Sweep all carpeted floors and upholstered
areas as needed.
• Brush vacated seats en route
e) Restrooms – Routine Cleaning
Restrooms are to be checked every hour during
the course of the trip and checked every 30
minutes during the morning peak time between
6:00 am and 10:00 am. Clean as required.
• Keep the public restrooms clean and dry.
• Wipe mirrors, sinks and counters.
• Wipe and disinfect toilet bowl, toilet seat,
under toilet lid.
• Replenish soap and paper products as necessary.
• Pick up trash.
• Dust floor with Swiffer Dry.
f) Restrooms – Heavy Cleaning
Restrooms are to have a heavy cleaning as the last
duty of the evening, in order to have the restrooms
ready for peak usage between 6:00 am - 10:00 am
the next morning. Restrooms should also have a
heavy cleaning after the peak usage time of 10:00 am
and as needed or as directed by local supervision.
Follow these steps in the order listed:
• Pick up trash.
• Begin toilet cleaning process by using green
rubber gloves or disposable latex gloves to lift
toilet seat lid, then spray germicidal foaming
cleaner inside the bowel outside of the toilet
bowl including the seat, lid and platform the
toilet sits on (let soak).
• Spray the glass cleaner (Solutions Plus) on the
mirror and under mirror back splash (clean
with paper towels).
• Use the germicidal foaming cleaner inside of
the sink bowl, hot/cold faucet handles, spout,
sink counters, outside of sink cabinet, toilet
flush button, doors, doorknobs and locks
(clean with paper towels).
Service Standards Manual No. 7 6-77
• Finish wiping down the outside of the toilet
bowl including the seat, lid and platform the
toilet sits on.
• Finish toilet cleaning process by using the
Scrubbing Bubbles toilet cleaning kit to scrub
inside of toilet.
• Used scrubbing pads can be flushed down
the toilet or put into a small plastic bag and
disposed with the trash.
• Wipe and disinfect changing table.
• With a wet Swiffer, mop clean the floor
including the corners of the floor and around
the toilet base.
• Remove gloves. (If green rubber gloves were
used, clean first (before removing) by squirting
liquid hand soap into the palm of a glove and
rub the gloves vigorously together, rinse gloves
in hand sink under running water then dry with
paper towel.)
• Spray a light amount of Febreze into the
restroom.
• Wipe liquid soap container with disinfectant
and replace liquid soap container when
malfunctioning or nearly empty.
• Remove used bars of soap, and replace with
new bars (long distance coaches and first class
accommodations).
• Restock proper paper cups, facial tissue,
paper towels and toilet paper as necessary in
appropriate holders. (Do not leave extra stock
on counter tops or back of toilet.)
• Empty trash containers and install new liners.
• Return all cleaning supplies to the proper
• storage area.
g) Restrooms – Defects
• If a sink or toilet malfunctions, lock the
restrooms until authorized repairs can be made.
• Shut off water supply to prevent flooding, if
necessary.
• Place sign “This Restroom is out of Service” -
number 028126 on door.
• Record all defects on “Record of Defect and
Repair MAP-21A” (NRPC 2775).
• Lock the restrooms if a car runs out of water.
Arrange for the car to be watered en route.
h) Lighting – Main ceiling and cove lights must be
turned off at 10 p.m. on overnight trains.
i) Trash Containers
• Empty trash containers as they reach 75
percent of capacity.
6-78 Crew Functions & Responsibilities
• Off-load trash at designated locations. (Refer
to Chapter 3 “FDA Rules & Inspections”)
j) Temperature Control – Regulate lights, heat and
air conditioning en route.
k) Luggage
• Ensure that all carry-on baggage has
identification tags attached.
• Do not store luggage in the vestibule areas.
• Ask passengers to keep baggage and paper
clear of floor heating strips.
l) Detraining
• Review Seating Diagram in preparation for a
station stop.
• Notify the Conductor of all passengers who
require a wheelchair or other special assistance
at their destination. This must be done as early
as possible so that the information can be sent
well in advance to the station.
• Prepare passengers for detraining at least 20
minutes prior to arrival at their destination
station.
• Make sure that all passengers detrain at their
ticketed destination.
• Notify the Conductor immediately if unable to
locate a passenger.
• Should a passenger fail to detrain at their stop
(a carry-by), immediately notify the Conductor.
• Assist passenger with positioning of their
luggage in preparation for detraining
• Get help when passengers are exiting from
more than one car.
• Open vestibule side doors and traps only after
the train has come to a complete stop.
• Wipe the handrails.
• Remind passenger to check around their seats
to avoid forgetting anything.
• As passengers detrain, remind them to be
careful and thank them for riding Amtrak.
• If Red Cap Service has been ordered, but has not
yet arrived, the Train Attendant is to stay with
the passenger until the Red Cap Service arrives.
m) Additional Responsibilities
• Passenger Changes Accommodations
• When a passenger changes accommodations
during a trip, the Train Attendant in the car
from which the passenger is transferring is
responsible to assist in carrying baggage to
the new accommodation.
• If the transfer of a passenger can be better
Service Standards Manual No. 7 6-79
accomplished at a station stop, the Train
Attendant will assist the passenger after
notifying the Conductor to ensure there are
not safety issues (door unprotected, etc.).
• Unaccompanied Minors
• All unaccompanied minors should have a
wrist band on indicating their name, destination
and a contact number. (Refer to Chapter
7 “Policies and Procedures”)
• Unaccompanied minors are to be monitored
by employees to ensure their safety and
comfort.
• At Seat Meal Service
• Any passenger may request “At Seat Meal
Service”. Any passenger who is disabled
MUST be offered “At Seat Meal Service”.
• Inform the LSA-Diner of any passenger
who would like meals at their seat.
• The Train Attendant is responsible for taking
passenger’s meal orders to the LSA-Diner,
handling the payment process and serve the
prepared meal to the passenger.
• Meals will be served in a “carryout” hinged
lid container.
• Meals will be carried and delivered to
passengers in a delivery sack and include
plastic ware and condiments.
n) Café/Lounge Car Cleaning – On Long Distance
trains, the TAC (when assigned by the bulletined
job description) is to maintain the cleanliness
of the Café/Lounge Car, including the removal
of trash, the restrooms and general removal of
items left by passengers.
5. TAC – End-of-Trip Responsibilities
a) Inspection
• Check all cars to make sure that no passengers
remain on-board.
• Ensure that all items have been removed from
the train.
• Any items left on-board must be turned in to
Lost and Found or the Ticket Office; a receipt
must be obtained.
• Notify the Conductor and Police if any
suspicious items are found.
• Pick up trash, newspapers and litter.
b) Pillows
• Put fresh slips on pillows and store in pillow
locker.
6-80 Crew Functions & Responsibilities
• No pillows are to be left in seats or overhead
luggage racks.
c) Trash
• Bag all trash.
• As required by location, leave the bags in the
car or place on the platform.
d) Defect Report – Ensure that any defects are
recorded on the “Record of Defect and Repair
MAP-21A” (NRPC 2775).
e) Dormitory Responsibilities
• If the Coach Car is adjacent to the Dormitory
Car, it is the TAC’s responsibility to supply
clean linen to the car and to bag used linen at
the end of the trip.
• Co-workers are to strip their rooms and
separate used linen for bagging.
f) Storage of Equipment
• Stow all equipment and supplies.
• Place step box in vestibule.
N. Train Attendant-Sleeping Car
The Train Attendant in the Sleeping Car is responsible
for the orderly maintenance of Sleeping Car
accommodation, for providing all required services,
providing quality customer service and other duties
as assigned.
All Train Attendants-Sleeping Car (TASC) are
responsible for but not limited to the following.
a) Adhering to all of the procedures in Section B
“General Information” of this chapter.
b) Be conversant with and adhere to the policies
and procedures as outlined in Chapter 3 “FDA
Rules & Inspections”.
1. TASC – General Responsibilities
a) Forms, Tools and Supplies
• Coach key.
• Punch-lock key.
• Flashlight.
• Ice scoop.
• Sanitizing test strips.
• Sanitizing solution (50-200 parts per million).
• Cleaning kit.
• Cleaning towels (rags)
• Germicidal spray car interior cleaner
• Glass cleaner “Solution Plus”
• Febreze air freshener
• Scrubbing Bubbles toilet cleaning kit
• Scrubbing Bubbles toilet refill pads
Service Standards Manual No. 7 6-81
• Swiffer hard surface floor cleaner handle
• Swiffer wet refills
• Swiffer dry refills
• Carpet sweeper or Shark electric sweeper
• Lysol disinfectant wipes
• Gloves - green rubber
• Gloves - latex disposable
• Snow broom (winter).
• De-icer (winter).
• Step box.
• Sleeping car diagram and manifest.
• National and train-specific timetables.
• Maintain and have the current printed or
electronic versions of the Service Standards:
Manual for Train Service and On-Board Service
Employees along with all active OSUs in your
possession while on duty.
• Review and understand all current FOs, FSNs,
OSAs and TAs that are applicable to job
responsibilities.
• Amtrak “Baggage Identification Tag”
(NRPC 347)
• Amtrak approved signage including:
• “Only Sleeping Car Passengers Beyond this
Point” – number 028133
• “Only Crew Members Beyond this Point” –
number 028102
• “This Restroom is Out of Service” – number
028126
• “Please Proceed this Way to the Dining Car”
– number 028127
• “Please Proceed this Way to the Lounge Car”
– number 028157
b) Equipment for Room Set-Up
• Coat hangers.
• Amtrak postcards.
• Train-specific Route Guides and Timetables.
• Trash boxes and liners.
• Paper cups, tissues, paper towels.
• Hand soap and dispensers of soap.
• Coffee pot and all supplies for service.
• Ice chest, ice and ice scoop.
• Welcome aboard cards.
• Emergency evacuation card.
• Amtrak approved work ladder or berth stool.
• Amenities, including complimentary beverages.
• Linen:
• Pillows.
• Sheets, pillow cases, wash clothes, hand and
bath towels.
6-82 Crew Functions & Responsibilities
• Blankets.
• Linen bags.
• Hamper.
• Mattresses for all beds.
• Curtains on all windows and all doors.
c) Equipment – On Train
• Public address system is operational.
• Switches, lights call bells and controls in each
accommodation are operational.
• Drinking fountains operational and stocked.
• In-room sinks, showers and toilets operational.
• Community restrooms operational (water is
operating in toilets and sinks).
• Beds and upper-berth safety restraints in place.
• Safety bar or gate is secured in place.
• Trash boxes and liners in place.
• Step box.
d) Teamwork
• Assist LSA-Diner with lunch and dinner
reservations.
• If waiting lists become necessary for the Dining
Car, support the LSA-Diner by keeping the
passengers informed as to wait times, etc.
• Provide “At Seat Service” for any passenger
who would like this service.
• Assist in organizing and disturbing any type of
service recovery complimentary food service
that may be offered.
• Prior to turning the car over to a relief TASC,
review the manifest with the Conductor and
the relief TASC.
e) Amenity Station
• The Amenity Station must be kept clean and
sanitized at all times.
• The utility sink must be free of any items such
as water and ice.
• All tools must be stored in a clean plastic ice bag.
• Ice must be removed from the plastic bag and
stored directly in the sanitized ice well.
• The complete Amenity Station must be kept
sanitized including the sink, surface area, ice
scoop, ice rac
