Onboard Lead - Orlando

At Brightline, we believe in creating meaningful connections through exceptional travel experiences. We are here to Challenge the Transportation Status Quo and Reimagine what it means to Travel by Train in America. We are on a mission to encourage America to Go Car Free. Carefree.

Job Summary:

As part of the Onboard Experience team, you will play a critical role in delivering a safe, compliant, and best-in-class onboard guest experience. Onboard Lead will support the Onboard Management team as a first line of defense in the daily onboard operation and with training and developing Brightline's Train Attendant team.

• Use designated hand signal or announcement systems to confirm the train is ready for departure.

• Help guests locate their seats, escorting them as appropriate.

• Repetitively push and pull service cart through aisles and doors to service the guest throughout the train.

• Have complete knowledge of all F&B menu offerings and diligently seeks to sell food & beverage item using suggestive selling techniques.

• Prepare and serve hot and cold beverages and snacks adhering to Company standards; ensure guests are satisfied with their selections and engage in friendly conversation throughout.

• Serve alcoholic beverages adhering to Company established standards, including visually checking and verifying proper identification.

• Inspect service support areas to ensure adherence to Company sanitation requirements.

• Process credit card transactions for purchases via a mobile Point of Sale device.

• Train newly hired Train Attendants on Brightline's steps of service and safety standards.

• Assist Management in monitoring inventory levels and guiding other teammates to complete tasks to standard, including side work, opening, and closing procedures, cleanliness, uniform & grooming guidelines, and guest service standards.

• Prepare shift reports to include physical headcount, safety and security matters, delays, incidents, guest experience, staffing levels, and maintenance concerns.

• Assign POS devices to train attendants and verify they are all in working order to begin service.

• Receive & inspect all F&B carts with train and commissary attendants to ensure all products are consistent with our opening inventory for the designated shift.

• Monitor onboard offerings and inventory levels and advise Onboard or Station Management to replenish as needed.

• Ensure that all Onboard activities are carried out safely and to Brightline's standards of quality.

• Report safety concerns to the Onboard Management and Safety & Security teams immediately.

• Assist with light cleaning and resetting of the train at station turn-around and final terminals.

• Take lead on handling and solving escalated guest concerns in an open, friendly, professional, and confident manner.

• Ensure that all the following items are consistently monitored:

• Public address announcements are delivered to standard, providing friendly journey information and a positive message to guests.

• A warm handover from train to station occurs, paying close attention to guests with special needs, guests with children, or guests with heavy luggage.

• Ensuring that all possible assistance and information is provided to guests during periods of service disruption.

• Follow Company protocols to manage any unscheduled or emergency situations as trained.

• We are a new business model - agile and evolving. This job description isn't meant to be a complete list of your qualifications or all the things you'll do.

• You have at least 6 months of experience as a Train Attendant with Brightline and are in good standing.

• You are a natural salesperson, comfortable suggesting items to guests to enhance their experience.

• You love working with people, staying positive for hours on end (including in stressful times) and adapting your communication style to fit a diverse group of people.

• You are safety-focused; ever-vigilant to inform and help others to stay safe in and around the trains.

• This role requires use of physical abilities in the case of emergencies. You must be able to move and lift heavy objects in various directions including over your head, traverse across uneven terrain ascend/descend ladders, and perceive the physical environment around you and perform all safety related procedures.

• You have good problem solving and decision-making skills.

• You don't need to be a mathematician, but you do possess basic math skills.

• You are a minimum of 18 years old.

• You have and can show legal permission to work in the United States.

• You can work shifts which include day, nights, weekends and holidays. Shift subject to change.

• This role falls under a department with a seniority shift bidding process

• You speak, read, and write English at a High School level.

Brightline Management, LLC is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, Brightline Management, LLC will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

NOTE: JOB DESCRIPTION IS SUBJECT TO CHANGE BASED ON BUSINESS NECESSITY.