Onboard Lead - Orlando

Description

• Assist Guests in locating their seats and escort them as appropriate. Provide assistance with Guest baggage as needed.
• Receive and inspect all F&B carts with Train and Commissary Attendants to ensure all products are consistent with opening inventory for the designated shift.
• Ensure that all possible assistance and information is provided to Guests during periods of service disruption.
• Maintain a professional, neat, and well-groomed appearance in accordance with Brightline standards.
• Process credit card transactions for purchases via a mobile Point of Sale device.
• Assist in training newly hired Train Attendants on Brightline’s steps of service and safety standards.
• Assist in handling and solving escalated Guest concerns in an open, friendly, professional, and confident manner.
• Monitor and review all Brightline communication channels, including our company intranet, bConnected, during work hours to ensure all company and department communications and notifications are promptly reviewed.
• Deliver public address announcements according to standard, providing friendly journey information and a positive message to Guests.
• Serve alcoholic beverages adhering to Company established standards, including visually checking and verifying proper identification.
• Follow Company protocols to manage any unscheduled or emergency situations as trained.
• 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.
• Pay close attention to Guests with special needs, Guests with children, or Guests with heavy luggage.
• Complete necessary reports and file appropriately. Report equipment issues.
• Monitor onboard offerings and inventory levels and advise Onboard Supervisor on needed items.
• Prepare shift reports to include physical headcount, safety and security matters, delays, incidents, Guest experience and maintenance concerns.
• Ensure that all Onboard activities are carried out safely and to Brightline’s standards of quality.
• Provide food and beverage service to Guests throughout the train, using strategic selling techniques.
• Maintain communication with the Onboard team on the train and leadership throughout the shift as needed.
• Inspect service support areas to ensure adherence to Company sanitation requirements.
• Report safety concerns to the Onboard Supervisor immediately.
• Assist Management in monitoring inventory levels and guiding other Teammates to complete tasks to Guest service standards.
• Provide light cleaning and resetting of the train at station turn-around and final terminals.
• Assist the Onboard Supervisor in using designated communication systems to confirm the train is ready for departure and arrival.

Requirements

• Proven ability to effectively interact with Guests, management, and Teammates under pressure.
• Skill in professionally handling and resolving escalated Guest concerns using strong problem-solving and decision-making abilities.
• Knowledge of safety protocols and the ability to report concerns promptly.
• High School Diploma or GED required, some college or vocational training preferred.
• Detail-oriented with the adaptability to handle a variety of situations.
• Minimum of six (6) months’ experience in guest service, sales, or food & beverage service.
• Must be able and willing to work any shift, including weekends and holidays, based on operational needs and train schedules as necessary.
• Effective communication skills (fluent English is essential) and interpersonal skills for engaging with Guests, Teammates, and stakeholders. Ability to clearly convey information and instructions.
• Have complete knowledge of all F&B menu offerings.
• Good physical condition to handle the demands of the job, including performing all safety-related procedures in a moving train environment and performing manual tasks. Capable of climbing, pushing, pulling, walking, standing, and bending repeatedly for extended periods, frequently lifting and/or moving objects up to 50 pounds.
• Understanding of foodborne illness prevention and health regulations.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance