Guest Service Supervisor - Miami

Your Purpose

As a critical member of the Brightline Station Operations team, you will assist the Station Manager’s direct daily operations and all aspects of the business within the station, keeping safety at the forefront of everything you do. While working closely with the Rail Operations and Security teams, and liaising between additional departments, you remain focused on ensuring a smooth and efficient, hospitable and comfortable travel experience is encountered by all our Guests. Though you report to the Station Manager, your daily interactions will mostly be with Guests and station Teammates. You will rotate as a Duty Manager and monitor schedules and communication activities in all areas.

If you’re a people-person looking for a role where you’ll be empowered to own your zone, inspired to learn, and have the confidence to bounce back from setbacks, this is the perfect opportunity!

Your Role [Essential Functions]:

• Create a culture of engagement, learning, and team development.
• Motivate Teammates and maintain a positive work environment while ensuring the entire team reflects Brightline’s values.
• Celebrate successes and recognize the contributions of Teammates.
• Assist the Station Manager in disseminating operating procedures related to station appearance and performance reporting.
• Interact with Guests on a regular basis throughout the station to obtain feedback on quality of product, service levels and overall satisfaction and respond to complaints as necessary.
• Ensure deliveries received while on duty are stored and recorded appropriately.
• Stay on top of inventory levels for office supplies, cleaning supplies, and F&B products to ensure proper levels according to the expected consumption levels.
• Be the Subject Matter Expert trained on all mobility tools and processes.
• Engage with mobility partner leaders to promote an efficient, high quality Guest experience.
• Ensure all Mobility drivers are adhering to uniform and grooming policies and following SOPs.
• Stay up to date on company policies and terms of service; ensure these live in our stations and Teammates are aware of updates and/or changes.
  
  

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

Managerial Responsibility

• Direct supervisory responsibility including the to hire, transfer, suspend, layoff, recall, promote, discharge, assign, reward or discipline or effectively recommend such actions.
  
  

Qualifications, Knowledge Skills & Abilities

• You have two or more years of experience in high-traffic environments such as hospitality, guest services, or transportation.
• You enjoy working with people and maintain a positive, upbeat attitude even during stressful situations. You’re skilled at adapting your communication style to connect with a diverse range of individuals.
• You’re able to assist guests with special needs, including providing wheelchair support when necessary.
• You demonstrate sound judgment and can think and act independently.
• Your verbal and listening skills are excellent, with a strong focus on delivering outstanding guest service both in person and over the phone
• Knowledge of F&B operations/standards preferred.
• You’re comfortable being on your feet all day—standing, walking, and staying physically active throughout your shift.
• You can lift and carry baggage of various sizes and weights over short distances and occasionally push a wheelchair.
• Knowledge of inventory management/logistics.
• While you don’t need to be a math expert, you possess basic math skills.
• You work well under pressure and are equally good at taking direction, as you are giving it.
• You have previous experience with ensuring policies and procedures are closely followed.
• You are a minimum of 18 years old.
• You are safety-focused in your day-to-day life; ever-vigilant to inform and help others stay safe in their environment.
• You are able to work shifts, including early mornings, nights, weekends, holidays and long hours at times.
• Knowledge of the prevention of foodborne illnesses and health regulations is not required but a PLUS.
• The ability to speak multiple languages is not required, but a PLUS.
  
  

Work Environment

Works in a clean, air-conditioned office space, free of noise, dust, and humidity.

Physical Demands

Regularly required to use hands to finger, handle or feel; reach with hands and arms; and talk or hear. This position is very active and the employee frequently is required to stand; walk; and stoop, kneel, crouch or crawl all day. Occasional lifting of light items required. No specific vision requirements. Objects weighing 70 pounds or more must be accompanied by a second individual to avoid injury.

Travel

None

Combine your experience, innovation, and entrepreneurial spirit by joining our growing team in Florida. Brightline is pleased to offer a competitive compensation and benefits package, and the opportunity to make a difference while making history as the only privately funded rapid rail service in the country.

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