Baggage Attendant - FTL Station

Brightline Trains•Fort Lauderdale, FL

17h•$20 - $20•Onsite

About The Position

As the Baggage Attendant for Brightline’s station, you will be responsible for welcoming guests, processing and handling their baggage, and providing information about the station and surrounding areas. This role also involves ensuring the safety and security of the station, assisting in various station operations, and maintaining a high level of guest satisfaction. 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!

Requirements

Love working with people, staying upbeat and positive for hours (including in stressful times), and adapting your communication style to fit a diverse group of people.
Excellent verbal communication skills geared towards superior guest satisfaction.
Ability to stand, walk, bend, lift to 70lbs frequently, and push wheelchairs and heavy baggage carts up to 560lbs, being physically active for entire shifts.
At least 18 years old.
Demonstrated reliability, punctuality, and dependability.
Willing and able to work rotating shifts to include early morning, late evenings, holidays, and weekends.
Ability to work in Florida's seasonal climate, including exposure to heat, cold, and humidity, for limited times throughout the shift.
Legal permission to work in the United States.
Ability to work shifts, including weekends and holidays.
Speak, read, and write English at a High School level.

Nice To Haves

Six months of similar experience in a related field such as concierge, bellhop, hotels, airports, guest services, or transportation.
Ability to speak multiple languages.
Ability to pick up last-minute shifts.

Responsibilities

Welcome guests warmly and engage in conversation when appropriate.
Anticipate guest needs and share information about stations and surrounding areas.
Maintain a positive mindset and prioritize the safety and security of guests and teammates.
Follow best practices for baggage operations to ensure guest satisfaction.
Communicate equipment, tools, and software deficiencies to Station Managers and follow up as needed.
Collaborate with third parties in baggage operations.
Receive and process checked baggage, ensuring it is securely kept on carts with brakes applied and straps secured.
Use the provided scanning devices to scan all baggage as per standards.
Perform inspections at the beginning of the shift to ensure all necessary items/equipment are in place and report any issues.
Ensure all necessary items/equipment are in place for the next shift.
Relay pertinent information to the next shift or management.
Clean the workspace and return all scanning devices to the management office.
Assist guests with removing baggage from vehicles.
Screen checked belongings using detection systems and followed safety protocols.
Tag and load checked baggage onto carts and push them to outbound trains.
Collect baggage carts from inbound trains and bring them to the collection area.
Prepare and load baggage carts to maximize capacity while taking care of guests’ personal items.
Assist at security checkpoints, in the café, and around the station as needed.
Receive checked baggage from the scanning machine and confirm all bags have a BL Bag Tag with pertinent information.
Sort bags by location, train number, and departure time.
Load bags into cages or carts and prepare Bingo sheets for all cages.
Scan all cages and bags and prepare them for transport to the platform level.
Coordinate the delivery of inbound bags to the baggage claim area.
Ensure at least one agent is on the platform monitoring bags/cages.
Load and offload checked carts/cages onto trains and into appropriate compartments, ensuring they are strapped in, and brakes are set.
Scan all cages or carts onto trains and into compartments.
Transport inbound carts/cages to the luggage room.
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.
Champion a culture of service excellence by continuously monitoring guest feedback, analyzing satisfaction metrics, and implementing strategic initiatives to exceed expectations and enhance loyalty.
Communicate any missed bags to management immediately and provide detailed documentation.
Ensure all outbound bags are sent out, and inbound bags are turned over to the baggage claim area staff.
Address and resolve guest complaints promptly and effectively, ensuring a positive recovery experience. Proactively prevent escalations and identify opportunities for improvement.
Maintain the highest standards of safety and security for guests and teammates.
Adhere to all safety protocols for baggage logistics and movement on and off the trains, platform, elevators, and station,s back of house, and lobby at all times.
Ensure compliance with all health, safety, and regulatory standards.
Serve as a vigilant steward of Brightline’s commitment to a safe operating environment.
Follow all safety checklist protocols when loading and unloading baggage on trains.
Follow all safety practices and observe all security protocols