General Manager - Miami Station

Brightline•Miami, FL

About The Position

Your Purpose: As a Station General Manager on the Brightline Guest Experience Team, you will lead station operations for one or several locations. With a focus on financial performance, operational excellence, and guest and team satisfaction, you will inspire a culture of hospitality and collaboration while managing the station’s complex and dynamic environment. If you dare to lead, build strong relationships with people across different perspectives, and are driven to make things happen for your Teammates, this is the perfect opportunity! Your Role: Inspire and Lead: Foster a Guest-first culture by aligning Teammates with Brightline’s vision, mission, and values. Lead by example to create an engaged and high-performing team. Operational Excellence: Oversee all aspects of station operations, including Food & Beverage, retail, baggage handling, parking, cleanliness, and the maintenance of station facilities. Ensure the station remains in top condition, with preventative maintenance and timely repairs. Manage adherence to all contracts, licenses, and permits. Team Leadership: Mentor, develop, and inspire Teammates to achieve their full potential. Lead daily briefings, establish communication cadences, and reinforce Brightline’s culture and values. Guest Satisfaction: Champion a culture of service excellence by continuously monitoring Guest feedback, analyzing satisfaction metrics, and implementing strategic initiatives to exceed expectations and enhance loyalty. Guest Recovery: Address and resolve Guest complaints promptly and effectively, ensuring a positive recovery experience. Proactively prevent escalations and identify opportunities for improvement. Financial Stewardship: Manage budgets, control costs, and analyze performance metrics. Develop and implement strategies to achieve and exceed revenue goals, profitability, and operational efficiency. Safety and Security: Maintain the highest standards of safety and security for Guests and Teammates. Ensure compliance with all health, safety, and regulatory standards, and serve as a vigilant steward of Brightline’s commitment to a safe operating environment. Food & Beverage Operations: Own the station-level Food & Beverage and Retail performance, with accountability for revenue, margin, quality, speed of service, and Guest satisfaction. Execute Brightline’s F&B and Retail strategies at the station level, balancing brand standards with local relevance and Guest preferences. Partner with centralized F&B, Retail, and Procurement teams to optimize menu mix, pricing, merchandising, inventory controls, and waste reduction. Monitor and manage KPIs including Revenue per Guest, labor productivity, shrinkage, and Guest feedback. Pop-Ups, Activations & Experiential Revenue: Plan, execute, and continuously improve station-based pop-ups, seasonal activations, and experiential moments that drive incremental revenue and elevate the Guest experience. Serve as the station owner for local activations, partnering with Marketing, Partnerships, and approved vendors to deliver events on time, on brand, and on budget. Identify and support local partnership opportunities aligned with Brightline’s brand and Guest profile. Ensure all activations are ROI driven and operationally sound, safe, compliant, and supported by properly trained Teammates. Nurture Relationships with Stakeholders: Build and maintain a strong partnership with key stakeholders. Act as a key liaison to ensure seamless integration of station operations with vendors and contractors. Standard Operating Procedures (SOPs): Ensure strict adherence to all SOPs, policies, and procedures. Regularly review, refine, and fine-tune them to ensure operational efficiency, compliance, and alignment with Brightline's strategic goals. Collaboration: Partner with Rail Operations, contractors, and vendors to optimize station performance. Partner with the Sales and Marketing Team for branding, events, promotions, site inspection and more. Partner with IT for a state-of-the-art digital experience for Guests and Teammates. Ensure a seamless Guest and Teammate experience through cross-functional collaboration. Innovation: Continuously seek creative solutions to enhance operational efficiency, Guest satisfaction, and team engagement. Managerial Responsibility: Direct supervisory responsibility, including the ability to hire, transfer, suspend, layoff, recall, promote, discharge, assign, reward or discipline or effectively recommend such actions. 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.

Requirements

Minimum of five (5) years of leadership experience in a fast-paced, multi-functional hospitality or service environment.
Proven expertise in Guest management, food and beverage operations, and process optimization.
Demonstrated success driving revenue through execution of promotions, pop-ups, activations, or seasonal programming.
Demonstrated financial acumen and experience managing operational metrics.
Familiarity with developing policies, resolving conflicts, and improving operational performance.
Strong leadership and delegation skills with the ability to motivate cross-functional teams.
Excellent communication and interpersonal skills for engaging with Guests, Teammates, and stakeholders.
Ability to guide teams through change with clarity and empathy; role-models desired behaviors.
Proficiency in Microsoft Office, including Excel, Word, and PowerPoint.
Adaptability to 24/7 operational demands, including weekends and holidays.
Knowledge of health regulations and safety standards is a plus.

Nice To Haves

A bachelor’s degree is preferred but not required.

Responsibilities

Inspire and Lead: Foster a Guest-first culture by aligning Teammates with Brightline’s vision, mission, and values. Lead by example to create an engaged and high-performing team.
Operational Excellence: Oversee all aspects of station operations, including Food & Beverage, retail, baggage handling, parking, cleanliness, and the maintenance of station facilities. Ensure the station remains in top condition, with preventative maintenance and timely repairs. Manage adherence to all contracts, licenses, and permits.
Team Leadership: Mentor, develop, and inspire Teammates to achieve their full potential. Lead daily briefings, establish communication cadences, and reinforce Brightline’s culture and values.
Guest Satisfaction: Champion a culture of service excellence by continuously monitoring Guest feedback, analyzing satisfaction metrics, and implementing strategic initiatives to exceed expectations and enhance loyalty.
Guest Recovery: Address and resolve Guest complaints promptly and effectively, ensuring a positive recovery experience. Proactively prevent escalations and identify opportunities for improvement.
Financial Stewardship: Manage budgets, control costs, and analyze performance metrics. Develop and implement strategies to achieve and exceed revenue goals, profitability, and operational efficiency.
Safety and Security: Maintain the highest standards of safety and security for Guests and Teammates. Ensure compliance with all health, safety, and regulatory standards, and serve as a vigilant steward of Brightline’s commitment to a safe operating environment.
Food & Beverage Operations: Own the station-level Food & Beverage and Retail performance, with accountability for revenue, margin, quality, speed of service, and Guest satisfaction. Execute Brightline’s F&B and Retail strategies at the station level, balancing brand standards with local relevance and Guest preferences. Partner with centralized F&B, Retail, and Procurement teams to optimize menu mix, pricing, merchandising, inventory controls, and waste reduction. Monitor and manage KPIs including Revenue per Guest, labor productivity, shrinkage, and Guest feedback.
Pop-Ups, Activations & Experiential Revenue: Plan, execute, and continuously improve station-based pop-ups, seasonal activations, and experiential moments that drive incremental revenue and elevate the Guest experience. Serve as the station owner for local activations, partnering with Marketing, Partnerships, and approved vendors to deliver events on time, on brand, and on budget. Identify and support local partnership opportunities aligned with Brightline’s brand and Guest profile. Ensure all activations are ROI driven and operationally sound, safe, compliant, and supported by properly trained Teammates.
Nurture Relationships with Stakeholders: Build and maintain a strong partnership with key stakeholders. Act as a key liaison to ensure seamless integration of station operations with vendors and contractors.
Standard Operating Procedures (SOPs): Ensure strict adherence to all SOPs, policies, and procedures. Regularly review, refine, and fine-tune them to ensure operational efficiency, compliance, and alignment with Brightline's strategic goals.
Collaboration: Partner with Rail Operations, contractors, and vendors to optimize station performance. Partner with the Sales and Marketing Team for branding, events, promotions, site inspection and more. Partner with IT for a state-of-the-art digital experience for Guests and Teammates. Ensure a seamless Guest and Teammate experience through cross-functional collaboration.
Innovation: Continuously seek creative solutions to enhance operational efficiency, Guest satisfaction, and team engagement.
Managerial Responsibility: Direct supervisory responsibility, including the ability to hire, transfer, suspend, layoff, recall, promote, discharge, assign, reward or discipline or effectively recommend such actions.

Benefits

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.

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