Guest Relations Agent - WPB

Brightline-posted 12 months ago
West Palm Beach, FL
251-500 employees
Rail Transportation
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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. You will be the face of Brightline Trains as guests enter our ticketing area. While suggesting services and products, upselling tickets, and answering questions, you will help our guests know they have made the right decision to travel with Brightline - before they have even sat in one of our oversized leather train seats!

  • Welcome guests with a warm smile and a sincere greeting, engaging in conversation when appropriate.
  • Be attentive and resolve grievances before they escalate.
  • Handle ticket and reservation inquiries; demonstrate working knowledge of the booking and travel policy, fare structure and special needs services, such as but not limited to, wheelchair assistance.
  • Be knowledgeable of seating options; take the opportunity to upsell when appropriate.
  • Provide guests with information on available routes and timetables, platform locations, ticket prices, station offerings, local offerings, and train features.
  • Process credit card transactions for ticket sales, refunds, or upgrades.
  • Provide assistance at the self-service ticketing kiosks when needed.
  • Anticipate guest needs and share information about each station and the surrounding areas, adapting your communication style to suit a diverse population.
  • Use the telephone to return guest calls at predetermined times to answer their questions about our services or respond to a concern or problem they had while using Brightline.
  • Assist to check in luggage at peak times.
  • Assist with the screening of guests at the checkpoint area, as needed.
  • Participate actively in the security and safety of the station, keeping an eye out for any suspicious situations and immediately reporting them to the Security Supervisor.
  • You love working with people, staying upbeat and positive for hours on end (including in stressful times), and skillfully adapting your communication style to fit a diverse group of people.
  • You are able to assist special needs guests, such as those in need of wheelchair assistance, when necessary.
  • You have sound judgment while thinking and acting independently.
  • Your verbal and listening skills are excellent and geared towards superior guest satisfaction, in person, and over the phone.
  • You have at least one year of experience in high-traffic and related fields, such as hospitality, guest services, or transportation.
  • Standing, walking, being on your feet all day, and being physically active for entire shifts, are something you embrace.
  • You have the ability to lift/carry various sizes and weights of baggage short distances and push a wheelchair occasionally.
  • While you don't have to be a whiz, you have math basic skills.
  • You are a minimum of 18 years old.
  • You are able to work shifts, including weekends and holidays.
  • The ability to speak multiple languages is not required, but a PLUS.
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