Guest Service Agent

Brightline Trains•Orlando, FL

14d•$20•Onsite

About The Position

As a Guest Service Agent at Brightline’s station, you will be responsible for warmly welcoming guests, providing information on ticket kiosks, assisting with local transportation inquiries, and processing and handling their baggage. Additionally, you will offer 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. Welcome Guests with Enthusiasm and Care: ALL IS ONE: Actively support your fellow coworkers to achieve success as a team. ACKNOWLEDGE AND WELCOME THE GUESTS: Use the 10/5/First/Last rule. Make every impression positive and memorable. Welcome guests with a warm smile and a sincere greeting, engaging in genuine conversation when appropriate. BE KNOWLEDGEABLE: Be aware of product offerings and stay current with all relevant information. Handle ticket and reservation inquiries; show working knowledge of the booking and travel policy, fare structure, and special needs services, such as wheelchair assistance. BE ATTENTIVE AND ENERGETIC: Be warm and engaging with all our internal and external Guests. Personalize the experience. Maintain a polished appearance and greet all guests with enthusiasm and energy. Be attentive, provide anticipatory service, and resolve grievances before they escalate. ACT AS BRAND AMBASSADOR: Take ownership of each and every guest. Be yourself and spontaneous, avoid confusing the guests with slang or hospitality jargon. Show a genuine sense of interest and care to guest challenges and offer appropriate resolutions as per the policies. OFFER ALTERNATIVES: Whenever you cannot fulfill a guest request, offer relevant options for the guest to choose from. Be knowledgeable of seating options; take the opportunity to upsell when appropriate. SERVICE RECOVERY: When a guest is dissatisfied with a product or service, demonstrate empathy and offer solutions that best address the guest's needs. BE PROACTIVE: Give the guest your full attention and anticipate their needs. Provide guests with information on available routes and timetables, platform locations, ticket prices, station offerings, local offerings, and train features. Help at the self-service ticketing kiosks when needed. CARE FOR YOUR SURROUNDINGS: Show pride in your property by keeping it neat, clean, and fully functional. Assist to check in baggage following the baggage guidelines. Assist with the screening of guests at the checkpoint area, as needed. FOLLOW ALL GROOMING GUIDELINES: Your uniform is your business card. Maintain a polished appearance and greet all guests with enthusiasm and energy. Pay Rate - $20.00 an hour Additional Responsibilities Process transactions for ticket sales through issued Brightline credits, credit cards, for refunds, or upgrades. Anticipate guest needs and share information about each station and the surrounding areas, adapting your communication style to suit a diverse population. 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. 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. 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

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 can assist special needs guests, such as those in need of wheelchair assistance, when needed.
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, front office, concierge, or transportation.
Standing, walking, being on your feet all day, and being physically active for entire shifts, are something you embrace.
You can lift/carry diverse sizes and weights of baggage short distances and push a wheelchair occasionally.
While you do not have to be a whiz, you have basic math skills.
You are at least 18 years old.
You can work shifts, including weekends and holidays.

Nice To Haves

The ability to speak multiple languages is not required, but a PLUS.

Responsibilities

Warmly welcoming guests
Providing information on ticket kiosks
Assisting with local transportation inquiries
Processing and handling baggage
Offering information about the station and surrounding areas
Ensuring the safety and security of the station
Assisting in various station operations
Maintaining a high level of guest satisfaction
Actively support your fellow coworkers to achieve success as a team
Use the 10/5/First/Last rule
Handle ticket and reservation inquiries
Show working knowledge of the booking and travel policy, fare structure, and special needs services, such as wheelchair assistance
Personalize the experience
Take ownership of each and every guest
Offer relevant options for the guest to choose from
Be knowledgeable of seating options
Upsell when appropriate
Demonstrate empathy and offer solutions that best address the guest's needs
Provide guests with information on available routes and timetables, platform locations, ticket prices, station offerings, local offerings, and train features
Help at the self-service ticketing kiosks when needed
Assist to check in baggage following the baggage guidelines
Assist with the screening of guests at the checkpoint area, as needed
Process transactions for ticket sales through issued Brightline credits, credit cards, for refunds, or upgrades
Anticipate guest needs and share information about each station and the surrounding areas, adapting your communication style to suit a diverse population
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
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

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.

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