Guest Service Agent

Brightline•Orlando, FL

23h•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.

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.
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

Welcome and engage Guests: Create warm, positive, and memorable interactions using the 10/5/First/Last rule, personalizing each experience with genuine conversation and enthusiasm.
Support team success: Collaborate effectively with coworkers and contribute to a positive, service‑focused environment.
Demonstrate product and policy knowledge: Understand ticketing, reservations, fare structures, booking guidelines, and special services such as wheelchair assistance.
Provide proactive service: Anticipate Guest needs and share clear information on routes, timetables, platforms, pricing, station amenities, local attractions, and train features.
Own each Guest interaction: Be authentic, avoid jargon, resolve concerns promptly, and perform empathetic service recovery when needed.
Offer alternatives and upsell: Provide thoughtful options when requests cannot be fulfilled and recommend enhanced experiences when appropriate.
Maintain the station environment: Follow grooming standards, assist with baggage check‑in and checkpoint screening, and keep all areas neat, clean, and functional.
Process transactions accurately: Complete ticket sales, refunds, upgrades, and credit‑based purchases with accuracy and efficiency.
Adapt communication to diverse Guests: Share station and local information in a clear, accessible, and culturally aware manner.
Communication: 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.