Guest Service Agent - Boca Station

Brightline•Boca Raton, FL

7d•Onsite

About The Position

As a Guest Service Agent at Brightline’s Boca Station, you will welcome guests, provide information about ticket kiosks, local transportation, the station, and surrounding areas, and assist with baggage. You will help ensure station safety and security, support station operations, and maintain a high level of guest satisfaction. The role pays $20.00 per hour and involves working shifts, including weekends and holidays.

Requirements

At least one year of experience in a high-traffic, related field such as hospitality, guest services, front office, concierge, or transportation.
Excellent verbal and listening skills, with a focus on guest satisfaction in person and over the phone.
Ability to stay upbeat during extended periods, including stressful situations, and adapt communication to diverse guests.
Sound judgment and the ability to think and act independently.
Ability to stand, walk, and remain physically active throughout shifts.
Ability to lift and carry baggage of diverse sizes and weights over short distances and occasionally push a wheelchair.
Basic math skills.
At least 18 years old.
Availability to work shifts, including weekends and holidays.

Nice To Haves

Ability to speak multiple languages.

Responsibilities

Welcome guests and create warm, positive, memorable interactions using the 10/5/First/Last rule.
Collaborate with coworkers and contribute to a positive, service-focused environment.
Provide information about ticketing, reservations, fares, booking guidelines, and special services such as wheelchair assistance.
Share clear, proactive information about routes, timetables, platforms, pricing, station amenities, local attractions, and train features.
Resolve guest concerns promptly and provide empathetic service recovery when needed.
Offer alternatives when requests cannot be met and recommend enhanced experiences when appropriate.
Follow grooming standards, assist with baggage check-in and checkpoint screening, and keep station areas neat, clean, and functional.
Accurately process ticket sales, refunds, upgrades, and credit-based purchases.
Communicate station and local information clearly and accessibly to guests from diverse backgrounds.
Monitor and review Brightline communication channels, including the company intranet, bConnected, during work hours.
Assist guests with special needs, including wheelchair assistance when needed.
Maintain station safety and security and assist with station operations.