Onboard Lead - WPB

Brightline Trains•West Palm Beach, FL

1d•Onsite

About The Position

As an Onboard Lead, you will be an integral part of the Onboard Service team, playing a crucial role in ensuring a safe, seamless, and elevated experience for our premium Guests. You will model exceptional service standards and support the overall flow of onboard operations. This is an opportunity for a people-person looking for a role where they’ll be empowered to own their zone, inspired to learn, and have the confidence to bounce back from setbacks.

Requirements

High School Diploma or GED required.
Minimum of six (6) months’ experience in guest service, sales, or food & beverage service.
Must be able and willing to work any shift, including weekends and holidays, based on operational needs and train schedules as necessary.
Knowledge of safety protocols and the ability to report concerns promptly.
Understanding of foodborne illness prevention and health regulations.
Proven ability to effectively interact with Guests, management, and Teammates under pressure.
Skill in professionally handling and resolving escalated Guest concerns using strong problem-solving and decision-making abilities.
Detail-oriented with the adaptability to handle a variety of situations.
Effective communication skills (fluent English is essential) and interpersonal skills for engaging with Guests, Teammates, and stakeholders.
Ability to clearly convey information and instructions.
Maintain a professional, neat, and well-groomed appearance in accordance with Brightline standards.
Good physical condition to handle the demands of the job, including performing all safety-related procedures in a moving train environment and performing manual tasks.
Capable of climbing, pushing, pulling, walking, standing, and bending repeatedly for extended periods, frequently lifting and/or moving objects up to 50 pounds.

Nice To Haves

Some college or vocational training preferred.

Responsibilities

Assist Guests in locating their seats and escort them as appropriate.
Provide assistance with Guest baggage as needed.
Provide food and beverage service to Guests throughout the train, using strategic selling techniques.
Have complete knowledge of all F&B menu offerings.
Prepare and serve hot and cold beverages and snacks adhering to Company standards; ensure Guests are satisfied with their selections and engage in friendly conversation throughout.
Serve alcoholic beverages adhering to Company established standards, including visually checking and verifying proper identification.
Assist in handling and solving escalated Guest concerns in an open, friendly, professional, and confident manner.
Pay close attention to Guests with special needs, Guests with children, or Guests with heavy luggage.
Ensure that all possible assistance and information are provided to Guests during periods of service disruption.
Use designated communication systems to confirm the train is ready for departure and arrival.
Maintain communication with the Onboard team on the train and leadership throughout the shift as needed.
Deliver public address announcements in accordance with standard, providing friendly journey information and a positive message to Guests.
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.
Ensure that all Onboard activities are carried out safely and to Brightline’s standards of quality.
Report safety concerns to the Onboard Supervisor immediately.
Follow Company protocols to manage any unscheduled or emergencies as trained.
Inspect service support areas to ensure adherence to Company sanitation requirements.
Complete necessary reports and file appropriately.
Report equipment issues.
Process credit card transactions for purchases via a mobile Point of Sale device.
Assist in monitoring inventory levels and guiding other Teammates to complete tasks to Guest service standards.
Receive and inspect all F&B carts with Train and Commissary Attendants to ensure all products are consistent with opening inventory for the designated shift.
Monitor onboard offerings and inventory levels and advise the Onboard Supervisor on needed items.
Assist in training newly hired Train Attendants on Brightline’s steps of service and safety standards.
Prepare shift reports to include physical headcount, safety and security matters, delays, incidents, Guest experience, and maintenance concerns.
Provide light cleaning and resetting of the train at station turn-around and final terminals.