Onboard Supervisor

Brightline Trains•West Palm Beach, FL

3d•$50,000•Onsite

About The Position

The Onboard Supervisor leads hospitality-related operations onboard Brightline Florida trains and within stations, focusing on safety and security, operational excellence, financial performance, guest satisfaction, and teammate satisfaction. The role directly supervises teammates across the corridor and has authority to assign work, direct staff, and hold them accountable for performance. The position is primarily onboard trains throughout Florida, with limited office-based administrative time and travel generally not requiring overnight stays. The supervisor oversees guest-facing operations and service standards, supports preventative maintenance coordination, coaches teammates, leads guest recovery efforts, monitors financial performance, and partners with Rail Operations, contractors, and vendors. The role also has direct managerial responsibilities, including evaluating and disciplining staff and effectively recommending hiring and termination decisions. Duties may change as business needs require.

Requirements

At least 1 year of supervisory or leadership experience in hospitality, transportation, or service environments.
Experience in guest service, food and beverage operations, and process improvement.
Proficiency in Microsoft Office and ability to adapt to guest-experience technology platforms.
Strong leadership and delegation skills, including the ability to motivate, inspire, and develop cross-functional teams in a fast-paced, guest-facing environment.
Strong communication and interpersonal skills; fluent English is essential.
Knowledge of safety protocols, ADA compliance, and food safety regulations.
Understanding of foodborne-illness prevention and health regulations.
Ability to interact effectively with guests, management, and teammates under pressure.
Ability to handle and resolve escalated guest concerns professionally using problem-solving and decision-making skills.
Detail orientation and adaptability in managing competing priorities.
Maintain a professional, neat, and well-groomed appearance in accordance with Brightline standards.
Good physical condition to perform safety-related procedures in a moving train environment and manual tasks, including repeated climbing, pushing, pulling, walking, standing, and bending for extended periods.
Ability to lift and/or move objects up to 50 pounds frequently; objects weighing 70 pounds or more must be accompanied by a second individual.
Ability and willingness to work any shift, weekends, and holidays as operational needs and train schedules require.
Travel within Florida, primarily onboard trains; travel is listed as 75%.

Nice To Haves

Associate’s degree in hospitality, business, retail, or hotel operations preferred.
Previous supervisor or lead experience preferred.

Responsibilities

Oversee onboard guest-facing operations, including food and beverage, retail, baggage handling, and train cleanliness.
Support preventative maintenance by communicating requests and ensuring timely follow-up with Rail Operations partners.
Ensure adherence to service standards, SOPs, safety and security protocols; conduct assessments and coach teammates.
Assist with baggage loading and unloading when necessary, and ensure baggage is properly stored and staged, particularly on high-load-factor trains.
Assess execution of onboard standards and provide timely coaching to reinforce best practices and improve performance.
Assign and direct teammate work; monitor attendance, verify time records, and ensure work is completed with quality and timeliness.
Conduct and approve performance reviews; participate in interviewing and teammate selection; administer corrective actions consistent with company policy; and effectively recommend hiring and termination decisions.
Ensure teammates are aligned with Brightline’s culture, values, and service expectations.
Monitor guest feedback and metrics, implement action plans, and lead efforts to exceed guest expectations.
Address and resolve guest concerns promptly and effectively.
Supervise revenue-improvement initiatives, control costs, and monitor financial performance metrics.
Maintain guest and teammate safety and security, ensuring compliance with health, safety, and regulatory standards.
Partner with Rail Operations, contractors, and vendors to optimize train performance.
Monitor and review Brightline communication channels, including the company intranet, bConnected, during work hours and act on communications and notifications as necessary.