Onboard Supervisor

Brightline•West Palm Beach, FL

2d•Onsite

About The Position

The Onboard Supervisor leads hospitality-related operations aboard Brightline Florida trains and within stations, with a focus on safety and security, operational excellence, financial performance, and guest and teammate satisfaction. The role directly supervises onboard teammates across the corridor and has authority to assign work, direct performance, and hold teammates accountable. The supervisor oversees guest-facing operations, including food and beverage, retail, baggage handling, and train cleanliness; supports preventative maintenance coordination; reinforces operating and service standards; and addresses guest concerns. The role also oversees team performance, revenue and cost initiatives, safety compliance, and communication, while collaborating with Rail Operations, contractors, and vendors. The position is primarily onboard trains throughout Florida, with limited office-based administrative time and approximately 75% travel. The role may include any shift, weekends, and holidays based on operational needs and train schedules.

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 skills; fluent English is essential, with the ability to convey information and instructions clearly.
Interpersonal skills for engaging with guests, teammates, and stakeholders.
Knowledge of safety protocols, ADA compliance, and food safety regulations, including foodborne illness prevention and health regulations.
Ability to interact effectively with guests, management, and teammates under pressure.
Ability to professionally handle and resolve escalated guest concerns using problem-solving and decision-making skills.
Detail-oriented and adaptable, with the ability to manage competing priorities.
Maintain a professional, neat, and well-groomed appearance in accordance with Brightline standards.
Good physical condition and ability 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.
Regularly lift or move objects up to 10 pounds, frequently lift or move objects up to 50 pounds, and occasionally lift or move objects over 100 pounds; objects weighing 70 pounds or more must be accompanied by a second individual.
Able and willing to work any shift, including weekends and holidays, as operational needs and train schedules require.
Travel approximately 75%, primarily onboard trains throughout Florida; travel generally does not require overnight stays.

Nice To Haves

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

Responsibilities

Oversee onboard guest-facing operations, including food and beverage, retail, baggage handling, and train cleanliness.
Communicate preventative maintenance requests and follow up with Rail Operations partners.
Ensure adherence to service standards, SOPs, and 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.
Assign work to onboard teammates; 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.
Ensure teammates align with Brightline’s culture, values, and service expectations.
Monitor guest feedback and metrics, implement action plans, and lead guest recovery by promptly resolving concerns.
Supervise revenue-improvement initiatives, cost control, and monitoring of financial performance metrics.
Maintain safety and security standards and ensure compliance with health, safety, and regulatory requirements.
Partner with Rail Operations, contractors, and vendors to optimize train performance.
Monitor Brightline communication channels, including the bConnected company intranet, during work hours and act on relevant communications and notifications.
Effectively recommend hiring and termination decisions.