Onboard Lead

Brightline Trains•Orlando, FL

5d•$22

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 and enjoyable experience for our premium guests. You will assist the Onboard Supervisor in daily operations, consistently delivering exceptional service. If you’re a people-person looking for a role where you’ll be empowered to own your zone, inspired to learn, and have the confidence to bounce back from setbacks, this is the perfect opportunity!

Responsibilities

Assist guests in locating their seats and escort them as appropriate.
Aid with guest baggage as needed.
Provide food and beverage service to guests throughout the train, using suggestive 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 is provided to guests during periods of service disruption.
Assist the Onboard Supervisor in using 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.
Delivering public address announcements to 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 emergency situations as trained.
Inspect service support areas to ensure adherence to Company sanitation requirements.
Complete necessary reports and file appropriately.
Report on equipment issues.
Process credit card transactions for purchases via a mobile Point of Sale device.
Assist Management in monitoring inventory levels and guiding other teammates to complete tasks to guest service standards.
Assign POS devices to train attendants and verify they are all in working order to begin service.
Receive and inspect all F&B carts with train and commissary attendants to ensure all products are consistent with our opening inventory for the designated shift.
Monitor onboard offerings and inventory levels and advise 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, staffing levels, and maintenance concerns.
Provide light cleaning and resetting of the train at station turn-around and final terminals.