Onboard Supervisor - WPB

Brightline • West Palm Beach, FL

8d

About The Position

Your Purpose: As an Onboard Supervisor, you will be one of the key leaders in executing the hospitality-related operations onboard all Brightline Florida trains and within our stations. With a focus on safety and security, operational excellence, financial performance, guest and team satisfaction, you will directly supervise the day-to-day hospitality operations with the optimism and positive energy that makes Brightline a travel leader. In this role, you will supervise Teammates who are based across our corridor and will have authority to assign, direct, and hold them accountable for performance. Your Role [Essential Functions]:Operational Excellence: Oversee all 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 regular assessments and coaching. When necessary, assist with baggage loading and unloading and ensure that baggage is properly stored and staged, especially in high-load factor trains. Conduct regular assessments of execution of onboard standards and provide timely coaching to reinforce best practices and elevate performance. Team Leadership: Exercise direct supervisory authority over assigned teammates, including assigning work; monitoring attendance, verifying time records, and ensuring work is completed with quality and timelessness. Conduct and approve performance reviews; participate in interviewing and selection of Teammates, administer corrective actions consistent with company policy. Ensure teammates are aligned with Brightline’s culture, values, and service expectations. Guest Satisfaction: Champion guest satisfaction by monitoring feedback, analyzing metrics, and implementing action plans to exceed expectations. Lead guest recovery efforts by addressing and resolving concerns promptly and effectively. Financial Stewardship: Supervise team in implementing onboard revenue improvement initiatives, controlling costs, and regularly monitoring financial performance metrics. Safety and Security: Maintain the highest standards of safety and security for guests and teammates. Ensure compliance with all health, safety, and regulatory standards, and serve as a vigilant steward of Brightline’s commitment to a safe operating environment. Collaboration: Partner with Rail Operations, contractors, and vendors to optimize trains’ performance. Communication: 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 assimilated and acted upon when necessary. Please note that this Job Description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the Teammate for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Requirements

• Associate’s degree in hospitality, business, retail, or hotel operations preferred.
• 1+ years 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; ability to adapt to guest experience technology platforms.
• Must be able and willing to work any shift or on weekends and holidays based on operational needs and train schedules as necessary.
• Strong leadership and delegation skills with the ability to motivate, inspire, and develop cross-functional teams in a fast-paced guest facing environment.
• Strong communication skills (fluent English is essential) and interpersonal skills for engaging with guests, teammates, and stakeholders.
• Ability to clearly convey information and instructions.
• Knowledge of safety protocols, ADA compliance, and food safety regulations.
• 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 manage competing priorites.
• 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.

Responsibilities

• Oversee all 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 regular assessments and coaching.
• Assist with baggage loading and unloading and ensure that baggage is properly stored and staged, especially in high-load factor trains.
• Conduct regular assessments of execution of onboard standards and provide timely coaching to reinforce best practices and elevate performance.
• Exercise direct supervisory authority over assigned teammates, including assigning work; monitoring attendance, verifying time records, and ensuring work is completed with quality and timelessness.
• Conduct and approve performance reviews; participate in interviewing and selection of Teammates, administer corrective actions consistent with company policy.
• Ensure teammates are aligned with Brightline’s culture, values, and service expectations.
• Champion guest satisfaction by monitoring feedback, analyzing metrics, and implementing action plans to exceed expectations.
• Lead guest recovery efforts by addressing and resolving concerns promptly and effectively.
• Supervise team in implementing onboard revenue improvement initiatives, controlling costs, and regularly monitoring financial performance metrics.
• Maintain the highest standards of safety and security for guests and teammates.
• Ensure compliance with all health, safety, and regulatory standards, and serve as a vigilant steward of Brightline’s commitment to a safe operating environment.
• Partner with Rail Operations, contractors, and vendors to optimize trains’ performance.
• 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 assimilated and acted upon when necessary.

Benefits

• Brightline is pleased to offer a competitive compensation and benefits package, and the opportunity to make a difference while making history as the only privately funded rapid rail service in the country.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 501-1,000 employees