Guest Service Agent- AVE Station

Your Purpose

As a Guest Service Agent at Brightline’s station, you will be responsible for:

• Welcome and engage Guests: Create warm, positive, and memorable interactions using the 10/5/First/Last rule, personalizing each experience with genuine conversation and enthusiasm.
• Support team success: Collaborate effectively with coworkers and contribute to a positive, service-focused environment.
• Demonstrate product and policy knowledge: Understand ticketing, reservations, and fare structures, booking guidelines, and special services such as wheelchair assistance.
• Provide proactive service: Anticipate guests' needs and share clear information on routes, timetables, platforms, pricing, station amenities, local attractions, and train features.
• Owning each Guest interaction: Be authentic, avoid jargon, resolve concerns promptly, and perform empathetic service recovery when needed.
• Offer alternatives and upsell: Provide thoughtful options when requests cannot be met and recommend enhanced experiences when appropriate.
• Maintain the station environment: Follow grooming standards, assist with baggage check-in and checkpoint screening, and keep all areas neat, clean, and functional.
• Process transactions accurately: Complete ticket sales, refunds, upgrades, and credit-based purchases with accuracy and efficiency.
• Adapt communication to diverse Guests: Share station and local information in a clear, accessible, and culturally aware manner.

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 reviewed.

Pay

Pay Rate - $20.00 an hour

Schedule

Shifts are things you embrace.

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.

Qualifications

You love working with people, staying upbeat for hours on end (including in stressful times), and skillfully adapting your communication style to fit a diverse group of people. You can assist special needs guests, such as those in need of wheelchair assistance, when needed. You have sound judgment and think and act independently. Your verbal and listening skills are excellent and geared towards superior guest satisfaction, in person and over the phone. You have at least one year of experience in high-traffic and related fields, such as hospitality, guest services, front office, concierge, or transportation. While you do not have to be a whiz, you have basic math skills. You are at least 18 years old. You can work shifts, including weekends and holidays. The ability to speak multiple languages is not required, but a PLUS.

Skills & Abilities

• Loving working with people
• Staying upbeat for hours on end, including in stressful times
• Assisting special needs guests, such as those in need of wheelchair assistance, when needed
• Having sound judgment and thinking and acting independently
• Having excellent verbal and listening skills geared towards superior guest satisfaction, in person and over the phone
• Having at least one year of experience in high-traffic and related fields, such as hospitality, guest services, front office, concierge, or transportation
• Having basic math skills
• Being at least 18 years old
• Being able to work shifts, including weekends and holidays

Work Environment

Works in a clean, air-conditioned office space, free of noise, dust, and humidity.

Physical Demands

• Regularly stand, walk, and be on your feet all day
• Frequently lift and/or move objects up to 50 pounds
• Occasionally lift and/or move objects that weigh more than 100 pounds
• Regularly use hands and fingers to handle, feel, or operate objects, tools, or controls
• Reach with hands and arms

Equal Opportunity Employer

In compliance with the Americans with Disabilities Act, Brightline will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.