Guest Service Agent - Orlando

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.

Qualifications

• 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.
• Assist special needs guests, such as those in need of wheelchair assistance, when needed.
• Have sound judgment and think and act independently.
• Have excellent verbal and listening skills geared towards superior guest satisfaction, in person and over the phone.
• Have at least one year of experience in high-traffic and related fields, such as hospitality, guest services, front office, concierge, or transportation.
• Can lift/carry diverse sizes and weights of baggage short distances, and push a wheelchair occasionally.
• Have basic math skills.
• Be at least 18 years old.
• Can work shifts, including weekends and holidays.

Skills & Abilities

• 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.
• Assist special needs guests, such as those in need of wheelchair assistance, when needed.
• Have sound judgment and think and act independently.
• Have excellent verbal and listening skills geared towards superior guest satisfaction, in person and over the phone.
• Have at least one year of experience in high-traffic and related fields, such as hospitality, guest services, front office, concierge, or transportation.
• Can lift/carry diverse sizes and weights of baggage short distances, and push a wheelchair occasionally.
• Have basic math skills.
• Be at least 18 years old.
• Can work shifts, including weekends and holidays.