Guest Service Supervisor- Miami Station

About the role

As a critical member of the Brightline Station Operations team, you will assist the Station Manager in daily operations and all aspects of the business within the station, keeping safety at the forefront. You will work closely with Rail Operations and Security teams, liaise between additional departments, and focus on delivering a smooth, efficient, hospitable, and comfortable travel experience for guests. The role rotates as a Duty Manager, monitoring schedules and communication activities across all areas.

Responsibilities

• Create a culture of engagement, learning, and team development.
• Motivate teammates and maintain a positive work environment while ensuring the team reflects Brightline’s values.
• Celebrate successes and recognize teammate contributions.
• Assist the Station Manager in disseminating operating procedures related to station appearance and performance reporting.
• Interact with guests throughout the station to obtain feedback on product quality, service levels, and overall satisfaction; respond to complaints as necessary.
• Ensure deliveries received while on duty are stored and recorded appropriately.
• Monitor inventory levels for office supplies, cleaning supplies, and F&B products to maintain proper stock based on consumption.
• Serve as the Subject Matter Expert trained on all mobility tools and processes.
• Engage with mobility partner leaders to promote an efficient, high‑quality guest experience.
• Ensure all mobility drivers adhere to uniform & grooming policies and follow SOPs.
• Stay up to date on company policies and terms of service; ensure they are posted in stations and teammates are aware of updates.
• Travel to Boca and/or Fort Lauderdale stations to provide support as directed by GMs.

Managerial Responsibility

This position has no supervisory responsibilities but may provide training and/or work direction to other teammates within the organization in the management and execution of their areas of responsibility.

Requirements

• Education: Bachelor’s degree in business management, retail, or hotel operations.
• Experience: 10+ years in a senior leadership role within retail or hospitality, with 15+ years of increasing scope and management responsibility; strong background in food and beverage management; proven success in developing revenue‑generating strategies, improving forecast accuracy, and meeting operational/financial KPIs; experience developing policies, procedures, and conflict‑resolution processes.
• Operational Experience: Minimum 2 years in a hospitality operation; ability to report to WPB, Boca, and FLL stations; knowledge of F&B operations/standards preferred; knowledge of inventory management/logistics.
• Skills & Abilities: Ability to work under pressure, take direction and give direction; ensure strict adherence to policies and procedures; safety‑focused mindset; ability to work shifts including early mornings, nights, weekends, holidays, and long hours; minimum age 18.
• Additional Qualifications (plus but not required): Knowledge of prevention of foodborne illnesses and health regulations; ability to speak multiple languages.
• Work Environment: Clean, air‑conditioned office space free of noise, dust, and humidity.
• Physical Demands: Frequent standing, walking, stooping, kneeling, crouching, or crawling; occasional lifting of light items; occasional handling of objects weighing 70 lb or more with a second individual; regular use of hands for handling and communication.
• Travel: None required.