Onboard Lead - Orlando

Your Purpose

As an Onboard Lead, you will be an integral part of the Onboard Service team, playing a crucial role in ensuring a safe, seamless, and elevated experience for our premium Guests. You will model exceptional service standards and support the overall flow of onboard operations. 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!

Pay Rate: $22.00 an hour plus tips

Role (Essential Functions)

Guest Services

• Assist Guests in locating their seats and escort them as appropriate.
• Provide assistance with Guest baggage where feasible.
• Provide food and beverage service to Guests throughout the train, using strategic selling techniques (QR ordering, cart service).
• Have complete knowledge of all F&B menu offerings and allergens.
• Prepare and serve hot and cold beverages along with 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 regular and irregular service.

Communication and Coordination

• Use designated communication systems to confirm the train is ready for departure and arrival.
• Maintain communication with the Onboard team and conductor on the train and leadership throughout the shift as needed.
• Deliver public address announcements according 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.
• Coordinate and physically execute the movement, placement, and retrieval of service carts between trains, platforms, and Commissary locations to support onboard service operations.

Safety and Compliance

• 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 equipment issues.

Sales and Inventory Management

• Process credit card transactions for purchases via a mobile Point of Sale device.
• Assist in monitoring inventory levels and guiding other Teammates to complete tasks to Guest service standards.
• Receive and inspect all F&B carts with Train and Commissary Attendants to ensure all products are consistent with opening inventory for the designated shift.
• Monitor onboard offerings and inventory levels and advise Onboard Supervisor on needed items.

Training and Reporting

• 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 and maintenance concerns.

Maintenance and Cleanliness

• Provide light cleaning and resetting of the train, including passenger areas and restrooms, at station turn-around and final terminals.

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.

Experience & Qualifications

Required Education and Experience:

• High School Diploma or GED required, some college or vocational training preferred.
• Minimum of six (6) months' experience in guest service, sales, or food & beverage service.
• Must be able and willing to work any shift, including weekends and holidays, based on operational needs and train schedules as necessary.
• Must be able to complete Food Handler and Responsible Vendor certification within 90 days of hire.

Knowledge, Skills & Abilities

• Knowledge of safety protocols and the ability to report concerns promptly.
• Understanding of foodborne illness prevention and health regulations.
• Proven ability to effectively interact with Guests, management, and Teammates under pressure.
• Skilled in professionally handling and resolving escalated Guest concerns using strong problem-solving and decision-making abilities.
• Detail-oriented with the adaptability to handle a variety of situations.
• Effective communication skills and interpersonal skills for engaging with Guests, Teammates, and stakeholders. Ability to clearly convey information and instructions.
• 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.

Work Environment

Frequent exposure to fumes or airborne particles, moving mechanical parts and vibration. Occasionally exposed to a variety of extreme conditions. The noise level in the work environment can be loud.

Physical Demands

• Regularly required to use hands to finger, handle or feel; reach with hands and arms; and talk or hear.
• This position is very active and the employee frequently is required to stand; walk; and stoop, kneel, crouch or crawl all day.
• The employee must regularly lift and/or move objects up to 10 pounds, frequently lift and/or move objects up to 50 pounds, and occasionally lift and/or move objects that weigh more than 100 pounds.
• No specific vision requirements.
• Objects weighing 70 pounds or more must be accompanied by a second individual to avoid injury.

Travel

75%