COMPANY:

At Brightline, we believe in creating meaningful connections through exceptional experiences. We’re creating a brighter way to get there by making travel more convenient, more sustainable, and more hospitable every day. If you’re optimistic, forward-thinking, and interested in shaping the future of travel with us, we’d love to hear from you.

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 and enjoyable experience for our premium Guests. You will assist the Onboard Supervisor in daily operations, consistently delivering exceptional service.
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!

YOUR ROLE [ESSENTIAL FUNCTIONS]:

Guest Services

• Assist Guests in locating their seats and escort them as appropriate. Provide assistance with Guest baggage as needed.
• Provide food and beverage service to Guests throughout the train, using strategic selling techniques.
• Have complete knowledge of all F&B menu offerings.
• Prepare and serve hot and cold beverages and 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 periods of service disruption.

Communication and Coordination

• Assist the Onboard Supervisor in using designated communication systems to confirm the train is ready for departure and arrival.
• Maintain communication with the Onboard team 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.

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 Management 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 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