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Guest Service Supervisor - WPB Station
About the position
As the Guest Service Supervisor, you play a critical member of the Brightline Station Operations team, you will assist the Station Manager in direct daily operations and all aspects of the business within the station, keeping safety at the forefront of everything you do. While working closely with the Rail Operations and Security teams, and liaising between additional departments, you remain focused on ensuring a smooth, efficient, hospitable, and comfortable travel experience is encountered by all our guests. Though you report to the Station Manager, your daily interactions will mostly be with guests and all station teammates. You will rotate as a Duty Manager and monitor schedules and communication activities in all areas. 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!
Responsibilities
- Create a culture of engagement, learning, and team development.
- Motivate teammates and maintain a positive work environment while ensuring the entire team reflects Brightline’s values.
- Celebrate successes and recognize the contributions of teammates.
- Assist the Station Manager in disseminating operating procedures related to station appearance and performance reporting.
- Interact with guests on a regular basis throughout the station to obtain feedback on quality of product, service levels and overall satisfaction and respond to complaints as necessary.
- Ensure deliveries received while on duty are stored and recorded appropriately.
- Stay on top of inventory levels for office supplies, cleaning supplies, and F&B products to ensure proper levels according to the expected consumption levels.
- Be 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 are adhering to uniform & grooming policies and following SOPs.
- Stay up to date on company policies and terms of service; ensure these live in our stations and teammates are aware of updates and/or changes.
- Travel to Boca and/or Fort Lauderdale Stations to provide support at the direction of GMs.
Requirements
- Bachelor’s degree in business management, Retail, or Hotel Operations
- 10+ years of proven experience in a senior leadership role within the Retail or Hospitality industries
- Fifteen (15) or greater in increasing roles of scope and management responsibility.
- Strong background in food and beverage management with a passion for creating exceptional dining experiences.
- Demonstrated success in developing and implementing revenue-generating strategies.
- Demonstrated success in improving forecast accuracy and delivering on operational or financial KPIs.
- Previous experience with developing policies and procedures and conflict resolution processes is required.
- You have 2 or more years of operational experience in a hospitality operation.
- You can report to WPB, Boca, and FLL Stations.
- You are a minimum of 18 years old.
- You are safety-focused in your day-to-day life; ever-vigilant to inform and help others to stay safe in their environment.
- You can work shifts, including early mornings, nights, weekends, holidays, and long hours at times.
Nice-to-haves
- Knowledge of F&B operations/standards preferred.
- Knowledge of inventory management/logistics.
- Knowledge of the prevention of foodborne illnesses and health regulations is not required but a PLUS.
- The ability to speak multiple languages is not required, but a PLUS.
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.
