Guest Service Agent - Orlando

The SSI Group; Orlando, Northern (FL, KY); Hybrid; USD 25,000 - 30,000; Full time

Job summary

Brightline is seeking a Guest Service Agent in Orlando to warmly welcome guests and assist with ticketing, baggage, and local transportation inquiries. You will ensure safety and satisfaction while processing transactions accurately and upselling enhanced experiences when possible.

Join Brightline’s team to deliver high‑quality guest experiences in a fast-paced, service‑driven environment, with opportunities for growth and a competitive hourly rate.

Qualifications

• Minimum 1 year of experience in high-traffic hospitality, guest services, front desk, or transportation environments.
• Ability to assist guests with special needs and wheelchair assistance when required.
• Strong judgment and ability to work independently.
• Clear verbal and listening skills focused on guest satisfaction, in person and over the phone.

Responsibilities

• Welcome and engage guests with warm, positive interactions using the 10/5/First/Last rule.
• Support team success by collaborating with coworkers and maintaining a service-focused environment.
• Demonstrate knowledge of tickets, reservations, fares, policies, and special services like wheelchair assistance.
• Provide proactive service with clear information on routes, timetables, platforms, pricing, and station amenities.
• Own each guest interaction by being authentic, resolving concerns promptly, and performing empathetic service recovery.

Skills

People skills

Excellent communication

Customer service

Multilingual (PLUS)

Job description

Your Purpose:

As a Guest Service Agent at Brightline’s station, you will be responsible for warmly welcoming guests, providing information on ticket kiosks, assisting with local transportation inquiries, and processing and handling their baggage. Additionally, you will offer information about the station and the surrounding areas. This role also involves ensuring the safety and security of the station, assisting in various station operations, and maintaining a high level of guest satisfaction.

Pay Rate - $20.00 an hour

Your Role:

• 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.
• Own 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.

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!

Knowledge Skills & Abilities:

• You 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.
• You can assist special needs guests, such as those in need of wheelchair assistance, when needed.
• You have sound judgment and think and act independently.
• Your verbal and listening skills are excellent and geared towards superior guest satisfaction, in person and over the phone.
• You have at least one year of experience in high-traffic and related fields, such as hospitality, guest services, front office, concierge, or transportation. Standing, walking, being on your feet all day, and being physically active for the entire Shifts are things you embrace.
• You can lift/carry diverse sizes and weights of baggage short distances, and push a wheelchair occasionally. While you do not have to be a whiz, you have basic math skills. You are at least 18 years old.
• You can work shifts, including weekends and holidays. The ability to speak multiple languages is not required, but a PLUS.

Work Environment:

Works in a clean, air‑conditioned office space, free of noise, dust, and humidity.

Physical Demands:

While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel, or operate objects, tools, or controls, and reach with hands and arms. The employee is frequently required to stand, talk, and hear. 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.

Travel:

None

Combine your experience, innovation, and entrepreneurial spirit by joining our growing team in Florida. 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. Brightline is an Equal Opportunity Employer. In compliance with the Americans with Under the Americans with Disabilities Act, Brightline will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommo