Guest Service Supervisor - Aventura Station

Brightline Trains; West Miami (FL); On-site; USD 130,000 - 170,000; Full time

Job summary

Brightline seeks a seasoned leader to join its Station Operations team in Florida. You will support the Station Manager in daily operations, drive guest satisfaction, and oversee mobility and F&B functions across stations.

The role requires hands-on leadership, high service standards, and travel to Boca and Fort Lauderdale as needed. You will lead with Brightline values, build a culture of engagement, and ensure procedural compliance while optimizing revenue and guest experiences across the

Qualifications

• 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.
• 15+ years 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.

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.

Job description

Your Purpose [Summary Objective]

As 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.

Your Purpose [Summary Objective]

As 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!

Your Role [Essential Functions]

• 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.

We are a new business model – agile and evolving. The job description isn’t meant to be a complete list of your qualifications or all the things you’ll do.

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.

Experience & Qualifications

Required Education and Experience

• 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.

Knowledge Skills & Abilities

• You have 2 or more years of operational experience in a hospitality operation.
• You can report to WPB, Boca, and FLL Stations.
• Knowledge of F&B operations/standards preferred.
• Knowledge of inventory management/logistics.
• Working well under pressure, you are equally good at taking direction as you are giving it.
• You have previous experience with ensuring policies and procedures are closely followed.
• 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 your environment.
• You can work shifts, including early mornings, nights, weekends, holidays, and long hours at times.
• 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.

Work Environment: Works in a clean, air-conditioned office space, free of noise, dust, and humidity.

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, stoop, kneel, crouch, or crawl all day. Occasional lifting of light items required. No specific vision requirements. Objects weighing 70 pounds or more must be accompanied by a second individual to avoid injury.

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 Disabilities Act, Brightline will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.