Onboard Experience Supervisor

The SSI Group; Miami (FL); On-site; USD 52,000 - 76,000; Full time

Job summary

Brightline is seeking an Onboard Supervisor to lead hospitality operations across trains and stations in Florida. You will supervise teammates, coordinate food & beverage, retail, and train cleanliness, and ensure safety, service standards, and performance metrics are met.

The role requires strong leadership, excellent communication, and the ability to manage shifts, holidays, and travel across the corridor. Travel is primarily Florida-based with significant onboard responsibilities.

Qualifications

• Associate’s degree in hospitality, business, retail, or hotel operations preferred.
• 1+ years of supervisory or leadership experience in hospitality, transportation, or service environments.
• Experience in guest service, food and beverage operations, and process improvement.
• Proficiency in Microsoft Office; ability to adapt to guest experience technology platforms.
• Must be able and willing to work any shift or on weekends and holidays based on operational needs and train schedules.

Responsibilities

• Oversee all onboard guest-facing operations, including food and beverage, retail, baggage handling, and train cleanliness.
• Support preventative maintenance by communicating requests and ensuring timely follow-up with Rail Operations partners.
• Ensure adherence to service standards, SOPs, safety, and security protocols; conduct regular assessments and coaching.
• When necessary, assist with baggage loading and unloading and ensure that baggage is properly stored and staged, especially in high-load factor trains.
• Conduct regular assessments of execution of onboard standards and provide timely coaching to reinforce best practices and elevate performance.
• Exercise direct supervisory authority over assigned teammates, including assigning work; monitoring attendance, verifying time records, and ensuring work is completed with quality and timelessness.
• Ensure teammates are aligned with Brightline’s culture, values, and service expectations.
• Champion guest satisfaction by monitoring feedback, analyzing metrics, and implementing action plans to exceed expectations.
• Lead guest recovery efforts by addressing and resolving concerns promptly and effectively.
• Supervise team in implementing onboard revenue improvement initiatives, controlling costs, and regularly monitoring financial performance metrics.
• Maintain the highest standards of safety and security for guests and teammates; ensure compliance with health, safety, and regulatory standards.

Skills

Leadership

Communication

Problem solving

Attention to detail

Physical stamina

Education

Associate's degree

Tools

Microsoft Office

Job description

Brightline is seeking an Onboard Supervisor to lead hospitality operations across trains and stations in Florida. You will supervise teammates, coordinate food & beverage, retail, and train cleanliness, and ensure safety, service standards, and performance metrics are met.

The role requires strong leadership, excellent communication, and the ability to manage shifts, holidays, and travel across the corridor. Travel is primarily Florida-based with significant onboard responsibilities.