Onboard Guest Experience Lead

Brightline Trains; Orlando (FL); On-site; USD 25,000 - 36,000; Full time

Job summary

Brightline Trains seeks an Onboard Lead at Orlando Station to ensure a safe, seamless and elevated guest experience. You will model service standards, escort Guests, serve F&B, and manage onboard operations with a proactive mindset.

This role requires strong guest interaction, knowledge of menus and allergens, and the ability to handle escalations. Frequent travel and shift flexibility are expected.

Qualifications

• High School Diploma or GED required, some college or vocational training preferred.
• Minimum six months’ experience in guest service, sales, or F&B.
• Must be able to work any shift, including weekends and holidays.

Responsibilities

• Assist Guests in locating seats and escort as appropriate; assist with baggage.
• Provide food and beverage service across the train; use QR ordering and carts.
• Know F&B menu offerings and allergens; prepare beverages and snacks.
• Serve alcohol following company standards; verify IDs when needed.
• Handle escalated guest concerns professionally and promptly.
• Assist guests with special needs and heavy luggage; ensure assistance availability.
• Provide information to guests during regular and irregular service.

Skills

Guest service

Food & beverage service

Safety awareness

Communication

Problem solving

Customer focus

Teamwork

Education

High School Diploma or GED

Job description

Brightline Trains seeks an Onboard Lead at Orlando Station to ensure a safe, seamless and elevated guest experience. You will model service standards, escort Guests, serve F&B, and manage onboard operations with a proactive mindset.

This role requires strong guest interaction, knowledge of menus and allergens, and the ability to handle escalations. Frequent travel and shift flexibility are expected.