Onboard Lead

Your Purpose:
As an Onboard Lead, you will be an integral part of the Onboard Service team, playing a crucial role in ensuring a safe, seamless, and elevated experience for our premium Guests. You will model exceptional service standards and support the overall flow of onboard operations.

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!

Pay rate - $22.00 USD

Your Role [Essential Functions]:
Guest Services
• Assist Guests in locating their seats and escort them as appropriate. Provide assistance with Guest baggage where feasible.
• Provide food and beverage service to Guests throughout the train, using strategic selling techniques (QR ordering, cart service).
• Have complete knowledge of all F&B menu offerings and allergens.
• Prepare and serve hot and cold beverages along with snacks adhering to Company standards; ensure Guests are satisfied with their selections and engage in friendly conversation throughout.
• Serve alcoholic beverages adhering to Company established standards, including visually checking and verifying proper identification.
• Assist in handling and solving escalated Guest concerns in an open, friendly, professional, and confident manner.
• Pay close attention to Guests with special needs, Guests with children, or Guests with heavy luggage.
• Ensure that all possible assistance and information is provided to Guests during regular and irregular service.
Communication and Coordination
• Use designated communication systems to confirm the train is ready for departure and arrival.
• Maintain communication with the Onboard team and conductor on the train and leadership throughout the shift as needed.
• Deliver public address announcements according to standard, providing friendly journey information and a positive message to Guests.
• 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.
• Coordinate and physically execute the movement, placement, and retrieval of service carts between trains, platforms, and Commissary locations to support onboard service operations.
Safety and Compliance
• Ensure that all Onboard activities are carried out safely and to Brightline’s standards of quality.
• Report safety concerns to the Onboard Supervisor immediately.
• Follow Company protocols to manage any unscheduled or emergency situations as trained.
• Inspect service support areas to ensure adherence to Company sanitation requirements.
• Complete necessary reports and file appropriately. Report equipment issues.
Sales and Inventory Management
• Process credit card transactions for purchases via a mobile Point of Sale device.
• Assist in monitoring inventory levels and guiding other Teammates to complete tasks to Guest service standards.
• Receive and inspect all F&B carts with Train and Commissary Attendants to ensure all products are consistent with opening inventory for the designated shift.
• Monitor onboard offerings and inventory levels and advise Onboard Supervisor on needed items.
Training and Reporting
• Assist in training newly hired Train Attendants on Brightline’s steps of service and safety standards.
• Prepare shift reports to include physical headcount, safety and security matters, delays, incidents, Guest experience and maintenance concerns.

Maintenance and Cleanliness
• Provide light cleaning and resetting of the train, including passenger areas and restrooms, at station turn-around and final terminals.
Please note that this Job Description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the teammate for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Managerial Responsibility:
• None

Experience & Qualifications
Required Education and Experience:
• High School Diploma or GED required, some college or vocational training preferred.
• Minimum of six (6) months’ experience in guest service, sales, or food & beverage service.
• Must be able and willing to work any shift, including weekends and holidays, based on operational needs and train schedules as necessary.
• Must be able to complete Food Handler and Responsible Vendor certification within 90 days of hire.

Knowledge Skills & Abilities:
• Knowledge of safety protocols and the ability to report concerns promptly.
• Understanding of foodborne illness prevention and health regulations.