Guest Service Agent - Aventura Station

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.

• 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.

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.

• 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…