Supervisor, Guest Services - Miami Station

Supervisor, Guest Services - Miami Station

Brightline Trains

Join to apply for the Supervisor, Guest Services - Miami Station role at Brightline Trains.

As a critical member of the Brightline Station Operations team, you will assist the Station Manager with direct daily operations and all aspects of the business within the station, keeping safety at the forefront. You will work closely with the Rail Operations and Security teams and liaise between additional departments, focusing on a smooth, efficient, hospitable and comfortable travel experience for all Guests.

Though you report to the Station Manager, your daily interactions will mostly be with Guests and 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!

• 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, 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 expected consumption.
• 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 and 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.

$24.00 an hour

• Direct supervisory responsibility including hiring, transfer, suspend, layoff, recall, promote, discharge, assign, reward, or discipline or effectively recommend such actions.

• Two or more years of experience in high‑traffic environments such as hospitality, guest services, or transportation.
• Enjoy working with people and maintain a positive, upbeat attitude even during stressful situations; skilled at adapting communication style to connect with a diverse range of individuals.
• Able to assist guests with special needs, including providing wheelchair support when necessary.
• Demonstrate sound judgment and can think and act independently.
• Excellent verbal and listening skills, focused on delivering outstanding guest service both in person and over the phone.
• Knowledge of F&B operations/standards preferred.
• Comfortable being on your feet all day—standing, walking, and staying physically active throughout your shift.
• Can lift and carry baggage of various sizes and weights over short distances and occasionally push a wheelchair.
• Knowledge of inventory management/logistics.
• Works well under pressure and is equally good at taking direction as it is giving it.
• Previous experience ensuring policies and procedures are closely followed.
• Minimum of 18 years old.
• Safety‑focused in day‑to‑day life; ever‑vigilant to inform and help others stay safe in their environment.
• Ability to work shifts, including early mornings, nights, weekends, holidays, and long hours at times.
• Knowledge of prevention of foodborne illnesses and health regulations is a PLUS.
• Ability to speak multiple languages is a PLUS.

Works in a clean, air‑conditioned office space, free of noise, dust, and humidity.

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 requires standing, walking, stooping,…