Guest Connections Specialist

Join Brightline: Be the Voice of Exceptional Guest Experiences

At Brightline, we’re not just building a railway; we’re creating a revolution in travel. We’re dedicated to making journeys more convenient, sustainable, and enjoyable for everyone. As a Guest Services Teammate, you’ll be at the heart of this mission, ensuring every guest has a seamless and memorable experience before, during, and after their travels.

If you’re passionate about hospitality, thrive in a fast-paced environment, and are eager to contribute to a groundbreaking company, we encourage you to apply!

Your Mission: Champion Guest Satisfaction

As a Guest Services Teammate, you will be the primary point of contact for our guests, providing exceptional support and resolving any issues that may arise. Your responsibilities will include:

• Being the Voice of Brightline: Respond to guest inquiries via email, chat, and phone, providing clear, accurate, and helpful information.
• Resolving Issues with Empathy: De-escalate concerns with understanding and thoughtful communication. Turn potential grievances into positive experiences.
• Mastering Ticketing & Reservations: Handle ticket and reservation inquiries with expert knowledge of booking policies, fare structures, and special needs services.
• Becoming a Brightline Expert: Provide comprehensive information about seating layouts, current offers, ticketing methods, customer programs, and Station Operations policies & procedures.
• Utilizing Technology Effectively: Navigate various software programs to assist guests, process refunds and upgrades, and manage incident cases.
• Anticipating Guest Needs: Proactively share information about each station and its surrounding area, adapting your communication style to suit a diverse clientele.
• Responding to Service Disruptions: Assist with guest movement and communication during delays, cancellations, and other service disruptions.
• Contributing to a Safe Environment: Be vigilant and report any suspicious situations to Security.

This role is dynamic and evolving, so be prepared to adapt and contribute beyond the core responsibilities.

What You Bring to the Table

We are looking for individuals who are:

• Experienced: Minimum one year of experience in a high-traffic hospitality, guest services, or transportation role.
• People-Oriented: A genuine love for working with people, with the ability to remain upbeat and positive, even during stressful situations.
• Adaptable: Able to skillfully adjust your communication style to effectively interact with a diverse group of people.
• Empathetic: Able to assist guests with special needs, such as those requiring wheelchair assistance.
• Independent: Possess sound judgment and the ability to think and act independently.
• Communicative: Excellent verbal and listening skills, geared towards superior guest satisfaction in person, via email/chat, and over the phone.
• Tech-Savvy: Enjoy working with various computer programs and possess basic math skills.
• Problem Solvers: Embrace analyzing problems and finding effective solutions.

Required Qualifications:

• Minimum 18 years of age.
• Legal permission to work in the United States.
• Ability to work shifts, including weekends and holidays.
• Proficient in English (speaking, reading, and writing) at a High School level.
• Typing speed of approximately 40wpm.

Bonus Points:

• Fluency in multiple languages is a plus!

Compensation & Opportunity

This position offers a competitive hourly rate of $20.00.

Brightline Management, LLC is an Equal Opportunity Employer committed to creating an inclusive workplace. We are dedicated to providing reasonable accommodations to qualified individuals with disabilities, as outlined by the Americans with Disabilities Act. We encourage all prospective and current employees to discuss potential accommodations with the employer.