Hospitality Attendant

Overview

As the Hospitality Attendant for Brightline, you will be responsible for warmly welcoming guests and ensuring exceptional service. You will oversee the preparation and service of food and beverages in the Premium Lounge, Order to Seat/QR To-Go, Smart Lounge, and for bar guests. You will champion food safety and sanitation protocols, assist with inventory management, and collaborate with the station manager to order necessary items for the operation.

This is an excellent opportunity for someone driven and passionate about food and beverage preparation and service.

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!

• Guest Interaction: Welcome guests with enthusiasm and care; engage in conversation when appropriate. Use the 10/5/First/Last rule to make every impression positive and memorable.
• Anticipatory Service:
  Listen and respond to guests’ questions, requests, or complaints promptly and solve when possible, or communicate with others as appropriate.
• Attentive Service:
  Provide attentive and detailed service; use suggestive selling techniques and share information about company services and destinations.
• Brand Ambassador:
  Take ownership of each guest; be yourself and spontaneous while avoiding slang or hospitality jargon; address guest challenges with appropriate resolutions per policies.
• Product Knowledge:
  Be aware of product offerings and stay current with relevant information.
• Personalized Service:
  Maintain a polished appearance, greet guests with enthusiasm, and resolve grievances before they escalate.
• Proactive Assistance:
  Provide guests with information on routes, timetables, platform locations, ticket prices, station offerings, local offerings, and train features. Help at the bar and with food and beverage deliveries as needed.

• Preparation and Service:
  Prepare and serve hot and cold food, beverages and snacks adhering to company standards; engage in friendly conversation throughout. Serve alcoholic beverages with proper identification per standards.
• Presenting Menus and Orders:
  Present menus, assist guests in selecting food and beverages.
• Serving and Delivery:
  Serve food to guests at their location and deliver to the designated pickup location.
• Restocking:
  Continuously prepare and restock items and serve guests promptly.
• POS:
  Learn and use the Point-of-Sales system to place orders and collect payments.
• Alternatives and Upsell:
  Offer relevant options when requests cannot be fulfilled; be knowledgeable of seating options and upsell when appropriate.
• Service Recovery:
  Demonstrate empathy and offer solutions for dissatisfied guests; use guest recovery carts when trains are delayed.

• Quality Check:
  Visually verify product quality meets standards; address items that do not.
• Time and Temperature Logs:
  Record accurate logs to ensure freshness.
• Cleanliness:
  Maintain cleanliness of service and work areas per health and hygiene standards.

• Inventory Management:
  Review deliveries, store items properly, and document final inventory.
• Equipment Maintenance:
  Ensure equipment is in working order and report issues promptly.
• Work Area Maintenance:
  Keep bar, premium lounge, and work areas clean, presentable, and hazard-free.

• Information Transfer:
  Communicate clearly with teammates to ensure timely transfer of information.
• Assistance with Inventory:
  Help Station Manager with inventory as required.
• Proactive Reporting:
  Proactively report maintenance and operational issues.
• All is One:
  Support coworkers to achieve team success; collaborate with servers, bartenders, and kitchen staff.
• Grooming Guidelines:
  Maintain a polished appearance and greet guests with enthusiasm.
• Communications:
  Monitor Brightline channels during work hours to review company and department communications and notifications.

• Comfortable with retail, food, and beverage sales.
• Positive attitude under stress; adapt communication style for a diverse group.
• Sound judgment with independent thinking and…