Baggage Attendant - WPB Station

Your Purpose:

As the Baggage Attendant for Brightline’s station, you will be responsible for welcoming guests, processing and handling their baggage, and providing information about the station and 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.

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 - $20.00 an hour

Your Role [Essential Functions]:

Guest Interaction:

• Welcome guests warmly and engage in conversation when appropriate.
• Anticipate guest needs and share information about stations and surrounding areas.
• Maintain a positive mindset and prioritize the safety and security of guests and teammates.

Operational Excellence:

• Follow best practices for baggage operations to ensure guest satisfaction.
• Communicate equipment, tools, and software deficiencies to Station Managers and follow up as needed.
• Collaborate with third parties in baggage operations.
• Receive and process checked baggage, ensuring it is securely kept on carts with brakes applied and straps secured.
• Use the provided scanning devices to scan all baggage as per standards.
• Perform inspections at the beginning of the shift to ensure all necessary items/equipment are in place and report any issues.
• Ensure all necessary items/equipment are in place for the next shift.
• Relay pertinent information to the next shift or management.
• Clean the workspace and return all scanning devices to the management office.
• Assist guests with removing baggage from vehicles.
• Screen checked belongings using detection systems and followed safety protocols.
• Tag and load checked baggage onto carts and push them to outbound trains.
• Collect baggage carts from inbound trains and bring them to the collection area.
• Prepare and load baggage carts to maximize capacity while taking care of guests’ personal items.
• Assist at security checkpoints, in the café, and around the station as needed.
• Receive checked baggage from the scanning machine and confirm all bags have a BL Bag Tag with pertinent information.
• Sort bags by location, train number, and departure time.
• Load bags into cages or carts and prepare Bingo sheets for all cages.
• Scan all cages and bags and prepare them for transport to the platform level.
• Coordinate the delivery of inbound bags to the baggage claim area.
• Ensure at least one agent is on the platform monitoring bags/cages.
• Load and offload checked carts/cages onto trains and into appropriate compartments, ensuring they are strapped in, and brakes are set.
• Scan all cages or carts onto trains and into compartments.
• Transport inbound carts/cages to the luggage room.
• 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.

Guest Satisfaction:

• Champion a culture of service excellence by continuously monitoring guest feedback, analyzing satisfaction metrics, and implementing strategic initiatives to exceed expectations and enhance loyalty.
• Communicate any missed bags to management immediately and provide detailed documentation.
• Ensure all outbound bags are sent out, and inbound bags are turned over to the baggage claim area staff.

Guest Recovery:

• Address and resolve guest complaints promptly and effectively, ensuring a positive recovery experience. Proactively prevent escalations and identify opportunities for improvement.

Safety and Security:

• Maintain the highest standards of safety and security for guests and teammates.
• Adhere to all safety protocols for baggage logistics and movement on and off the trains, platform, elevators, and station,s back of house, and lobby at all times.
• Ensure compliance with all health, safety, and regulatory standards.
• Serve as a vigilant steward of Brightline’s commitment to a safe operating environment.
• Follow all safety checklist protocols when loading and unloading baggage on trains.
• Follow all safety practices and observe all security protocols

Knowledge Skills & Abilities:

• You love working with people, staying upbeat and positive for hours (including in stressful times), and adapting your communication style to fit a diverse group of people.
• You have six months of similar experience in a related field such as concierge, bellhop, hotels, airports, guest services, or transportation - this is not required, but certainly is a PLUS.
• Your verbal communication skills are excellent and geared towards superior guest satisfaction.
• Standing, walking, bending, lifting to 70lbs frequently, and pushing wheelchairs and heavy baggage carts up to 560lbs being physically active for entire shifts, is something you embrace.
• You are at least 18 years old.
• You have demonstrated reliability, punctuality, and dependability.
• You must be willing and able to work rotating shifts to include early morning, late evenings, holidays, and weekends.
• The position requires the ability to work in Florida's seasonal climate, including exposure to heat, cold, and humidity, for limited times throughout the shift.
• You have and can show legal permission to work in the United States.
• You can work shifts, including weekends and holidays.
• You speak, read, and write English at a High School level.
• The ability to speak multiple languages is not required, but a PLUS.
• We will make all attempts to provide a predictable work schedule, but the ability to pick up last-minute shifts is a PLUS.

Work Environment:
Works in a clean, air-conditioned office space, free of noise, dust, and humidity.

Physical Demands:
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 the employee frequently is required to stand, walk, stoop, kneel, crouch, or crawl all day. Occasional lifting of light items required. No specific vision requirements. Objects weighing 70 pounds or more must be accompanied by a second individual to avoid injury.

Travel:
None

Combine your experience, innovation, and entrepreneurial spirit by joining our growing team in Florida. Brightline is pleased to offer a competitive compensation and benefits package, and the opportunity to make a difference while making history as the only privately funded rapid rail service in the country.

Brightline is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, Brightline will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.