Company At Brightline, we believe in creating meaningful connections through exceptional experiences. We're creating a brighter way to get there by making travel more convenient, more sustainable, and more hospitable every day. If you're optimistic, forward-thinking, and interested in shaping the future of travel with us, we'd love to hear from you. Your Purpose The VP of Guest Experience will be responsible for delivering exceptional, best-in-class guest experience operations. This role will dr...
Company
At Brightline, we believe in creating meaningful connections through exceptional experiences. We’re creating a brighter way to get there by making travel more convenient, more sustainable, and more hospitable every day. If you’re optimistic, forward-thinking, and interested in shaping the future of travel with us, we’d love to hear from you.
Your Purpose
The VP of Guest Experience will be responsible for delivering exceptional, best-in-class guest experience operations. This role will drive both thought leadership and lead all stations and hospitality teams to ensure that Brightline surpasses guest expectations across all senses, sight, sounds, smell, taste, and touch.
As VP of Guest Experience, you will not only elevate Brightline’s existing guest experience, but also advocate for changes to support an elevated guest experience at every touch point. Our ideal candidate should be guest-obsessed, exhibit superior leadership skills with an incredible eye for detail, and be a highly collaborative team member.
Your Role
- Drive the overall door-to-door guest experience operations ensuring that our guests can fold Brightline into their everyday life - does so in a way that promotes quality of life, ease, comfort, safety, efficiency, and value.
- Provide the stations and hospitality teams with strategic direction on the development, preparation, and dissemination of procedures, standards, directives, and manuals for station operations, station cleaning, station safety, passenger service, and performance reporting.
- Help to extend Brightline’s company culture and values across all locations and roles, providing regular recognition, coordinating birthday/anniversary celebrations, and hands-on support during peak/holiday periods.
- Partner with commercial team to develop, monitor, adjust, and maintain appropriate product revisions, additions, and deletions driven by guest needs and operational metrics as learned through management of operations and informed by business intelligence.
- Oversee the budgeting, forecasting, monitoring, and management to ensure results consistent with overall company financial frameworks inclusive of Profit and Loss responsibility for hospitality operations. Collaborate with the finance team to drive revenue projection, yield management, and other required strategies and tactics to generate optimum revenue and EBITDA from ongoing operations.
- Work closely with Technology to ensure the guest experience continues to be seamless between digital to physical interactions. Participate in high-level design and rollout of new guest and teammate tools to support effective and efficient operations.
- Collaborate with the People and Culture team to recruit, hire, train, and optimize our teammates creating an environment where people are hired based on their alignment with culture and desired guest experience.
- Driving deliberate, disciplined design and delivery of experiences to guests and teammates.
- Championing guests' and teammates' perspectives and opinions in the company’s strategic decision-making. Reports regularly on the voice of the guest via NPS surveys, guest escalations, and teammate suggestions.
- Use analytics to correlate teammate workload drivers to labor levels and guest demand forecasts.
- Create programs to incentivize and motivate teammates.
- Manages teammate communications to ensure they are well-informed on company strategy and goals.
Your Qualifications
- Master of Business Administration (MBA) or other Master's degree in Hospitality Management, or Business Administration
- Proven experience in a managerial or executive role in Hospitality with a focus on Guest Experience
- Experience in creating bold and innovative concepts that create first-of-their-kind experiences.
- Proven experience developing successful strategies for guests and teammates.
- A healthy curiosity in topics such as sustainability, organizational design, human optimization, mobility, technology, and futurism related to these topics.
- A track record of having an impact on the organizations with which you have been involved as well as showing steady ascension throughout your career.
Desired Traits
- Inspirational Leader – Superior communication, leadership, and organizational skills to provide a clear and consistent vision for delivering the elevated guest experience our guests expect.
- Highly collaborative – must work across several levels and disciplines inside and outside the organization.
- Entrepreneurial attitude – we are the first private rail in the United States, creativity and innovation are key to success despite not having a roadmap.
- Operationally Savvy – should have a fundamental knowledge of how the operation works either through experience or spending time in the field. Should develop close relationships throughout the organization so that he/ she is immersed in all aspects of the operation and how they impact the guest experience.
- People Focused – Ability to justify labor and optimize people based on their strengths and abilities while developing leaders across all locations. Handles teammate relations
- Big-picture thinker – sees the different pieces of the experience and pieces them together.
- Problem-solving skills and conflict resolution – will work across different levels and disciplines, and must be able to resolve conflict.
- Data oriented – doesn’t operate off gut or hunches alone, but always gets enough data to validate the strategy.
Combine your experience, innovation, and entrepreneurial spirit by joining our growing team in Florida and Nevada. 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 Management, LLC is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, Brightline Management, LLC will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current teammates to discuss potential accommodations with the employer.
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