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Senior Manager, Service Excellence

Company: Brightline Trains
Location: Miami
Posted on: September 22, 2022

Job Description:

Job Category: Hospitality & Guest Services The Senior Manager, Service Excellence will lead the discovery and coordination of service focused teammate and customer policies and procedures across the entire travel journey. This individual will work in a collaborative environment to identify, prioritize, and design these business rules with a focus on food & beverage service standards, guest service delivery and recovery, and sustainability across the organization. They will ensure the company meets increasing expectations for transparency and effectiveness of their guest experience and corporate sustainability goals. This position is a hybrid role located primarily in Miami, Florida with regular visits across the Brightline Trains offices, stations, and repair facilities across central and south Florida. A typical day will include writing or publishing new standards, visiting the operations to observe guest facing teams for successful adoption of these standards of service, and actively participating in discussions across the organization to promote new ways of evolving our end-to-end service strategy. Responsibilities : - Owns and leads design, development, and execution of policy & procedure strategy to ensure alignment with service goals and initiatives - Leads cross-divisional strategic effort to further empower our teammates to offer quick resolution for customer issues and needs - Leverage internal partnerships to align restrictive and misaligned policies to ensure Brightline's teammate and guest focus continues to shine - Manage, escalate, and support mitigation of risks to adoption and change management - Develop clear F&B procedures to ensure food safety, training, and compliance goals are met to deliver high quality food service - Engage across the Guest Experience organization to drive greater alignment and value for both teammates and guests - Benchmark best-in-class hospitality and transportation brands to proactively identify opportunities and develop initiatives to continuously enhance Brightline's service delivery based on operational discoveries and partnership with F&B and Guest Experience teams. - Lead brainstorming and closely partner with operations, commercial teams, and technology teams to innovate, design, develop, and streamline existing and new policies and procedures that meet Brightline's brand standards - Develop training material in collaboration with the Learning & Development team to introduce or reinforce specific policies, identifying one-time or recurring training plans - Develop communications plans and regular updates for internal and external stakeholders - Build and review presentations of ongoing proposed changes to policies and procedures for Guest Experience leadership - Engage all employee levels including Senior Executives and operational management in refining the integrated sustainability strategy - Host regular meetings with the sustainability committee with clear action items, desired outcomes, and tracking of goals against the integrated sustainability strategy Minimum Qualifications : - Bachelor's Degree in business administration or related field OR equivalent work experience - 5+ years of customer service and/or product management related work - Previous train, hotel, cruise, or airline operations experience - Excellent written and oral communication skills - Strong leadership, time management, written, oral, and organizational skills - Experience in research analysis, presentation building, and project coordination - Ability to meet deadlines and work under pressure - Experience with document management for versioning and publishing multiple documents related to policies and procedures - Adept at using Microsoft Office 365, SharePoint, Teams, Outlook, PowerPoint, and other collaboration tools - (If transferring internally) Must be performing satisfactorily in present position - Embraces diverse people, thinking and styles - Consistently makes safety and security, of self and others, the priority - Where permitted by applicable law, must have received or be willing to receive the COVID-19 vaccine by date of hire to be considered for U.S.-based job Preferred Qualifications : - Master's Degree, MBA, or related graduate-level certificate - Previous policy and procedure experience - Experience working in matrix organizations

Keywords: Brightline Trains, Miami , Senior Manager, Service Excellence, Executive , Miami, Florida

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