Guest Experience - Guest Experience Supervisor

Hornblower Group is a global leader in experience and transportation. Spanning a 100-year history, Hornblower Group’s portfolio of international offerings includes water- and land-based experiences and ferry and transportation services. City Experiences, Hornblower Group’s premier experience division, offers dining and sightseeing cruises and walking and food tours through the City Cruises, Walks, and Devour brands.

City Ferry, part of Hornblower Group’s Ferry and Transportation Division, is the largest private operator of high-speed passenger and vehicle ferries in the United States, carrying more than 10 million passengers annually and operating services including NYC Ferry, Puerto Rico Ferry, and other regional ferry systems .

Hornblower Group’s subsidiaries include Hornblower Marine, which provides vessel outhaul and maintenance services at Bridgeport Boatworks in Bridgeport, Connecticut, and Seaward Services, Inc., a full-service shipping, waterfront logistics and management company that specializes in the operation and maintenance of government and commercial vessels.

Additionally, Anchor Operating System, LLC, a Hornblower Group subsidiary and independent entity, provides reservation, ticketing and website integration services for clients in the transportation, tourism and entertainment industries. Today, Hornblower Group’s global portfolio covers over 10 countries, over 50 U.S. cities and serves more than 20 million guests annually.

Headquartered in Orlando, Florida, Hornblower Group’s additional corporate offices reside in San Francisco, California; Boston, Massachusetts; Chicago, Illinois; London, United Kingdom; New York, New York; Dublin, Ireland; and across Ontario, Canada. For more information, visit hornblowercorp.com.

Position Summary

The role of the Guest Services Supervisor oversees the guest service operations for all experiences around the port. This includes coordinating & serving as a liaison for all vessels. This role will work in conjunction with the Guest Services Manager and Events Team to ensure there is adequate front of house coverage for all cruises, ferries, private charters, group bookings and moonlight cruises.

This role will also maintain communication with the marine crew on all vessels to ensure everyone on the Guest Services team and Marine team remain updated on any information relevant to the boarding process.

Duties and Responsibilities

Responsible for putting out the daily booth/gate assignments for the agents. Lead and participate in daily pre-shift meetings at all locations (in conjunction with Operations crew). Work with the Guest Services Manager (GSM) and Assistant Guest Services Manager (AGSM) to train all agents on reservation and scanning platforms.

Assist guests at all ticket locations with sales transactions and provide information regarding all cruise opportunities. Ensure all operating roles are covered – stepping into any role when support is needed (both in the Ticket Office and at the boarding gates). Work alongside IT to update equipment in each booth when technical issues occur and implement necessary solutions.

Responsible for keeping guests informed on any/all safety protocols, both at time of ticket purchase and when guests board at gate. When serving as the supervisor on duty, assisting operations with any guest escalations & cruise cancellations. Responsible for keeping the booths organized, and ensuring all standard operating procedures are being followed by the team.

Responsible for ensuring all closing procedures are carried out, including tracking, and securing inventory, as well as maintaining cleanliness of the ticket booths when serving as the supervisor on duty. Responsible for providing daily recaps to GSM and AGSM. Administrative Duties Work with the GSM and AGSM to assist with employee relation inquiries and employee performance.

Support Operations Department with updates to capacity limits and time changes. Coordinating the Guest Service representatives schedule for the cruises in conjunction with the GSM and AGSM. Participate in weekly team meetings with Management and the Guest Services Team to ensure everyone is up to date on cruise schedules and offerings.

Additional job duties assigned.

Requirements

& Qualifications: Strong customer service, organization, and interpersonal skills. Experience with ticketing or box office software. Maintain a high level of organization, detailed oriented and meet deadlines. Handle multiple tasks/projects at one time. Establish and maintain effective working relationships as required by job responsibility.

Listen effectively, assess the situation, determine relevant issues, & suggest solutions. Have a working knowledge of computer skills, including but not limited to proficiency with Microsoft Office Suites. Must be able to effectively understand and convey written and verbal information to coworkers and guests. Maintain uniform and personal grooming in compliance with appearance standards.

Will be required to be available for work nights, weekends and on all major holidays. The RESPECT Service System embodies our mission, vision, values and operating principles. By creating a company culture that puts RESPECT at its core, we believe it will drive us to achieve our goal of becoming a Global Experiences and Transportation Leader.

EEO / Disabled / Protected Veteran Employer. Hornblower is proud to be an Equal Employment Opportunity employer. We offer equal employment opportunities to all qualified individuals and prohibit discrimination and/or harassment of any type, including but not limited to discrimination and or harassment based upon race, religion, religious creed, color, national origin, ancestry, citizenship, sex, sexual orientation, gender, gender identity, gender expression, age, pregnancy or relation medical conditions, childbirth, breastfeeding, parental status, veteran and/or military status, disability (physical or mental), medical condition, genetic information or characteristics, political affiliation, domestic violence survivor status, marital status, or other characteristics prohibited by federal, state, or local law.

Additionally, as a federal, state, and local contractor, Hornblower complies with government regulations, including affirmative action responsibilities for qualified individuals, where and as they apply. The company also participates in the E-Verify program in certain locations.