Assistant Guest Services Manager

Hornblower Group; San Diego (CA); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking an Assistant Guest Services Manager to lead ticket booth operations in San Diego. This dynamic role involves ensuring exceptional guest experiences through efficient service, staff training, and collaboration with sales teams. Ideal candidates will possess a strong background in customer service and supervisory skills, thriving in a fast-paced environment. Join a company dedicated to providing amazing experiences on land and water, where communication and creativity are valued. If you are an enthusiastic team player ready to make a difference, this opportunity is for you!

Qualifications

• Minimum one year of customer service experience required.
• Supervisory experience preferred for effective team management.

Responsibilities

• Oversee daily ticket booth operations ensuring efficient guest service.
• Manage department personnel and maintain attendance records.
• Collaborate with sales teams to maximize department sales.

Skills

Customer Service

Supervisory Skills

Communication

Problem Solving

Education

High School Diploma

College Degree

Job description

City Experiences is seeking an Assistant Guest Services Manager for our operation in San Diego.

About You:

This person will be adaptable, dynamic, and embody City Experiences’ RESPECT Service System.

About the Opportunity:

The Assistant Guest Services Manager (AGM) oversees daily ticket booth operations to ensure efficient service for harbor tours, dinners, brunch, and specialty cruises. Responsibilities include managing ticket sales, coordinating with departments, maintaining high guest service standards, supervising and training staff, and ensuring compliance with operational policies to deliver a seamless and hospitable guest experience. This role requires a flexible schedule to support service needs, including weekends and holidays.

• Supervise and coordinate daily ticket booth operations, ensuring efficient ticket sales and smooth guest service, including ticketing and boarding coordination across all locations.
• Schedule and manage department personnel, maintain attendance records, and track labor costs and overtime.
• Hire and oversee the training of new employees, providing ongoing counseling and coaching to ensure high performance and a focus on excellent customer service.
• Maintain up-to-date crew and reference manuals, communicating new policies or essential information to staff.
• Oversee all guest services outreach, ensuring prompt, professional responses to guest service issues and inquiries.
• Collaborate with the Regional Director of Sales (RDOS) and Assistant Director of Sales (ADOS) to maximize department sales and verify all special offers and discounts.
• Run weekly balance-due reports, communicate outstanding balances to Sales Managers, and foster collaboration with other departments within City Cruises for seamless operations.
• Requisition supplies and equipment, conduct monthly inventory checks, and ensure inventory control systems are followed.
• Assist with accounting duties and uphold high standards of cash handling.
• Maintain records of personnel performance and conduct regular audits, such as the Monthly Event Schedule Audit to identify potential conflicts, capacity issues, and discrepancies.
• Manage the SD Weekly Events Meeting Notes spreadsheet, incorporating updates from weekly catering meetings, and represent the public cruises department in these meetings.
• Monitor and resolve requests submitted in the CA Public Cruise Support Teams channel.
• Perform additional duties as assigned by the ADOS.
• Always maintain a warm and friendly demeanor.

Requirements & Qualifications:

• High school diploma or equivalent (college degree preferred).
• Minimum one year of customer service experience.
• Supervisory experience preferred.

About Us:

City Experiences’ passion is to provide amazing experiences on land and water. Our 40-year success through organic growth and acquisitions has resulted in a portfolio of over 25+ brands that welcome upwards of 30 million guests/riders annually. If you’re an enthusiastic team player who thrives in an environment where communication, creativity, and cooperation are encouraged, this may just be the opportunity for you.

The RESPECT Service System embodies City Experiences’ 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.

The Company is proud to be an Equal Employment Opportunity and Affirmative Action employer. We prohibit discrimination and harassment against any applicants or employees based upon their race, color, religion, national origin, sex, age, sexual orientation, gender identity or expression, mental or physical disability, status as a protected veteran, or other characteristics prohibited by applicable law.

Additionally, we encourage all qualified applicants including those with past arrest or conviction records to apply. The Company participates in the E-Verify program in certain locations.