Guest Experience Agent - Waterfront Tours & Tickets

Hornblower Group; Detroit (MI); On-site; USD 28,000 - 36,000; Full time

Job summary

Hornblower Group in Detroit seeks a Guest Service Agent to deliver exceptional service at our ticketing and boarding locations along the waterfront. You will be trained on City Experiences products, upsell opportunities, and our Reservation platform.

The role is fast-paced, requires flexibility for nights, weekends and holidays, and offers indoor and outdoor duties at multiple locations. Join a team that values RESPECT and guest satisfaction, with opportunities to learn all aspects of customer

Qualifications

• Interest in learning all aspects of customer service and sales.
• Knowledge of the Waterfront area to give directions to area restaurants and attractions.
• Strong customer service, organization, and interpersonal skills.
• Maintain a high level of organization, detail oriented and meet deadlines.
• Proficient with Microsoft Office Suites.
• Willing to work nights, weekends and on major holidays.

Responsibilities

• Provide excellent customer service at ticket booths and boarding locations.
• Well versed on City Experiences’ products, able to up-sell and cross promote experiences.
• Communicate information to guests regarding cruise offerings, schedules, availability, and directions for getting to boarding locations.
• Keep calm in a busy, fast-paced work environment and follow safety protocols.
• Familiarize yourself with Anchor Reservation platform and Dock Access, ticket redemption system.
• Provide directions to points of interest in the area.
• Understand and manage third-party partner tickets and redemption processes at Box Office and boarding locations.
• Capable of following protocols around equipment checkout, transactions, and opening/closing shift procedures.
• Work indoors and outdoors; flexible to be at ticket booths or greeting guests outside.

Skills

Customer service

Sales skills

Communication

Microsoft Office

Tools

Microsoft Office

Job description

Hornblower Group in Detroit seeks a Guest Service Agent to deliver exceptional service at our ticketing and boarding locations along the waterfront. You will be trained on City Experiences products, upsell opportunities, and our Reservation platform.

The role is fast-paced, requires flexibility for nights, weekends and holidays, and offers indoor and outdoor duties at multiple locations. Join a team that values RESPECT and guest satisfaction, with opportunities to learn all aspects of customer