Guest Experience - Assistant Manager Guest Experience

Hornblower Corp; Boston (MA); On-site; USD 52,000 - 70,000; Full time

Job summary

Hornblower Corp in Boston, MA is seeking an Assistant Guest Services Manager to support the Guest Experience Team across port locations. You will assist Supervisors, train representatives on the ticketing platform, and coordinate schedules for smooth operations.

This role requires strong customer service, organization, and communication skills, with the ability to handle multiple tasks. Availability for nights, weekends and major holidays is expected, along with efforts to upsell cruise

Qualifications

• Bachelor’s Degree preferred.
• 1–2 years in a customer service-related role.
• 1 year of supervisor/management experience preferred.
• Experience with ticketing or box office software.
• Strong customer service, organization, and interpersonal skills.
• Proficient with Microsoft Office Suites.
• Willing to work nights, weekends and major holidays.

Responsibilities

• Cover all operating roles at ticket booth and boarding locations.
• Train agents on reservations and scanning platforms.
• Assist guests with sales transactions and upsell cruise opportunities.
• Communicate safety protocols at purchase and boarding.
• Support manager on duty with guest escalations and cruise cancellations.
• Help update capacity, time changes, and cancellations in the ticketing system.
• Maintain staff scheduling for optimal coverage.
• Oversee time and attendance and payroll approvals.
• Ensure reports meet company standards and policies.
• Assist with recruitment and staff retention in port.
• Collaborate to meet budget guidelines.

Skills

Customer service

Organization

Interpersonal skills

Multitasking

Communication

Education

Bachelor’s Degree preferred

Tools

Ticketing software

Box office software

Microsoft Office

Job description

Position Summary:

The role of the Assistant Guest Services Manager is to support all aspects of the Guest Experience Team. This position will work with the Guest Services Supervisors on training the team of representatives on the ticketing platform across the ports locations and coordinate schedules to support the port.

Duties and Responsibilities:

• Ensure all operating roles are covered – stepping into any role when support is needed both at the ticket booth and the boarding locations.
• Work with the Guest Services Supervisors to train all agents on reservations and scanning platforms for all locations.
• Assist guests at port Locations with sales transactions and provide information on upselling cruise opportunities.
• Responsible for keeping guests informed on any safety protocols both at time of ticket purchase and when guests board at gate.
• When serving as manager on duty, assisting operations with any guest escalations & cruise cancellations.
• Support Operations Department with updates to capacity limits, time changes, location changes and cancellations within the ticketing system.
• Assists with maintaining the proper scheduling of all guest services personnel, ensuring optimal coverage.
• Assist with time and attendance for personnel, including time off requests and approvals, ensuring accuracy and compliance to maintain efficient staffing levels.
• Ensure that direct reports meet company standards based on their individual job descriptions and areas of responsibility.
• Works to ensure compliance with all company policies.
• Assists Guest Services Manager and Human Resources Department to help handle and resolve personnel issues.
• Assists the Guest Services Manager, Human Resources and Talent Acquisitions team to recruit, hire, train, and retain all staff within the port.
• Collaborate with management to ensure budgetary guidelines are met.
• Additional job duties assigned.

Requirements & Qualifications:

• Bachelor’s Degree preferred.
• 1–2-year experience in a customer service-related role.
• 1 year of Supervisor/ Management Experience preferred, but not required.
• Experience with ticketing or box office software.
• Strong customer service, organization, and interpersonal skills.
• 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.
• Maintainuniformandpersonalgroomingincompliancewithappearancestandards.
• Will be required to be available for work nights, weekends and on all major holidays.