Guest Experience Concierge - Waterfront

Hornblower Corp; San Juan (PR); On-site; USD 17,000 - 22,000; Full time

Job summary

Hornblower Corp seeks a Guest Service Agent to deliver excellent customer service at ticket and boarding locations along the waterfront. You will promote City Experiences’ products, share cruise information, and guide guests to boarding points with a calm, helpful demeanor.

You will handle ticket interactions, use the reservation system, and support safety protocols while assisting guests across shifts—indoors and outdoors as needed.

Qualifications

• A sincere 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.
• 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, and suggest solutions.
• Working knowledge of computer skills, including proficiency with Microsoft Office Suites.
• Understand and convey written and verbal information to coworkers and guests.
• Maintain uniform and personal grooming in compliance with appearance standards.
• Be available for work nights, weekends and all major holidays.

Responsibilities

• Provide excellent customer service to guests at ticket booths and boarding locations.
• Be well versed on City Experiences’ products, up-sell and cross promote experiences.
• Communicate information about cruise offerings, schedules, availability, and directions to boarding locations.
• Maintain composure in a busy, fast-paced work environment.
• Familiarity with Anchor, City Experiences’ Reservation platform and Dock Access, ticket redemption system.
• Provide directions to points of interest in the area.
• Familiarize yourself with third-party partner tickets and their redemption process at Box Office and boarding locations.
• Keep guests informed on safety protocols at ticket purchase and boarding.
• Follow protocols around equipment checkout, card and cash transactions, and opening/closing shift procedures.
• Work indoors in booths or outdoors greeting guests at boarding locations.

Job description

Hornblower Corp seeks a Guest Service Agent to deliver excellent customer service at ticket and boarding locations along the waterfront. You will promote City Experiences’ products, share cruise information, and guide guests to boarding points with a calm, helpful demeanor.

You will handle ticket interactions, use the reservation system, and support safety protocols while assisting guests across shifts—indoors and outdoors as needed.