Guest Experience - Guest Experience Agent

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

Position Summary:

The Guest Service Agent is responsible for providing excellent support to our customers at our ticket & boarding locations. Guest Service agents will be scheduled at our various ticketing & boarding locating around the waterfront – supporting our various experiences.

Duties and Responsibilities:

• Provide excellent customer service to all guests who visit our ticket booths and boarding locations.
• Well versed on all City Experiences’ products, able to up-sell and cross promote all experiences.
• Communicate information to guests regarding cruise offerings, schedules, availability, and directions for getting to the boarding locations.
• Capacity to keep calm in a busy, fast-paced work environment.
• Understanding and familiarity with Anchor, City Experiences’ Reservation platform and Dock Access, City Experiences’ ticket redemption system.
• Provide directions to points of interest in the area, such as historical sites, restaurants, attractions, etc.
• Familiarizing yourself with all third-party partner tickets, with an understanding of the redemption process both at the Box Office and the boarding locations.
• Responsible for keeping guests informed on any safety protocols both at the time of ticket purchase and when guests board at gate.
• Capable of following protocols around equipment checkout, card & cash transactions, and opening/closing shift procedures.
• Indoor & Outdoor Position: Flexibility with working in our ticket booths as well as outside greeting guests at our boarding locations.

Requirements & 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, 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.