Guest Experience - Guest Experience Supervisor

Hornblower Corp; Cataño (PR); On-site; USD 42,000 - 54,000; Full time

Job summary

Hornblower Corp. is seeking a Guest Services Supervisor to oversee guest service operations across port experiences, coordinating with vessels and the GSM/Events Team to ensure front-of-house coverage for cruises, ferries, and charters.

The role maintains communication with marine crews to ensure boarding information is shared across teams. The supervisor will train agents on reservation systems, manage booth assignments, and support ticketing operations while ensuring safety protocol

Qualifications

• Strong customer service, organization, and interpersonal skills.
• Experience with ticketing or box office software.
• Must be able to effectively understand and convey written and verbal information to coworkers and guests.
• Maintainuniformandpersonalgroomingincompliancewithappearancestandards.

Responsibilities

• Put out daily booth/gate assignments for agents.
• Lead daily pre-shift meetings at all locations.
• Train agents on reservation and scanning platforms with GSM/AGSM.
• Assist guests at ticket locations with sales & information on cruise opportunities.

Skills

Customer service

Organization

Interpersonal skills

Ticketing software

MS Office

Job description

Position Summary:

The role of the Guest Services Supervisor oversees the guest service operations for all experiences around the port. This includes coordinating & serving as a liaison for all vessels. This role will work in conjunction with the Guest Services Manager and Events Team to ensure there is adequate front of house coverage for all cruises, ferries, private charters, group bookings and moonlight cruises. This role will also maintain communication with the marine crew on all vessels to ensure everyone on the Guest Services team and Marine team remain updated on any information relevant to the boarding process.

Duties and Responsibilities:

• Responsible for putting out the daily booth/gate assignments for the agents.
• Lead and participate in daily pre-shift meetings at all locations (in conjunction with Operations crew).
• Work with the Guest Services Manager (GSM) and Assistant Guest Services Manager (AGSM) to train all agents on reservation and scanning platforms.
• Assist guests at all ticket locations with sales transactions and provide information regarding all cruise opportunities.
• Ensure all operating roles are covered – stepping into any role when support is needed (both in the Ticket Office and at the boarding gates).
• Work alongside IT to update equipment in each booth when technical issues occur and implement necessary solutions.
• Responsible for keeping guests informed on any/all safety protocols, both at time of ticket purchase and when guests board at gate.
• When serving as the supervisor on duty, assisting operations with any guest escalations & cruise cancellations.
• Responsible for keeping the booths organized, and ensuring all standard operating procedures are being followed by the team.
• Responsible for ensuring all closing procedures are carried out, including tracking, and securing inventory, as well as maintaining cleanliness of the ticket booths when serving as the supervisor on duty.
• Responsible for providing daily recaps to GSM and AGSM.

Administrative Duties

• Work with the GSM and AGSM to assist with employee relation inquiries and employee performance.
• Support Operations Department with updates to capacity limits and time changes.
• Coordinating the Guest Service representatives schedule for the cruises in conjunction with the GSM and AGSM.
• Participate in weekly team meetings with Management and the Guest Services Team to ensure everyone is up to date on cruise schedules and offerings.

Additional job duties assigned.

Requirements & Qualifications:

• Strong customer service, organization, and interpersonal skills.
• Experience with ticketing or box office software.
• 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.