Guest Experience Lead — Training, Scheduling & Ops

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

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