Guest Experience - Security Officer

Hornblower Group; San Francisco (CA); On-site; USD 25,000 - 39,000; Full time

Job summary

Hornblower Group in San Francisco seeks a Security/Safety Agent to ensure guest and employee safety, manage crowd flow, and serve as the primary brand ambassador in the landing area and on vessels.

Responsibilities include monitoring behavior, reporting incidents, directing parking and drop-off policies, and delivering excellent service while upholding security protocols in a dynamic waterfront environment.

Qualifications

• 1 year Customer Service Experience Required
• Security Card/ Certification Preferred
• TWIC – Transportation Works Identification Card required, or ability to obtain
• Security, Law Enforcement and/or Military Experience Preferred
• Excellent Writing, including Report Writing, Skills Preferred
• Open schedule and ability to work any assigned schedule, including holidays and weekends
• Ability to work a shift that may start as early as 7:00 am or end as late as 12:00 am. Shifts are 8 hours.

Responsibilities

• Ensure safety and security for guests and employees; assess behavior and respond to threats per management standards.
• Direct parking access and provide parking information to guests.
• Communicate drop-off/pick-up policies with bus drivers.
• Assist guests by guiding them through lines for tickets, scanners, photos, and gates.
• Provide incident and daily shift reports as requested by management.
• Rotate among stations including landing, exterior, and interior areas per schedule.
• Answer questions posed by guests and assist as needed.

Skills

Customer Service

Security Awareness

Crowd Control

Incident Reporting

Shift Flexibility

Tools

TWIC Card

Security Card

Job description

Hornblower Groupis a global leader in experienceand transportation.Spanning a 100-year history, Hornblower Group’s portfolio of international offerings includes water- and land-based experiences and ferry and transportation services. City Experiences, Hornblower Group’s premier experience division, offers dining and sightseeing cruises and walking and food tours through the City Cruises, Walks, and Devour brands. City Ferry, part of Hornblower Group’s Ferry and Transportation Division, is the largest private operator of high-speed passenger and vehicle ferries in the United States, carrying more than 10 million passengers annually and operating services including NYC Ferry, Puerto Rico Ferry, and other regional ferry systems.Hornblower Group’s subsidiaries include Hornblower Marine, which provides vessel outhaul and maintenance services at Bridgeport Boatworks in Bridgeport, Connecticut, and Seaward Services, Inc., a full-service shipping, waterfront logistics and management company that specializes in the operation and maintenance of government and commercial vessels.Additionally, Anchor Operating System, LLC, a Hornblower Group subsidiary and independent entity,provides reservation, ticketing and website integration services for clients in the transportation, tourism and entertainment industries. Today, Hornblower Group’s global portfolio covers over 10 countries, over 50 U.S. cities and serves more than 20 million guests annually. Headquartered in Orlando, Florida, Hornblower Group’s additional corporate offices reside in San Francisco, California; Boston, Massachusetts; Chicago, Illinois; London, United Kingdom; New York, New York; Dublin, Ireland; and across Ontario, Canada. For more information, visit hornblowercorp.com.

Position Summary

While using excellent customer service skills, this position simultaneously ensures the security and safety of employees and guests and maintains crowd control. The Security/Safety agent is the predominant presence in the Landing area and has the responsibility to represent the company and provide the highest degree of customer service in all situations and interactions with both the guest and non-guest public. The Security/Safety agent is the first responder to all incidences and emergency situations on the landing and as needed on the vessels. In addition, ensures the safe and efficient movement of cars, shuttles and buses in and out of company parking lot.

Duties And Responsibilities

• To ensure safety and security for guests and employees, assesses behavior, identifies suspicious activity and potential threats and responds according to standards set forth by management.
• Ensures cars using parking lot have authority to do so. Provides parking information for guests who need to park.
• Communicates drop off and pick up policy with bus drivers transporting groups.
• Helps queue guests into various lines, e.g., tickets, scanners, photos, gate.
• Provides reports as requested by management, such as daily shift logs, incident reports.
• Following a schedule or at management’s direction, rotates among various stations including patrolling the landing, outside and inside.
• Answer questions posed by guests.
• Additional job duties as assigned.

Requirements & Questions

• 1 year Customer Service Experience Required
• Security Card/ Certification Preferred
• TWIC – Transportation Works Identification Card required, or ability to obtain
• Security, Law Enforcement and/or Military Experience Preferred
• Excellent Writing, including Report Writing, Skills Preferred
• Open schedule and ability to work any assigned schedule, including holidays and weekends
• Ability to work a shift that may start as early at 7:00 am or end as late as 12:00 am. Shifts are 8 hours.

#AlcatrazCityCruises

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

The RESPECT Service System embodies our mission, vision, values and operating principles. By creating a company culture that puts RESPECT at its core, we believe it will drive us to achieve our goal of becoming a Global Experiences and Transportation Leader.

EEO / Disabled / Protected Veteran Employer. Hornblower is proud to be an Equal Employment Opportunity employer. We offer equal employment opportunities to all qualified individuals and prohibit discrimination and/or harassment of any type, including but not limited to discrimination and or harassment based upon race, religion, religious creed, color, national origin, ancestry, citizenship, sex, sexual orientation, gender, gender identity, gender expression, age, pregnancy or relation medical conditions, childbirth, breastfeeding, parental status, veteran and/or military status, disability (physical or mental), medical condition, genetic information or characteristics, political affiliation, domestic violence survivor status, marital status, or other characteristics prohibited by federal, state, or local law. Additionally, as a federal, state, and local contractor, Hornblower complies with government regulations, including affirmative action responsibilities for qualified individuals, where and as they apply. The company also participates in the E-Verify program in certain locations.