Guest Experience Supervisor - Ferry & Cruise Ports

Hornblower Group; Detroit (MI); On-site; USD 22,000 - 33,000; Full time

Job summary

Hornblower Group in Detroit is seeking a Guest Services Supervisor to oversee guest service operations across cruises, ferries, private charters and group bookings. You will coordinate front-of-house coverage, liaise with marine crews, and ensure smooth boarding processes.

You will work with the Guest Services Manager and Events Team to maintain safety, uphold SOPs, and provide timely updates to crews. This role requires flexibility for nights, weekends, and holidays.

Qualifications

• Strong customer service, organization, and interpersonal skills.
• Experience with ticketing or box office software.
• Ability to manage multiple tasks and meet deadlines.

Responsibilities

• Coordinate daily booth/gate assignments for agents.
• Lead pre-shift meetings with Operations crew.
• Train agents on reservation and scanning platforms with GSM/AGSM.
• Assist guests at ticket locations with sales and information on cruises.
• Ensure coverage of all operating roles and support when needed.
• Collaborate with IT to update equipment and resolve tech issues.
• Communicate safety protocols to guests during purchase and boarding.
• Handle guest escalations and cruise cancellations as supervisor on duty.
• Maintain organized booths and adherence to SOPs.
• Oversee closing procedures, inventory control, and cleanliness.
• Provide daily recaps to GSM and AGSM.

Skills

Customer service

Organizational skills

Interpersonal skills

Multitasking

Effective communication

Tools

Ticketing software

Box office software

Microsoft Office

Job description

Hornblower Group in Detroit is seeking a Guest Services Supervisor to oversee guest service operations across cruises, ferries, private charters and group bookings. You will coordinate front-of-house coverage, liaise with marine crews, and ensure smooth boarding processes.

You will work with the Guest Services Manager and Events Team to maintain safety, uphold SOPs, and provide timely updates to crews. This role requires flexibility for nights, weekends, and holidays.