Guest Service Agent - Boston Harbor City Cruises

Hornblower Cruises and Events; Provincetown (MA); On-site; USD 10,000 - 60,000; Full time

Job summary

Join a dynamic team as a Guest Service Agent, where you'll provide exceptional customer service at Boston's waterfront. This role is perfect for outgoing individuals who enjoy engaging with diverse guests and thrive in a fast-paced environment. You'll assist with ticket sales, provide directions, and ensure a seamless boarding experience for various exciting cruises. With a focus on creating memorable experiences, this position offers a unique opportunity to work in a vibrant setting while showcasing your customer service skills. If you're ready to make a splash in the tourism industry, this is the perfect fit for you!

Qualifications

• Interest in customer service and sales.
• Strong customer service and organizational skills.

Responsibilities

• Provide excellent customer service at ticket booths.
• Assist with ticket sales and passenger onboarding.
• Communicate information about cruise offerings to guests.

Skills

Customer Service

Sales

Organizational Skills

Interpersonal Skills

Problem-Solving Skills

Attention to Detail

Basic Computer Skills

Communication Skills

Education

High School Diploma or Equivalent

Tools

Microsoft Office Suite

Anchor Reservation Platform

Job description

Description

Boston Harbor City Cruises is seeking a Guest Service Agent for our operation in Boston.

Salary Range: $15.50/hr

About You:

This person will be adaptable, dynamic, and embody City Experiences' RESPECT Service System.

About the Opportunity:

We are currently seeking friendly, upbeat individuals to join our Guest Services Team, responsible for providing excellent support to our customers at our Boston ticket and boarding locations. If you enjoy interacting with people from all over the world, are tech-savvy, and have an outgoing personality, then this could be the role for you. Guest Service agents will be scheduled at various ticketing and boarding locations around the Boston waterfront, supporting experiences such as Whale Watch, Provincetown Fast Ferry, Dining Cruises on the Odyssey and Spirit, among others.

Essential Duties & Responsibilities:

• Provide excellent customer service to all guests visiting our ticket booths and boarding locations.
• Be well-versed in all BHCC products, able to up-sell and cross-promote all experiences.
• Communicate information to guests regarding cruise offerings, schedules, availability, and directions to boarding locations.
• Maintain composure in a busy, fast-paced environment.
• Assist at our three Boston locations (Long Wharf, Rowes Wharf, Seaport) with ticket sales and passenger onboarding.
• Understand and operate Anchor, City Experiences' reservation platform, Dock Access, and ticket redemption systems.
• Provide directions to local points of interest, such as historical sites, restaurants, and attractions.
• Familiarize with third-party partner tickets and redemption processes at box offices and boarding gates.
• Inform guests about safety protocols (e.g., vaccine screening, masks) during purchase and boarding.
• Follow protocols for equipment checkout, transactions, and shift procedures.
• Work indoors and outdoors, greeting guests at ticket booths and boarding locations.
• Perform additional duties as assigned.

Requirements & Qualifications:

• Interest in customer service and sales.
• Ability to retain product information and understand Boston tourism.
• Knowledge of Boston and Waterfront area for giving directions.
• Strong customer service, organizational, and interpersonal skills.
• Highly organized, detail-oriented, and able to meet deadlines.
• Capable of handling multiple tasks simultaneously.
• Ability to establish effective working relationships.
• Effective listening, assessment, and problem-solving skills.
• Proficiency in Microsoft Office Suites and basic computer skills.
• Ability to communicate effectively in writing and verbally.
• Maintain a professional appearance and grooming standards.
• Availability to work nights, weekends, and holidays.

About Us:

City Experiences aims to provide memorable land and water experiences. With over 40 years of success and a portfolio of 25+ brands, we serve over 30 million guests annually. We seek enthusiastic team players who thrive in a communicative, creative, and cooperative environment.

The RESPECT Service System reflects our core values and operating principles, aiming to position us as a global leader in experiences and transportation.

We are an Equal Opportunity Employer that prohibits discrimination and harassment based on race, color, religion, national origin, sex, age, sexual orientation, gender identity or expression, disability, veteran status, or other protected characteristics. We encourage applicants, including those with past records, to apply. We participate in the E-Verify program where applicable.

Equal Opportunity Employer