PT Guest Service Agent - PR Ferry - Metro

Hornblower Group; Detroit (MI); On-site; USD 28,000 - 36,000; Full time

Job summary

Hornblower Group in Detroit seeks a Guest Service Agent to deliver exceptional service at our ticketing and boarding locations along the waterfront. You will be trained on City Experiences products, upsell opportunities, and our Reservation platform.

The role is fast-paced, requires flexibility for nights, weekends and holidays, and offers indoor and outdoor duties at multiple locations. Join a team that values RESPECT and guest satisfaction, with opportunities to learn all aspects of customer

Qualifications

• Interest in learning all aspects of customer service and sales.
• Knowledge of the Waterfront area to give directions to area restaurants and attractions.
• Strong customer service, organization, and interpersonal skills.
• Maintain a high level of organization, detail oriented and meet deadlines.
• Proficient with Microsoft Office Suites.
• Willing to work nights, weekends and on major holidays.

Responsibilities

• Provide excellent customer service at ticket booths and boarding locations.
• Well versed on City Experiences’ products, able to up-sell and cross promote experiences.
• Communicate information to guests regarding cruise offerings, schedules, availability, and directions for getting to boarding locations.
• Keep calm in a busy, fast-paced work environment and follow safety protocols.
• Familiarize yourself with Anchor Reservation platform and Dock Access, ticket redemption system.
• Provide directions to points of interest in the area.
• Understand and manage third-party partner tickets and redemption processes at Box Office and boarding locations.
• Capable of following protocols around equipment checkout, transactions, and opening/closing shift procedures.
• Work indoors and outdoors; flexible to be at ticket booths or greeting guests outside.

Skills

Customer service

Sales skills

Communication

Microsoft Office

Tools

Microsoft Office

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

The Guest Service Agent is responsible for providing excellent support to our customers at our ticket & boarding locations. Guest Service agents will be scheduled at our various ticketing & boarding locating around the waterfront – supporting our various experiences.

Duties And Responsibilities

• Provide excellent customer service to all guests who visit our ticket booths and boarding locations.
• Well versed on all City Experiences’ products, able to up-sell and cross promote all experiences.
• Communicate information to guests regarding cruise offerings, schedules, availability, and directions for getting to the boarding locations.
• Capacity to keep calm in a busy, fast-paced work environment.
• Understanding and familiarity with Anchor, City Experiences’ Reservation platform and Dock Access, City Experiences’ ticket redemption system.
• Provide directions to points of interest in the area, such as historical sites, restaurants, attractions, etc.
• Familiarizing yourself with all third-party partner tickets, with an understanding of the redemption process both at the Box Office and the boarding locations.
• Responsible for keeping guests informed on any safety protocols both at the time of ticket purchase and when guests board at gate.
• Capable of following protocols around equipment checkout, card & cash transactions, and opening/closing shift procedures.
• Indoor & Outdoor Position: Flexibility with working in our ticket booths as well as outside greeting guests at our boarding locations.

Requirements & Qualifications

• A sincere interest in learning all aspects of customer service and sales.
• Knowledge of the Waterfront area (to give directions to area restaurants and attractions).
• Strong customer service, organization, and interpersonal skills.
• 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.
• Maintain uniform and personal grooming in compliance with appearance standards.
• Will be required to be available for work nights, weekends and on all major holidays.

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.