Waterfront Guest Experience Specialist

Hornblower Group; Hingham (MA); On-site; USD 36,000 - 48,000; Full time

Job summary

Hornblower Group’s City Experiences division seeks a Customer-Focused Guest Service Agent to support guests at our ticketing and boarding locations along the waterfront. You will greet visitors, answer questions, and ensure a smooth check-in and boarding process.

You will be trained to upsell experiences, inform guests about schedules and routes, and assist with directions while maintaining safety protocols in both indoor and outdoor settings.

Qualifications

• Proven customer service and sales abilities.
• Ability to communicate clearly with guests and teammates.
• Strong organizational skills and attention to detail.
• Demonstrated multitasking skills in a busy environment.
• Proficient with Microsoft Office Suites.

Responsibilities

• Provide excellent customer service at ticket booths and boarding locations.
• Upsell and cross-promote City Experiences products.
• Inform guests about cruise offerings, schedules, availability, and directions.
• Maintain composure in a fast-paced setting.
• Familiarity with Anchor Reservation platform and Dock Access systems.
• Give directions to points of interest and local attractions.
• Explain ticket redemption processes at Box Office and boarding locations.
• Communicate safety protocols at purchase and boarding.
• Handle equipment checkout, card & cash transactions, and opening/closing procedures.
• Work indoors and outdoors as needed.

Skills

Customer service

Sales

Communication

Organization

Multitasking

Microsoft Office

Job description

Hornblower Group’s City Experiences division seeks a Customer-Focused Guest Service Agent to support guests at our ticketing and boarding locations along the waterfront. You will greet visitors, answer questions, and ensure a smooth check-in and boarding process.

You will be trained to upsell experiences, inform guests about schedules and routes, and assist with directions while maintaining safety protocols in both indoor and outdoor settings.