Waterfront Guest Experience Specialist

Hornblower Corp; Hingham (MA); On-site; USD 25,000 - 33,000; Full time

Job summary

Hornblower Group in the United States seeks a Guest Service Agent to provide excellent customer service at ticket booths and boarding locations along the waterfront. You will welcome guests, up-sell experiences, share cruise schedules, and direct guests to boarding points.

The role requires strong communication, local area knowledge, and comfort with indoor/outdoor work, plus availability for nights, weekends and holidays.

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, detail 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, and suggest solutions.
• Working knowledge of computers, including Microsoft Office Suites.
• Able to understand and convey information to coworkers and guests.
• Maintain uniform and personal grooming in compliance with appearance standards.

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 upsell and cross promote.
• Communicate information to guests regarding cruise offerings, schedules, availability, and directions for getting to the boarding locations.
• Capable of keeping calm in a busy, fast-paced work environment.
• Understand 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.

Skills

Customer service

Sales

Interpersonal skills

Microsoft Office

Job description

Hornblower Group in the United States seeks a Guest Service Agent to provide excellent customer service at ticket booths and boarding locations along the waterfront. You will welcome guests, up-sell experiences, share cruise schedules, and direct guests to boarding points.

The role requires strong communication, local area knowledge, and comfort with indoor/outdoor work, plus availability for nights, weekends and holidays.