Guest Experience - Assistant Manager Guest Experience

Hornblower•Boston, MA

2d•Onsite

About The Position

The Assistant Guest Services Manager supports all aspects of the Guest Experience Team. This role involves working with Guest Services Supervisors to train representatives on the ticketing platform across port locations and coordinating schedules to support port operations. The position ensures all operating roles are covered, stepping in when needed at ticket booths and boarding locations. It also involves assisting guests with sales transactions, providing information on upselling cruise opportunities, and informing guests about safety protocols. When acting as manager on duty, the role assists operations with guest escalations and cruise cancellations, and supports the Operations Department with system updates regarding capacity, timing, locations, and cancellations. Additionally, the role assists with personnel scheduling, time and attendance, ensuring compliance with company policies, and collaborating with management on budgetary guidelines. The Assistant Guest Services Manager also assists with recruiting, hiring, training, and retaining staff, and resolves personnel issues in conjunction with the Guest Services Manager and Human Resources.

Requirements

1–2-year experience in a customer service-related role.
Experience with ticketing or box office software.
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.

Nice To Haves

Bachelor’s Degree preferred.
1 year of Supervisor/ Management Experience preferred, but not required.

Responsibilities

Ensure all operating roles are covered – stepping into any role when support is needed both at the ticket booth and the boarding locations.
Work with the Guest Services Supervisors to train all agents on reservations and scanning platforms for all locations.
Assist guests at port Locations with sales transactions and provide information on upselling cruise opportunities.
Responsible for keeping guests informed on any safety protocols both at time of ticket purchase and when guests board at gate.
When serving as manager on duty, assisting operations with any guest escalations & cruise cancellations.
Support Operations Department with updates to capacity limits, time changes, location changes and cancellations within the ticketing system.
Assists with maintaining the proper scheduling of all guest services personnel, ensuring optimal coverage.
Assist with time and attendance for personnel, including time off requests and approvals, ensuring accuracy and compliance to maintain efficient staffing levels.
Ensure that direct reports meet company standards based on their individual job descriptions and areas of responsibility.
Works to ensure compliance with all company policies.
Assists Guest Services Manager and Human Resources Department to help handle and resolve personnel issues.
Assists the Guest Services Manager, Human Resources and Talent Acquisitions team to recruit, hire, train, and retain all staff within the port.
Collaborate with management to ensure budgetary guidelines are met.
Additional job duties assigned.