Guest Experience Agent - Alcatraz Cruises
About The Position
Hornblower Group is a global leader in experience and transportation with a 100-year history. Their premier experience division, City Experiences, offers dining and sightseeing cruises and walking and food tours. City Ferry is the largest private operator of high-speed passenger and vehicle ferries in the United States. Hornblower Group's subsidiaries include Hornblower Marine, Seaward Services, Inc., and Anchor Operating System, LLC. With operations in over 10 countries and serving more than 20 million guests annually, Hornblower Group is headquartered in Orlando, Florida, with additional corporate offices in several major cities globally.
Requirements
- 2 years' customer service experience
- Excellent verbal and written communication skills, including conflict resolution skills
- Knowledge of Microsoft Office programs required
- Must possess a TWIC Card (Transportation Workers Identification Card) or have the ability to obtain one
- Open schedule and ability to work any assigned schedule, including holidays and weekends
- Ability to work a shift that may start as early at 7:15 am or end as late as 8:30 pm. Shifts are 8 hours.
Nice To Haves
- Knowledge of another language in addition to English is preferred
Responsibilities
- Sell tickets to Alcatraz Island
- Assist with scanning tickets, loading and off-loading of vessels
- Troubleshoot any guest ticketing issues
- Provide excellent customer service
- Greet guests upon checking in at the ticket booth
- Assist guests with purchasing tickets or locating and printing tickets for those who are unable to provide a QR Code or Confirmation of their booking
- Execute responsible cash handling and proper point of sale processes
- Drop cash banks responsibly
- Process rescheduling or refunding tickets for guests, as needed, with management approval
- Upsell card products
- Scan tickets prior to entering queue
- Assist with loading and off-loading of guests
- Answer questions concerning fares, routes, schedules, and reservations
- Answer questions regarding Alcatraz Island and other local attractions
- Follow all National Park Service directives, and Alcatraz Island policies
- Perform other duties as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
