Guest Experience Agent - Alcatraz Cruises

Hornblower•San Francisco, CA

1d•Onsite

About The Position

The Guest Service Agent is responsible for selling tickets to Alcatraz Island, assisting with scanning tickets, loading and off-loading vessels, troubleshooting guest ticketing issues, and providing excellent customer service. This role involves direct interaction with guests, handling transactions, and providing information about Alcatraz Island and local attractions.

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

Greets guests upon checking in at the ticket booth
Assists guests with purchasing tickets or locating and printing tickets for those who are unable to provide a QR Code or Confirmation of their booking
Execution of responsible cash handling and proper point of sale processes is required when assigned to point of sale and ticketing systems for processing transactions
Dropping cash banks responsibly as required when working with cash banks, point of sale
Processes rescheduling or refunding tickets for guests, as needed, with management approval
Upsells card products
Scans tickets prior to entering queue
Assists with loading and off-loading of guests
Answers questions concerning fares, routes, schedules, and reservations
Answers questions regarding Alcatraz Island and other local attractions
Follows all National Park Service directives, and Alcatraz Island policies
Performs other duties as assigned