Guest Experience - Guest Experience Agent

Hornblower Group Inc.•San Juan, PR

20h

About The Position

The Guest Experience Agent provides customer support at ticket booths and boarding locations across the waterfront, supporting City Experiences’ offerings. The role provides information about cruises and other experiences, helps guests with ticket purchases and redemption, and supports a safe, organized guest experience. It may be performed indoors in ticket booths or outdoors greeting guests at boarding locations.

Requirements

Sincere interest in learning customer service and sales.
Knowledge of the Waterfront area to provide directions to restaurants and attractions.
Strong customer service, organizational, and interpersonal skills.
Maintain organization, attention to detail, and meet deadlines.
Ability to handle multiple tasks or projects at once.
Ability to establish and maintain effective working relationships.
Effective listening and ability to assess situations, identify relevant issues, and suggest solutions.
Working computer skills, including proficiency with Microsoft Office Suites.
Ability to understand and convey written and verbal information effectively to coworkers and guests.
Maintain uniform and personal grooming in compliance with appearance standards.
Availability to work nights, weekends, and all major holidays.

Responsibilities

Provide excellent customer service to guests at ticket booths and boarding locations.
Learn City Experiences’ products and up-sell and cross-promote experiences.
Inform guests about cruise offerings, schedules, availability, and directions to boarding locations.
Remain calm in a busy, fast-paced work environment.
Use Anchor, City Experiences’ reservation platform, and Dock Access, its ticket redemption system.
Give directions to nearby points of interest, including historical sites, restaurants, and attractions.
Learn third-party partner tickets and their redemption processes at the Box Office and boarding locations.
Keep guests informed about safety protocols when they purchase tickets and board.
Follow procedures for equipment checkout, card and cash transactions, and opening and closing shifts.
Work in ticket booths and outdoors greeting guests at boarding locations as needed.