Guest Experience Agent - Alcatraz Cruises

Hornblower Group Inc.•San Francisco, CA

20h•Onsite

About The Position

Hornblower Group is a global leader in experience and transportation, with a 100-year history and a portfolio spanning water- and land-based experiences and ferry services across over 10 countries and 50 U.S. cities. The Guest Service Agent's primary responsibilities include selling tickets to Alcatraz Island, assisting with scanning tickets, facilitating the loading and off-loading of vessels, resolving guest ticketing issues, and consistently delivering excellent customer service.

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.