Guest Experience - Guest Experience Supervisor

Hornblower Group Inc.•Cataño, PR

21h

About The Position

The Guest Experience Supervisor oversees guest service operations for all experiences around the port and serves as a liaison for vessels. The role works with the Guest Services Manager and Events Team to ensure adequate front-of-house coverage for cruises, ferries, private charters, group bookings, and moonlight cruises. The supervisor maintains communication with marine crews so Guest Services and Marine teams stay informed about boarding-related information. The position also supports daily guest service operations, agent training, staffing and scheduling, ticketing, safety communications, equipment troubleshooting, and guest escalations. When serving as supervisor on duty, the role helps ensure that operating procedures, closing processes, inventory tracking, and booth cleanliness are maintained, and provides daily recaps to Guest Services management.

Requirements

Strong customer service, organization, and interpersonal skills.
Experience with ticketing or box office software.
Strong organization and attention to detail, with the ability to meet deadlines.
Ability to handle multiple tasks or projects simultaneously.
Ability to establish and maintain effective working relationships.
Ability to listen effectively, assess situations, identify relevant issues, and suggest solutions.
Working knowledge of computers, 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

Prepare and distribute daily booth and gate assignments for agents.
Lead and participate in daily pre-shift meetings at all locations with Operations crew.
Work with the Guest Services Manager and Assistant Guest Services Manager to train agents on reservation and scanning platforms.
Assist guests at ticket locations with sales transactions and information about cruise opportunities.
Ensure all operating roles are covered and step into roles in the Ticket Office or at boarding gates when needed.
Work with IT to update booth equipment and resolve technical issues.
Inform guests about safety protocols at ticket purchase and boarding.
Assist Operations with guest escalations and cruise cancellations when serving as supervisor on duty.
Keep booths organized and ensure the team follows standard operating procedures.
Ensure closing procedures are completed, including tracking and securing inventory and maintaining ticket booth cleanliness, when serving as supervisor on duty.
Provide daily recaps to the Guest Services Manager and Assistant Guest Services Manager.
Work with the Guest Services Manager and Assistant Guest Services Manager on employee relation inquiries and employee performance.
Support the Operations Department with updates to capacity limits and time changes.
Coordinate Guest Services representatives’ cruise schedules with the Guest Services Manager and Assistant Guest Services Manager.
Participate in weekly meetings with Management and the Guest Services Team to share updates on cruise schedules and offerings.
Perform additional duties as assigned.