Guest Experience - Guest Experience Supervisor

Hornblower•Catano, PR

About The Position

The Guest Experience Supervisor oversees guest service operations for experiences around the port and serves as a liaison for vessels. Working with the Guest Services Manager (GSM) and Events Team, the supervisor ensures adequate front-of-house coverage for cruises, ferries, private charters, group bookings, and moonlight cruises. The role maintains communication with marine crew so Guest Services and Marine teams stay informed about boarding-related information. The supervisor coordinates booth and gate assignments, leads and participates in pre-shift meetings, helps train agents on reservation and scanning platforms, and assists guests with ticket sales and information. The role supports operations across ticket offices and boarding gates, addresses technical issues with IT, communicates safety protocols, and assists with guest escalations and cruise cancellations when serving as supervisor on duty. It also oversees booth organization, standard operating procedures, closing procedures, inventory tracking and security, and booth cleanliness. Administrative responsibilities include providing daily recaps to the GSM and AGSM, assisting with employee relations and performance matters, supporting updates to capacity limits and schedules, coordinating representative schedules, and attending weekly team meetings. Additional duties may be assigned.

Requirements

Strong customer service, organization, and interpersonal skills.
Experience with ticketing or box office software.
Strong organizational skills, attention to detail, and ability to meet deadlines.
Ability to handle multiple tasks or projects at one time.
Ability to establish and maintain effective working relationships.
Ability to listen effectively, assess situations, identify relevant issues, and suggest solutions.
Working knowledge of computer skills, including proficiency with Microsoft Office Suites.
Ability to understand and communicate 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 GSM and AGSM to train agents on reservation and scanning platforms.
Assist guests at ticket locations with sales transactions and information about cruise opportunities.
Ensure operating roles are covered and step into ticket-office or boarding-gate roles when support is needed.
Work with IT to update booth equipment and implement solutions to technical issues.
Communicate safety protocols to guests when they purchase tickets and board at the gate.
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 booth cleanliness, when serving as supervisor on duty.
Provide daily recaps to the GSM and AGSM.
Assist the GSM and AGSM with employee relations inquiries and employee performance matters.
Support the Operations Department with updates to capacity limits and time changes.
Coordinate Guest Services representative schedules for cruises with the GSM and AGSM.
Participate in weekly meetings with Management and the Guest Services Team to share updates on cruise schedules and offerings.
Perform additional duties as assigned.