Rider Services Supervisor - NYC Ferry

Hornblower Group Inc.•New York, NY

About The Position

Hornblower Group is a global leader in experiences and transportation. Spanning a 100-year history, Hornblower Group’s portfolio of international offerings includes water-based experiences (dining and sightseeing cruises), land-based experiences (walking and food tours) and ferry and transportation services. City Experiences, Hornblower Group’s premier experience division, offers land- and water-based experiences as well as ferry and transportation services. Hornblower Group’s subsidiaries include Hornblower Marine, which provides vessel outhaul and maintenance services at Bridgeport Boatworks in Bridgeport, Connecticut, and Seaward Services, Inc., a marine services company specializing in the operation, maintenance and repair of government and privately owned vessels. Additionally, Anchor Operating System, LLC, a Hornblower Group subsidiary and independent entity, provides reservation, ticketing and website integration services for clients in the transportation, tourism and entertainment industries. Today, Hornblower Group’s global portfolio covers over 10 countries, over 50 U.S. cities and serves more than 20 million guests annually. Headquartered in Orlando, Florida, Hornblower Group’s additional corporate offices reside in San Francisco, California; Boston, Massachusetts; Chicago, Illinois; London, United Kingdom; New York, New York; Dublin, Ireland; and across Ontario, Canada. For more information, visit hornblowercorp.com. Position Summary: The Rider Services Supervisor will lead our Rider Services Team, encompassing our ticketing and concessions departments. The Supervisor will help set the tone for our Rider Services Agents, who are our eyes, ears, and friendly faces on the ground at each of our terminal locations. The Supervisor will be able to act as and train others as a ticket agent, customer service representative, concessionaire, and ambassador to the many passengers exploring the unique neighborhoods that NYC Ferry serves. Bonus potential.

Requirements

High School Diploma or equivalent
Previous experience in ferry, transit, hospitality or attraction industry
Experience working in customer service, retail, or visitor services

Nice To Haves

3 years’ experience as a supervisor or manager preferred

Responsibilities

Consistently offer professional, friendly and engaging service.
Assist with all guest needs.
Manage Rider Services Agents' weekly/monthly schedules at various locations.
Enforce company policies, rules, and regulations and enact disciplinary actions when necessary.
Train Rider Services Agents appropriately.
Give feedback during Rider Services Agent performance reviews.
Communicate clearly with management about any issues that need attention.
Use forethought to anticipate issues that may arise and use creative thinking to suggest solutions.
Make staffing change recommendations as needed.
Review and manage end of shift paperwork done by Rider Services Agents for accuracy or any issues.
Make cash deposits.
Maintain ticketing “home base” and ensure correct equipment is in use and facility is in working order, clean, and organized.
Fill-in on a temporary basis for any Agents' shifts that need coverage.
See to Ticket Vending Machine maintenance.
Daily and weekly reports concerning ridership numbers, passenger information and staffing expenses.
Demonstrate RESPECT Values and QUEST Hospitality Behaviors with internal and external guests.
Hold yourself and all employees accountable to the Environmental, Safety, Security and Quality Respect and SMS systems of the organization and work to support the HSSQE team to implement such systems, plans and control of records and documentation
Additional job duties as assigned.