Job Description
Hornblower Group is a global leader in experience and transportation. Spanning a 100-year history, Hornblower Group’s portfolio of international offerings includes water- and land-based experiences and ferry and transportation services. City Experiences, Hornblower Group’s premier experience division, offers dining and sightseeing cruises and walking and food tours through the City Cruises, Walks, and Devour brands. City Ferry, part of Hornblower Group’s Ferry and Transportation Division, is the largest private operator of high-speed passenger and vehicle ferries in the United States, carrying more than 10 million passengers annually and operating services including NYC Ferry, Puerto Rico Ferry, and other regional ferry systems . 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 full-service shipping, waterfront logistics and management company that specializes in the operation and maintenance of government and commercial 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 Guest Service Supervisor will lead up 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 Ferry serves. Duties And Responsibilities Consistently offer professional, friendly, and engaging service. Assist with all Rider 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. 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 Riders. 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 Requirements & Qualifications Position requires working on the Ceiba, Vieques, and Culebra waterfront. Previous experience in ferry, transit, hospitality, or attraction industry preferred. Experience working in customer service, retail, or visitor services a plus. 3 years’ experience as a supervisor or manager preferred The RESPECT Service System embodies our mission, vision, values and operating principles. By creating a company culture that puts RESPECT at its core, we believe it will drive us to achieve our goal of becoming a Global Experiences and Transportation Leader. EEO / Disabled / Protected Veteran Employer. Hornblower is proud to be an Equal Employment Opportunity employer. We offer equal employment opportunities to all qualified individuals and prohibit discrimination and/or harassment of any