Concessions & Guest Experience Supervisor

For over 27 years, Harbor Breeze Cruises has been a premier provider of public whale-watching tours, harbor cruises, and private charters in Southern California. Our company is dedicated to providing an incredible guest experience on some of California’s most scenic harbors and the incredible Pacific Ocean. Our team is dedicated to marine education, environmental conservation, and delivering exceptional experiences to guests from all over the world.

About The Role

The Concessions & Guest Experience Supervisor oversees the daily operations of ticketing and concessions, ensuring an exceptional guest experience and efficient, organized front-line service. This position leads the guest services team, supports revenue goals, maintains quality standards, and upholds safety and service protocols. You must be available to work weekends and holidays.

Pay $25.00 - $27.00

What You'll Do

Guest Services Management

• Supervise daily ticket booth and concessions operations to ensure smooth service.
• Lead customer service initiatives, addressing guest concerns and resolving issues promptly.
  
  

Staff Supervision & Development

• Manage and support Ticket Booth Leads, Ticket Agents, and Concessions staff.
• Ensure staff are knowledgeable about services, pricing, promotions, and safety procedures.
  
  

Crew Leadership & Scheduling

Go Beyond Managing — Inspire

• Recruit, hire, train, and inspire a high-performing concession crew that delivers exceptional guest service on every sailing.
• Build and manage crew schedules across all vessels, ensuring optimal staffing by sailing type, guest count, and season.
• Foster a team culture rooted in hustle, pride, and ownership — you’re not above working the bar, restocking shelves, or jumping on the register.
• Conduct regular performance coaching, set clear expectations, and develop crew members into future leaders.
• Build a team that doesn’t just show up — they show out. Create an environment where people love coming to work and push each other to be their best.
  
  

Operational Coordination

• Collaborate with Operations, Sales, and Accounting teams to ensure accurate trip logistics and financial reporting.
  
  

Administrative & Financial Duties

• Submit operational reports and staff updates to the General Manager.
• Track and report guest feedback, operational challenges, and improvement opportunities.
  
  

Special Event Support

• Assist with planning, staffing, and guest services for port tours, special events, and charter activities.
• Represent Harbor Breeze Cruises at external events and community functions when needed.
  
  

Product Evolution & Innovation

Go Beyond the Expected

• Build and continuously evolve the onboard concession program — menus, merchandise lines, photo packages, branded items, seasonal offerings, and surprise-and-delight moments.
• Research trends in hospitality, tourism, and experiential retail to keep offerings fresh, creative, and ahead of the curve.
• Source and negotiate with vendors and suppliers to secure quality products at the best possible cost.
• Develop and launch new revenue categories — think sunset cocktail packages, whale watching photo bundles, branded apparel collections, premium snack boxes, kids’ discovery kits, and beyond.
• Lead the concession buildout strategy for El Escudo, the flagship 350-guest vessel launching in 2026.
• Challenge every assumption about what a guest concession experience can be — if no one in the industry is doing it yet, even better.
  
  

Inventory Control & Cash Management

Go Beyond Good Enough

• Implement and maintain inventory management systems — ordering, receiving, storage, waste tracking, and shrinkage prevention.
• Establish par levels by product and vessel; ensure every sailing is fully stocked and nothing goes to waste.
• Own all cash handling procedures, point-of-sale management, and end-of-shift reconciliation processes.
• Develop and enforce controls that protect company assets and ensure financial accuracy.
• Treat every dollar like it matters — because it does — and build systems tight enough to scale as we grow.
  
  

Safety & Compliance

Go Beyond the Minimum

• Ensure all concession operations meet or exceed U.S. Coast Guard, health department, and company safety standards.
• Maintain food safety certifications and ensure crew compliance with safe food handling, alcohol service (RBS), and sanitation protocols.
• Conduct regular safety audits of concession areas, equipment, and storage across all vessels.
• Keep all permits, licenses, and inspection documentation current and organized.
• Set the standard so high that compliance isn’t a checkbox — it’s a point of pride.
  
  

Additional Duties

• Perform other responsibilities as assigned by the General Manager to support company goals.
  
  

Qualifications

• 3–5 years of experience in guest services, concessions, food & beverage, or hospitality operations.
• 2 years in a supervisory or team lead role.
• Experience with cash handling, POS systems, and daily reconciliation.
• Experience with inventory management, ordering, and vendor relations.
• Strong leadership skills with a track record of building and developing teams.
• Excellent communication and problem-solving skills.
• Ability to work a flexible schedule including weekends, holidays, and early mornings.
• California Food Handler certification (or ability to obtain within 30 days).
• Responsible Beverage Service (RBS) certification (or ability to obtain within 30 days).
  
  

Harbor Breeze Cruises is committed to providing equal opportunity in all employment practices, including, but not limited to, selection, hiring, promotion, transfer, and compensation, to all qualified applicants and employees without regard to age, race, color, national origin, ancestry, sex, sexual orientation, gender identity, gender expression, religion, marital status, disability, pregnancy, medical condition, military or veteran status, citizenship status, or any other category protected by law.

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