Guest Experience - Guest Experience Ambassador

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

About us:

City Experiences’ passion is to provide amazing experiences on land and water. Our 40-year success through organic growth and acquisitions has resulted in a portfolio of over 25 brands that welcome upwards of 30 million guests/riders annually. If you’re an enthusiastic team player who thrives in an environment where communication, creativity, and cooperation are encouraged, this may just be the opportunity for you.

About You

The right person will be adaptable, dynamic, and embody City Experiences’ RESPECT Service System.

About The Opportunity

The Port Ambassador will drive the commercial opportunity of the ticket booth and surrounding areas, capturing potentials guests that are in the area. The ultimate responsibility of this position is to increase on-site ticket sales, merchandise sales in addition to other partner opportunities as they present themselves.

Duties And Responsibilities

Revenue Generation:

• Serves as point person in generating walk up sales, both in front of the ticket booth in addition to nearby areas with high foot traffic.
• Successfully persuades guests to purchase tickets, merchandise, and any other opportunities that exist within the specific ticket booth.
• Exhibits ability to bounce back quick from receiving a no, with the understanding that the success of the role is partially predicated on conversing with as many potential guests as possible.
• Upsells clients to higher value items if possible, including existing guests that may have already made a purchase.
• Following the conclusion of your shift, run reporting that reflects sales during that period, which are to be delivered to your supervisor for commission processing.
  
  

Operating Standards

• Assists in overseeing ticket booth presentation, including the appearance of the ticket booth itself in addition to the personnel that work within the ticket booth.
• Ensures no hand-written signage.
• Wipes clean guest facing surfaces glass/countertops several times during shift.
• Maintains proper dress attire, including wearing of selling merchandise to further attract and increase chance of sales to a guest.
• Enforces City Cruises standard of a no cell phone policy during work hours.
• Ensures that the ticket booth is clear of clutter; all surfaces are clean and presentable to walk up guests.
• Regular monitors guest engagement from the ticket booth staff, including proper eye contact and a positive attitude.
  
  

Operational

• Address guests by name and recognize their special occasions.
• Explain products or services and prices and answer questions from customers.
• Collect outstanding balances for reservations and collect payment vouchers from third party.
• Additional job duties as assigned.
  
  

Requirements & Qualifications

• High school diploma or equivalency is required.
• A minimum of 1 year customer service experience in a direct selling role preferred.
• Previous sales experience is preferred, especially in a customer-facing setting.
• Cash handling experience preferred.
• Must meet minimum state age requirements.
• Strong customer service, organization, and interpersonal skills.
• Maintain a high level of organization, detailed oriented, and meet deadlines.
• Handle multiple tasks/projects at one time.
• Establish and maintain effective working relationships as required by job responsibility.
• Listen effectively, assess the situation, determine relevant issues, and suggest solutions.
• Have a working knowledge of computer skills, including but not limited to proficiency with Microsoft Office Suites.
• Must be able to effectively understand and convey written and verbal information to coworkers and guests.
• Maintain uniform and personal grooming in compliance with appearance standards.
• Will be required to be available for work nights, weekends and on all major holidays.
  
  

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 type, including but not limited to discrimination and or harassment based upon race, religion, religious creed, color, national origin, ancestry, citizenship, sex, sexual orientation, gender, gender identity, gender expression, age, pregnancy or relation medical conditions, childbirth, breastfeeding, parental status, veteran and/or military status, disability (physical or mental), medical condition, genetic information or characteristics, political affiliation, domestic violence survivor status, marital status, or other characteristics prohibited by federal, state, or local law. Additionally, as a federal, state, and local contractor, Hornblower complies with government regulations, including affirmative action responsibilities for qualified individuals, where and as they apply. The company also participates in the E-Verify program in certain locations.