Guest Service Agent - Puerto Rico Ferry - Metro

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 Agents are the eyes, ears, and friendly faces on the ground at each of our terminal locations. Agents will act as ticket agents, customer service representatives, concessionaire and ambassador to the many passengers exploring the unique neighborhoods that Ferry serves. The are responsible for selling tickets, answering questions, and managing queues

Duties And Responsibilities

• Ensuring all passengers have a pleasant experience and are informed about the different ways to purchase tickets (either via Ticket Vending Machines, our Mobile App, or through Rider Service Agents).
• Must be able to handle money and tickets accurately and responsibly and effectively handle cash and credit card sales in high volume and quick-paced environment.
• Responsible for accurate cash counts and deposits.
• Promote the Mobile Ticketing App.
• Act as ambassador who promotes all things ferry.
• Knowing and communicating information about the ferry service, including rules, regulations, and basic knowledge about the neighborhood where assigned.
• Most positions require working alone, but some may require working with a partner.
• Contacting managers with information regarding any major ferry delays, incidents, or passenger complaints.
• Set up and break down of ticketing cash drawer, filling out paperwork related to ticket sales.
• Communicating with other Guest Service Agents in other locations regarding vessel delays or other information.
• Making general announcements to waiting passengers.
• Maintaining a manageable queue for waiting passengers.
• Assisting customers when boarding the vessel in order to ensure that they have correct tickets and are aware of the direction they will be traveling on each vessel.
• Manning the ticket window or location during hours of operation.
• Selling ferry tickets via cash or credit card.
• This position may require the ability to stand for long periods of time and work outdoors in all weather conditions.
• 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 water front.
• Previous experience in ferry, transit, hospitality, or attraction industry preferred.
• Experience working in customer service, retail, or visitor services a plus.
  
  

#PuertoRicoFerry

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.