Front Desk Supervisor at Hornblower Group, Inc in Youngstown, New York

Posted in Transportation 5 days ago.

Type: Full-Time





Job Description:

City Experiences is seeking a Front Desk Supervisor  for our Niagara Jet City Cruises operation in Youngstown, NY.


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 the Opportunity:


*Please note this is a Seasonal- Full Time Opportunity*


The Front Desk Supervisor will lead the Guest Services team and will set the tone for our Front Desk Agents who are out eyes, ears, and friendly faces in the gift shop and at the reservations deck. The Supervisor will be able to act as and train others as Front Desk Agents and will act as a ticket agent, customer service representative, concessionaire, and ambassador to the many guests looking to enjoy our excursions. They are responsible for selling tickets, checking-in guests, selling and maintaining merchandise, answering phones, communicating with the Marine Ops team regarding all excursions, and ensuring all TVs are on and playing the proper videos. All Front Desk Supervisors provide a high level of customer service to all guests.


About You:


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


Essential Duties & Responsibilities:



  • Manage staff / front desk.

  • Train Front Desk Agents appropriately and as required.

  • Coordinate closing tasks to staff members.

  • Manage Front Deck Agents weekly/monthly schedules.

  • Cover shifts on a temporary basis when needed.

  • Make staffing change recommendations as needed.

  • Give feedback during Front Desk Agent performance reviews.

  • Oversee daily operations and enforce policies and procedures (for example: agents in proper uniform, following rules and regulations, doing described duties properly, boats on time, reporting)

  • Consistently offer professional, friendly and engaging service.

  • Assist with all guests needs.

  • Making general announcements to waiting passengers.

  • Ensuring all passengers have a pleasant experience.

  • Manage refunds, customer service issues, staffing issues, etc.

  • Managing and resolving passenger complaints.

  • Act as ambassador who promotes all City Experiences.

  • Manage vessel cameras for guest pictures and ensure media is uploaded.

  • Maintain quality and aesthetics of gift shop.

  • Assist with troubleshooting equipment repair.

  • Communicating with Marine Ops regarding reservations and guest status or other information.

  • Manning the reservation desk during hours of operation.

  • Prepare, give out, manage and collect starting banks.

  • Set up and break down of ticketing cash drawer, filling out paperwork related to ticket sales.

  • Assist in general cash handling duties.

  • Prepare deposits for pick up.

  • Review and manage end of shift paperwork done by Front Desk Agents for accuracy or any issues.

  • Selling excursion tickets via cash or credit card.

  • Selling merchandise in the gift shop.

  • Must be able to handle money and merchandise 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.

  • Contribute to the quality team with suggestions and observations that might improve service

  • 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.

  • Knowing and communicating information about the excursion service, including rules, regulations, and basic knowledge about the experience.

  • This position may require the ability to stand for long periods of time.

  • 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.

  • Understand and follow all RESPECT procedures that relate to your job duties.

  • Work with a “safety-first” attitude.

  • Minimize your impact on the environment when at work.

  • Treat our customers with RESPECT at all times.

  • Advise Supervisor or Human Resources any changes of name, address, or work status as it affects your compensation, benefits, or employment.

  • Accurately complete all documentation including payroll, time sheets, revenue reports, paperwork, and invoices on a timely basis.

  • Know and understand internal policy and external regulatory requirements that relate to your position and department.

  • Additional Job Duties as assigned

 


Requirements & Qualifications:



  • Previous experience in ferry, transit, hospitality, or attraction industry preferred.

  • Experience working in customer service, retail, or visitor services a plus.

  • Standing, bending, stooping, and lifting weights up to and including 60 lbs. may be required. 

  • A hospitable service atmosphere must be projected at all times.

 


The RESPECT Service System embodies City Experiences’ 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.


City Experiences is proud to be an Equal Employment Opportunity and Affirmative Action employer. We 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. Additional, City Experiences participates in the E-Verify program in certain locations.


Pursuant to applicable State and local laws, including but not limited to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Experience

Preferred
  • Previous experience in ferry, transit, hospitality, or attraction industry preferred.

See job description