Guest Services Manager at Hornblower Cruises and Events, LLC in Boston, Massachusetts

Job Description:

City Experiences is seeking a Guest Services Manager for our Boston Harbor City Cruises operation in Boston.

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:

City Experiences is seeking a Guest Services Manager for our Boston Harbor City Cruises operation in Boston. The role of the Guest Service Manager (GSM) is to oversee Boston Harbor City Cruises (BHCC) Guest Services department and its team of Dock Concierges to ensure overall guest satisfaction.

About You:

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

Essential Duties & Responsibilities:

 

The role of the Guest Service Manager (GSM) is to oversee Boston Harbor City Cruises (BHCC) Guest Services department and its team of Dock Concierges to ensure overall guest satisfaction.  The GSM works in close coordination with the Ticket Office Manager and serves as a liaison and support to our satellite locations in Provincetown. The Guest Service Manager hires, trains, and schedules the Dock Concierges that greet guests and scan tickets at cruise boarding locations in Boston.  Daily duties include serving as the primary guest service leader at Long Wharf (BHCC’s primary location): assisting guests with boarding, providing them with information about BHCC’s cruise experiences, and being the main guest service expert on site. The GSM interfaces with the national Contact Center in Chicago – helping to align the national team with BHCC ticketing and customer inquiries and helping to resolve guest service issues that require input from the local port. 

Team Management:

• Responsible for hiring and training of all Boston-based Dock Concierges – ensures there is coverage based around the cruise departures and operating hours and keeps all training materials up to date.


• Train all Dock Concierges on reservation and scanning platforms and ensures staff are well versed on all our product materials.


• Work closely with the Ticket Office Manager to ensure that all sales and scanning functions are properly aligned, and that messaging to guests is consistent.


• Assist guests at our boarding locations and provide information to upsell our cruise opportunities.


• In conjunction with operations team, assist in informing the public on schedule changes, cancellations, and provide alternatives if a cruise opportunity becomes unavailable.


• Ensure all Front of House operating roles are covered – stepping into any role as back-up when support is needed. (Ticket Sales, Greeter, Scanning Tickets at Gate Locations).


• Work alongside the IT and Ticketing Software teams to update scanning equipment when technical issues occur and implement new scanning features at all locations.


• Work with Operations in the event a customer issue occurs on a vessel or on property – and follow through with the appropriate next steps in implementing solutions that lead to guest satisfaction.


• Support all landside teams (in Ticket Office and at Boarding Locations) in implementing the company’s RESPECT customer service system, and in their efforts to hire and train seasonal Ticket Agents on all technical aspect of the ticketing sales system.

Interface as needed with Contact Center team:

• Consult with the Contact Center management team to update their training materials for BHCC’s products and services, including schedule updates, product changes, processes and procedures, and ticket types (Store Credits, Unused Orders, Gift Cards, etc.)


• Provide information and support to the Contact Center agents regarding inquiries, ticketing and customer service issues, and troubleshooting any reservation discrepancies.


• Responsible for updating the Contact Center regarding schedule changes and cancellations.


• Assist with any inquiries relayed from the Contact Center related to guests at the Wharf – whether it is a guest service issue or special requests.

Administrative Duties / Cross Departmental Support:

• Review guest survey comments and Net Promoter Scores, and respond directly to customers regarding specific issues.


• Provide support for the Group Sales Department – reach out to pre-existing group reservations in the event there are schedule changes and collect payments from Groups with due balances.


• Work with Human Resources for onboarding of new employees and re-hires as well as assist with employee relation inquiries.


• Support the Operations Department with updates to passenger capacity limits, cruise time changes, and cancellations within the ticketing platform.


• Additional job duties as assigned.

Requirements & Qualifications:

• A dynamic, upbeat personality that sets the tone and example for the entire team.


• A passion for providing outstanding customer service, and a commitment to demonstrating and teaching guest service skills to others.


• Excellent communication skills, both written and verbal.


• Experience with box office or ticketing software systems, both especially with scanning functions.


• Able to lead a diverse team and unite individual agents in the common mission of creating amazing experiences for our guests.


• Demonstrated skill in training, supervising, and motivating employees to provide excellent guest service.


• Able to maintain calm and a pleasant demeanor in hectic, challenging circumstances


• Experience and skill with most basic computer programs: Outlook, Excel, Word, PowerPoint, etc.


• Ability to multi-task and to assess and adjust priorities.


• A sense of humor that keeps things light even under challenging conditions.


• A Bachelor’s degree is preferred, or at least 5 years management experience in customer and guest service.

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 statue, 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.

We encourage qualified applicants with arrest and conviction records to apply.

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