Guest Service Agent - Boston Harbor City Cruises

Guest Service Agent - Boston Harbor City Cruises

1 Long Wharf, Boston, MA 02210, USA

The Guest Service Agent is responsible for providing excellent support to our customers at our ticket & boarding locations. Guest Service agents will be scheduled at our various ticketing & boarding locations around the waterfront – supporting our various experiences.

• Provide excellent customer service to all guests who visit our ticket booths and boarding locations.
• Be well versed on all City Experiences’ products, able to up-sell and cross promote all experiences.
• Communicate information to guests regarding cruise offerings, schedules, availability, and directions for getting to the boarding locations.
• Remain calm in a busy, fast-paced work environment.
• Understand and familiarize with Anchor, City Experiences’ Reservation platform and Dock Access, City Experiences’ ticket redemption system.
• Provide directions to points of interest in the area, such as historical sites, restaurants, attractions, etc.
• Understand and familiarize with all third-party partner tickets and the redemption process at the Box Office and the boarding locations.
• Keep guests informed on any safety protocols at the time of ticket purchase and when guests board at gate.
• Follow protocols around equipment checkout, card & cash transactions, and opening/closing shift procedures.
• Be flexible to work in ticket booths as well as outside greeting guests at our boarding locations.

• A sincere interest in learning all aspects of customer service and sales.
• Knowledge of the Waterfront area (to give directions to area restaurants and attractions).
• Strong customer service, organization, and interpersonal skills.
• Maintain a high level of organization, detail-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 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.
• Be available for work nights, weekends, and all major holidays.

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 or harassment based upon race, religion, color, national origin, ancestry, citizenship, sex, sexual orientation, gender, gender identity, gender expression, age, pregnancy or related 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.