Seadog Ticket Booth Manager - Chicago

Hornblower Group is a global leader in experiences and transportation. Spanning a 100‑year history, Hornblower Group’s portfolio of international offerings includes water‑based experiences (dining and sightseeing cruises), land‑based experiences (walking and food tours) and ferry and transportation services. City Experiences, Hornblower Group’s premier experience division, offers land‑ and water‑based experiences as well as ferry and transportation services. 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 marine services company specializing in the operation, maintenance and repair of government and privately owned 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

Serving as the authority on all Seadog ticket sales: managing a team of ticket agents, maintaining an efficient cruise schedule, collaborating with multiple departments, assisting guests with ticket purchases and providing information about Seadog’s cruise experiences. The STBM interfaces with the national Contact Center in Chicago helping to align the national team with Seadog ticketing and customer inquiries and helping to establish reservation procedures for all ticketing types within our ticketing/reservation platform.

Conducts the hiring and training of all Ticket Agents and provides support to the Seadog Marine Manager and National Sales team. Serves as a resource for and liaison to the Operations, IT, Group Sales, Accounting, Marketing, and Senior Management departments. The right person will be adaptable, dynamic, an excellent problem solver, and embody City Experiences’ RESPECT Service System.

• Responsible for recruiting, hiring, scheduling, training, and providing ongoing support of all Ticket Agents – ensures there is coverage based around the cruise departures and operating hours and produces and maintains all onboarding and training materials
• Set the example and tone for the Ticket Agent team in providing excellent customer service at the Seadog ticket booth
• Resolve employee relations issues, ensuring compliance and enforcement of policies and procedures
• Train all Ticket Agents on reservation and scanning platforms and ensure staff are well versed in all our product materials
• Coordinate incentive programs, set and motivate team to meet and exceed weekly/monthly goals
• Evaluate and resolve customer issues presented by staff, authorize exceptions, deviations from policy, such as ticket refunds
• Ensure reliability and accuracy of ticketing database, including but not limited to, cruise schedules and pricing
• Work closely with the Seadog Marine Manager and Sales team to ensure that the sales channels and cruise schedules are fully aligned, and that all teams are providing consistent messaging to Seadog’s guests
• In conjunction with operations team, assist in informing the public on schedule changes, cancellations, and provide alternatives if a cruise opportunity becomes unavailable
• Maintain the proper reporting for Voucher Types – making sure each pass is reconciled in their appropriate online portals and properly closed out at the end of each month
• Coordinate advance ticket distribution for all activities and events, consulting with marketing and promotional activities
• Project ticket office annual budget and monitor expenses throughout the year
• Analyze, plan and address ticket booth personnel, equipment, uniform and supply…