Guest Experience Supervisor

City Cruises Gananoque ON, 208 Main Steet, Gananoque, Ontario, Canada

Posted Thursday, January 29, 2026 at 8:00 AM

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 (ining 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

* Please note this is a seasonal/contract position*

• Competitive Wage
• Retention Bonus - up to $500.00!
• Complimentary Cruise Tickets & Uniforms
• Crew Recognition Awards
• Crew Referral - up to $200.00 per referral
• Crew Events
• Paid Training

• Receives guests and groups informing them of boarding procedures; prints, sorts and distributes boarding passes on Point-of-Sale system.
• Regularly investigates variances and complaints, passes on customer service issues, late arriving groups, to Ticket & Retail Sales Manager
• Manages all ticket transactions ensuring they are in line with company policies and procedures. Ensures promotional vouchers and marketing material is received and accurate.
• Resolves customer issues, conflicts, and complaints professionally and in a timely fashion within the scope of authority; refers any unusual situations to the Ticket & Retail Sales Manager
• Manages the flow of guests and groups from the ticket/retail office to the departure/arrival docks.
• Assists with guest flow and ensures boarding of vessels is timely, safe and meets compliance standards.
• As required, assist parking and dock crew with flow of traffic and guest line management.
• Communicates all required pertinent information during pre-shift meetings.
• Daily distribution of floats and reconciliation of cash/credit and debit sales.
• Additional job duties assigned by Ticket & Retail Sales Manager
• Explain products and prices, and answers questions from guests.
• Assists Guest Experience Manager with monthly and year end inventories, display set-ups, maintaining inventory levels and receiving product when required.
• Use Point of Sale system to cash out guests’ retail purchases.
• Daily distribution of floats and reconciliation of cash/credit and debit sales.
• Participate in the management of the store’s visual image as determined by the Ticket & Retail Sales Manager
• Assist Ticket & Retail Sales Manager in revenue loss prevention and compliance.
• Assist Ticket & Retail Sales Manager in executing determined sales objectives and ensure they are reached or exceeded. Communicate the necessary information to the crew so they can achieve the sales objectives.
• A…