Guest Service Agent - Alcatraz Cruises

Hornblower Group is a global leader in experience and transportation. Spanning a 100‑year history, Hornblower Group’s portfolio of international offerings includes water‑ and land‑based experiences and ferry and transportation services. City Experiences, Hornblower Group’s premier experience division, offers dining and sightseeing cruises and walking and food tours through the City Cruises, Walks, and Devour brands.
City Ferry, part of Hornblower Group’s Ferry and Transportation Division is the largest private operator of high‑speed passenger and vehicle ferries in the United States, carrying more than 10 million passengers annually and operating services including NYC Ferry, Puerto Rico Ferry, and other regional ferry systems. 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 full‑service shipping, waterfront logistics and management company that specializes in the operation and maintenance of government and commercial 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

The Guest Service Agent’s responsibilities are: to sell tickets to Alcatraz Island; to assist with scanning tickets, loading and off‑loading of vessels; to troubleshoot any guest ticketing issues; to provide excellent customer service.

With $0 employee premium.

• Greets guests upon checking in at the ticket booth.
• Assists guests with purchasing tickets or locating and printing tickets for those who are unable to provide a QR Code or Confirmation of their booking.
• Execution of responsible cash handling and proper point of sale processes is required when assigned to point of sale and ticketing systems for processing transactions.
• Dropping cash banks responsibly as required when working with cash banks, point of sale.
• Processes rescheduling or refunding tickets for guests, as needed, with management approval.
• Upsells card products.
• Scans tickets prior to entering queue.
• Assists with loading and off‑loading of guests.
• Answers questions concerning fares, routes, schedules, and reservations.
• Answers questions regarding Alcatraz Island and other local attractions.
• Follows all National Park Service directives, and Alcatraz Island policies.
• Performs other duties as assigned.

• 2 years’ customer service experience
• Excellent verbal and written communication skills, including conflict resolution skills
• Knowledge of another language in addition to English is preferred
• Knowledge of Microsoft Office programs required
• Must possess a TWIC Card (Transportation Workers Identification Card) or have the ability to obtain one
• Open schedule and ability to work any assigned schedule, including holidays and weekends
• Ability to work a shift that may start as early at 7:15 am or end as late as 8:30 pm. Shifts are 8 hours.

#Alcatraz City Cruises

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

The RESPECT Service System embodies our 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.

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…