Guest Service Agent - Puerto Rico Ferry - Ceiba

Position Summary

Guest Service Agents are the eyes, ears, and friendly faces on the ground at each of our terminal locations. Agents will act as ticket agents, customer service representatives, concessionaire and ambassador to the many passengers exploring the unique neighborhoods that Ferry serves. They are responsible for selling tickets, answering questions, and managing queues.

• Ensuring all passengers have a pleasant experience and are informed about the different ways to purchase tickets (either via Ticket Vending Machines, Mobile App, or through Rider Service Agents).
• Handle money and tickets accurately and responsibly and effectively handle cash and credit card sales in high volume and quick-paced environment.
• Responsible for accurate cash counts and deposits.
• Promote the Mobile Ticketing App.
• Act as ambassador who promotes all things ferry.
• Know and communicate information about the ferry service, including rules, regulations, and basic knowledge about the neighborhood where assigned.
• Most positions require working alone, but some may require working with a partner.
• Contact managers with information regarding any major ferry delays, incidents, or passenger complaints.
• Set up and break down ticketing cash drawer, fill out paperwork related to ticket sales.
• Communicate with other Guest Service Agents in other locations regarding vessel delays or other information.
• Make general announcements to waiting passengers.
• Maintain a manageable queue for waiting passengers.
• Assist customers when boarding the vessel to ensure that they have correct tickets and are aware of the direction they will be traveling on each vessel.
• Manning the ticket window or location during hours of operation.
• Selling ferry tickets via cash or credit card.
• Position may require the ability to stand for long periods of time and work outdoors in all weather conditions.
• Demonstrate RESPECT Values and QUEST Hospitality Behaviors with internal and external riders.
• Hold yourself and all employees accountable to the Environmental, Safety, Security and Quality Respect and SMS systems of the organization and work to support the HSSQE team to implement such systems, plans and control of records and documentation.
• Additional job duties as assigned.

• Position requires working on the Ceiba, Vieques, and Culebra waterfront.
• Previous experience in ferry, transit, hospitality, or attraction industry preferred.
• Experience working in customer service, retail, or visitor services is a plus.

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 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 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.