Guest Services Agent - Alcatraz Cruises

Guest Services Agent - Alcatraz Cruises

Hornblower is seeking Guest Service Agents for our Alcatraz Cruises operation in San Francisco CA. Do you share Alcatraz Cruises' passion for providing amazing experiences? If you're an enthusiastic team player who thrives in an environment where communication, creativity, and cooperation are encouraged, this may just be the opportunity for you. As we say at Hornblower, why work when you can cruise?

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.

Essential Duties & Responsibilities:

• 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.

Minimum Qualifications:

• 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)
• 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.

About Us:

Hornblower's passion is to provide amazing experiences on land and water. Our 40-year success through organic growth and acquisitions has resulted in a portfolio of over 25+ brands that welcome upwards of 30 million guests/riders annually. If you're an enthusiastic team player who thrives in an environment where communication, creativity, and cooperation are encouraged, this may just be the opportunity for you.

The RESPECT Service System embodies Hornblower's 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 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.

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