Job Description

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 hornblowercorp.com.

The Group Services Agent will work in the office processing group reservations, answering group phone lines, emails and conducting youth group safety orientations. This position also involves assisting the ticket booth with the selling and scanning of tickets, and boarding and off-loading of guests, as needed. This person will also troubleshoot ticket issues, and assist groups who arrive at Pier 33 Alcatraz Landing without reservations.
Full company-paid benefits with $0 employee-paid premiums. 401k match. 11 paid holidays.
Duties and Responsibilities:
• Provide excellent customer service
• Answer group-dedicated phone lines to assist guests and tour operators with securing reservations
• Monitor and respond to group and tour operator emails. Print and file all documents
• Email interested groups and tour operator’s appropriate reservation forms
• Process and email group and tour operator reservation confirmations
• Conduct safety orientations for all youth groups
• Assist with ticket sales for individual guests, as needed
• Troubleshoot any ticketing discrepancies
• Contact the National Park Service if groups arrive late (with supervisor/manager approval)
• When handling transactions, use responsible POS system techniques, skills, and oversight, as trained
• Additional job duties as assigned

Requirements & Qualifications:
• Two years guest service/hospitality or marketing/sales experience required
• Proficiency in Microsoft Word, Excel, Outlook, Google Docs and Gmail
• Knowledge of another language in addition to English is preferred
• Must possess or be willing to obtain a TWIC Card (Transportation Workers Identification Card)
#AlcatrazCityCruises
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 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.