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 successful Ticket Office Agent will warmly greet guests and distribute boarding passes, answer questions, diligently collect payments and vouchers, and make reservations while maintaining an upbeat attitude.
Duties and Responsibilities:
• Receive passengers and inform them about boarding procedures; print, sort and distribute boarding passes to passengers
• Address guests by name and recognize their special occasions
• Explain products or services and prices, and answer questions from customers
• Collect outstanding balances for reservations, and collect payment vouchers from third party distributors
• Make and confirm cruise reservations using telephones, faxes, mail, and computers; maintain computerized inventory of available passenger space and provide information on space reserved or available
• Resolve customer complaints regarding booking, ticketing, and special boarding needs
• Contact guests about changes to their cruise date, time, or departure location
• Additional job duties as assigned
Requirements & Qualifications:
• Must have a minimum of 1 year customer service experience
• Required to use computers and computer applications such as Microsoft Word & Excel
• Must have excellent oral communication skills – expression, listening and comprehension
• Must be able to read and write English; will be required to enter, transcribe, and/or maintain information such as special requests and cruise manifest information in electronic form
• Cash handling / basic math skills are required; agents collect money from guests, and return proper change
• Must meet minimum state age requirements
• Must be reliable, responsible, and dependable
• Must possess a service orientation
• Must be careful about details and thorough in completing tasks
• Must deal calmly and effectively with high-stress situations
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.
