Event and Wedding Coordinator | City Cruises (Spirit of Norfolk)

Hornblower Group is a prominent global leader in experience and transportation services, with a history that spans over 100 years. The company’s expansive portfolio includes diverse offerings in water- and land-based experiences as well as ferry and transportation services. Hornblower Group’s premier experience division, City Experiences, offers exceptional dining and sightseeing cruises along with engaging walking and food tours, operating under well-known brands such as City Cruises, Walks, and Devour. The group boasts a significant presence in the ferry and transportation sector through its City Ferry division, which is the largest private operator of high-speed passenger and vehicle ferries in the United States. City Ferry manages operations for services including NYC Ferry, Puerto Rico Ferry, and other regional ferry systems, serving millions of passengers annually.

The Hornblower Group’s brand portfolio extends further to include subsidiaries like Hornblower Marine, which provides vessel outhaul and maintenance services, and Seaward Services, Inc., specializing in shipping, waterfront logistics, and vessel management for government and commercial clients. Additionally, the Anchor Operating System, LLC offers reservation, ticketing, and website integration services for clients within transportation, tourism, and entertainment industries. Headquartered in Orlando, Florida, Hornblower Group has corporate offices throughout the United States in cities such as San Francisco, Boston, Chicago, New York, along with international offices in London, Dublin, and across Ontario, Canada. The company prides itself on serving more than 20 million guests annually across over 10 countries and 50 U.S. cities, establishing itself as a leader in global transportation and experiential services.

The Group Concierge role is a vital position within Hornblower Group's operations that focuses on supporting group guests through the crucial post-purchase process. The role demands a hands-on approach in developing strong client rapport while managing the intricacies of group booking details to ensure seamless event execution. The concierge will be responsible for coordinating all event logistics, driving upsell opportunities, and increasing the average order value for group bookings. This position directly contributes to revenue growth by enhancing guest experiences and promoting value-added services, often working closely with sales and operations teams. Reporting to the General Manager or Senior Concierge Manager, depending on the location, the Group Concierge plays a pivotal part in executing successful group events and fostering client satisfaction.

In this role, the Group Concierge is expected to take ownership of the post-contract phase by managing passenger counts, upselling enhancements, and applying deep product knowledge to overcome client objections effectively. The position involves a flexible schedule, including nights and weekends to meet site visit requirements and support events, serving as a local resource when national account managers are unavailable. Additionally, group concierges act as the main point of contact for clients post-booking, playing a crucial liaison role between sales and operations teams during detailed event execution. The role also demands excellent organizational skills, capable of handling up to 50 events monthly, ensuring accuracy in communication with Food & Beverage and Operations teams, and managing administrative tasks such as payment collection and reporting in Salesforce.

Hornblower Group values the RESPECT Service System, which embodies the company’s mission and values, setting the foundation for a culture centered on respect and excellence. This role aligns with Hornblower’s commitment to being a global leader in experiences and transportation by fostering exceptional service, operational efficiency, and strong client relationships. The company is an Equal Employment Opportunity employer, dedicated to providing an inclusive and diverse workplace for all employees.