Guest Experience Agent - Alcatraz Cruises

Hornblower Group is a renowned global leader in experience and transportation with a distinguished 100-year history. The company's extensive portfolio spans both water- and land-based experiences as well as ferry and transportation services, making it a key player in the tourism and transportation sectors worldwide. Hornblower Group operates through multiple divisions, prominently City Experiences and City Ferry, delivering quality services that range from sightseeing cruises to high-speed ferry operations. City Experiences includes premier brands such as City Cruises, Walks, and Devour, which offer a broad range of dining, sightseeing, walking, and food tours, catering to diverse customer preferences and enhancing local tourism experiences globally. The Ferry and Transportation Division, under City Ferry, stands as the largest private operator of high-speed passenger and vehicle ferries in the United States, facilitating the movement of more than 10 million passengers annually across vital routes including NYC Ferry and Puerto Rico Ferry among others.

The company's subsidiaries further bolster its comprehensive service network. Hornblower Marine manages vessel outhaul and maintenance services out of Bridgeport Boatworks, Connecticut, ensuring the reliability and safety of its fleet. Seaward Services, Inc., another subsidiary, specializes in shipping, waterfront logistics, and management for government and commercial vessels, adding a critical logistics dimension to the company’s expertise. Additionally, Anchor Operating System, LLC offers advanced reservation, ticketing, and website integration services, catering to clients in the transportation, tourism, and entertainment industries. With a global footprint extending over 10 countries and more than 50 U.S. cities, Hornblower Group efficiently serves upwards of 20 million guests annually. Its headquarters in Orlando, Florida, is complemented by corporate offices in major cities including San Francisco, Boston, Chicago, London, New York, Dublin, and locations across Ontario, Canada.

The role of Guest Service Agent within Hornblower Group particularly involves responsibilities related to ticket sales for Alcatraz Island, one of the company’s flagship attractions. The position includes managing ticket transactions, ticket scanning, assisting guests during boarding and disembarking vessels, troubleshooting ticket-related issues, and delivering exemplary customer service to ensure an enjoyable and smooth guest experience. This role is essential in upholding the company’s commitment to excellent guest service and operational efficiency, ensuring visitors enjoy a seamless experience from ticket purchase through their journey. The Guest Service Agent is also expected to handle cash transactions responsibly, support upselling activities, and provide accurate information about fares, schedules, routes, and local attractions, including detailed knowledge about Alcatraz Island. Adherence to National Park Service directives and company policies is a critical aspect of the position, ensuring compliance and safety at all times. The role demands flexibility with schedules, a professional demeanor, and the ability to handle varying guest needs, reinforcing the company’s dedication to its RESPECT Service System—its core mission and operating principle driven by respect, inclusivity, and customer satisfaction.