Job Overview
Employment Type
Full-time
Compensation
Hourly
Range $20.00 - $22.00
Work Schedule
Standard Hours
Weekend Shifts
Benefits
competitive pay
Quarterly bonus
dynamic work environment
Job Description
The Gateway Clipper Fleet is a renowned riverboat cruise company based in Pittsburgh, PA, offering unique and memorable experiences along the city's beautiful waterways. Known for its historical significance and vibrant hospitality services, the Gateway Clipper Fleet attracts thousands of visitors annually who come to enjoy leisure cruises, special events, corporate gatherings, and more. The fleet operates multiple boats that sail through the scenic rivers of Pittsburgh, providing passengers with an exceptional blend of sightseeing, dining, and entertainment options. As a staple of the local tourism and hospitality industry, the company prides itself on delivering outstanding guest service and maintaining a fun, engaging environment both on and off the water.
The role of Guest Experience Manager is a vital leadership position within the Gateway Clipper Fleet’s Front-of-House operations. This full-time role, based in Pittsburgh and scheduled Tuesday through Saturday, reports directly to both the VP of Operations and the VP of Sales and Marketing. Offering an hourly pay rate of $20 to $22 plus a quarterly bonus dependent on achieving sales goals, this position is designed for hands-on hospitality professionals who excel at managing busy, customer-facing environments.
As the Guest Experience Manager, you will oversee the Ticket Office and Photo Department, two key revenue-generating areas critical to the success of the fleet’s operations. You will be responsible for ensuring a smooth, efficient day-to-day operation while upholding the highest standards of guest service. This means leading all aspects of front-of-house activities including staff scheduling, training, and performance management, as well as developing and implementing procedures for opening, operating, and closing departments. Your leadership will directly impact customer satisfaction, sales performance, and operational efficiency.
Beyond managing personnel and operational tasks, you will also be charged with overseeing financial operations such as POS systems, cash handling, daily reconciliations, and inventory control. Continuous analysis of sales trends and applying insights to drive upselling opportunities will be essential in maximizing revenue. Collaboration is another important facet of this role, as you will coordinate efforts with Parking, Marketing, Events, and Operations teams to ensure an integrated approach to guest experience and company success.
Working in a fast-paced, high-volume waterfront setting requires a manager who thrives in dynamic environments and possesses excellent problem-solving and communication skills. Physical aspects of the job include standing and walking for extended periods as well as occasional lifting of items up to 25 pounds, often onboard vessels or at docking locations. This position is perfect for a hospitality professional passionate about delivering superior guest experiences while managing the complexities of a multi-department operation within one of Pittsburgh’s most iconic attractions.
The role of Guest Experience Manager is a vital leadership position within the Gateway Clipper Fleet’s Front-of-House operations. This full-time role, based in Pittsburgh and scheduled Tuesday through Saturday, reports directly to both the VP of Operations and the VP of Sales and Marketing. Offering an hourly pay rate of $20 to $22 plus a quarterly bonus dependent on achieving sales goals, this position is designed for hands-on hospitality professionals who excel at managing busy, customer-facing environments.
As the Guest Experience Manager, you will oversee the Ticket Office and Photo Department, two key revenue-generating areas critical to the success of the fleet’s operations. You will be responsible for ensuring a smooth, efficient day-to-day operation while upholding the highest standards of guest service. This means leading all aspects of front-of-house activities including staff scheduling, training, and performance management, as well as developing and implementing procedures for opening, operating, and closing departments. Your leadership will directly impact customer satisfaction, sales performance, and operational efficiency.
Beyond managing personnel and operational tasks, you will also be charged with overseeing financial operations such as POS systems, cash handling, daily reconciliations, and inventory control. Continuous analysis of sales trends and applying insights to drive upselling opportunities will be essential in maximizing revenue. Collaboration is another important facet of this role, as you will coordinate efforts with Parking, Marketing, Events, and Operations teams to ensure an integrated approach to guest experience and company success.
Working in a fast-paced, high-volume waterfront setting requires a manager who thrives in dynamic environments and possesses excellent problem-solving and communication skills. Physical aspects of the job include standing and walking for extended periods as well as occasional lifting of items up to 25 pounds, often onboard vessels or at docking locations. This position is perfect for a hospitality professional passionate about delivering superior guest experiences while managing the complexities of a multi-department operation within one of Pittsburgh’s most iconic attractions.
Job Requirements
- Associate’s or Bachelor’s degree preferred
- 3–5 years of management experience in hospitality, retail, or guest services
- Experience leading teams and managing multiple departments
- Strong leadership, communication, and problem-solving skills
- POS, cash control, and inventory management experience
- Flexible availability including weekends and holidays
- Ability to stand and walk for extended periods
- Ability to lift up to 25 pounds occasionally
- Comfortable working in waterfront and onboard vessel environments
Job Qualifications
- Associate’s or Bachelor’s degree preferred
- 3–5 years of management experience in hospitality, retail, or guest services
- Experience leading teams and managing multiple departments
- Strong leadership, communication, and problem-solving skills
- POS, cash control, and inventory management experience
- Flexible availability, including weekends and holidays
- Marine, tourism, or seasonal experience a plus
Job Duties
- Oversee daily Ticket Office and Photo Department operations
- Maintain high guest service standards and resolve guest concerns
- Develop and enforce operating, opening, and closing procedures
- Schedule and manage staff based on cruise volume and events
- Lead hiring, training, coaching, and performance management
- Oversee POS systems, cash handling, reporting, and reconciliation
- Manage inventory, merchandising, and loss prevention
- Analyze sales trends and drive upsell/revenue opportunities
- Coordinate with Parking, Marketing, Events, and Operations teams
- Prepare operational reports and support budgeting efforts
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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