Sales - Group Concierge

Hornblower Group is a distinguished global leader specializing in unique experiences and transportation services. With a rich history spanning over a century, the company has established itself as a premier provider in the travel and hospitality industry. Hornblower Group operates a diverse portfolio that includes water and land-based excursions, ferry services, and various transportation solutions. Its international reach extends over 10 countries and more than 50 U.S. cities, showcasing a vast network that serves over 20 million guests annually. The company is headquartered in Orlando, Florida, with additional corporate offices in key cities such as San Francisco, Boston, Chicago, London, New York, Dublin, and across Ontario, Canada. The company’s subsidiaries include Hornblower Marine, providing vessel maintenance, and Seaward Services, a full-service shipping and logistics provider, further amplifying its comprehensive service offerings. Hornblower’s commitment to excellence is evident in its dedication to delivering high-quality guest experiences and reliable transportation options across various regional markets. For those eager to explore a dynamic career within the travel and hospitality sector, Hornblower Group represents a robust and innovative employer renowned for its operational expertise and customer-centric services.

The Group Concierge role at Hornblower Group is a vital position focused on enhancing the post-purchase experience for group guests. This position emphasizes relationship-building, operational coordination, and revenue generation through upselling. The Group Concierge serves as a key liaison between customers and the Hornblower team, handling the logistics of group bookings to ensure smooth and memorable events. Reporting either to the General Manager or the Senior Concierge Manager depending on the location, the Group Concierge is tasked with managing detailed event coordination that includes site visits, passenger adjustments, upsell opportunities, and direct client communication. This role requires a proactive approach to increasing average order value while maintaining exceptional guest relationships.

The successful candidate will develop an expert understanding of Hornblower’s vessels, products, and services to effectively advise clients and resolve potential objections. Working closely with sales and operational teams, the Group Concierge will act as a resource during site visits and on event days, ensuring all event details are meticulously executed for optimal guest satisfaction. This role supports a fast-paced and flexible work environment that may demand evening and weekend hours including presence during high-profile events. The Group Concierge will also oversee administrative duties such as payment collection, documentation in Salesforce, and reporting to maintain transparency and organizational efficiency.

Through a combination of sales acumen, exceptional organizational skills, and a customer-first mentality, the Group Concierge plays an essential part in driving business growth while delivering outstanding service. Hornblower offers an inclusive workplace culture that values respect and diversity underpinned by its RESPECT Service System, reflecting the company’s commitment to creating a positive environment for both employees and guests. This position is ideal for individuals who thrive in a hospitality-driven setting and seek to contribute meaningfully to a world-class travel and experience brand.