Senior Group Concierge - City Experiences Chicago

Hornblower Group is a global leader in experiential and transportation services, with a rich 100-year history that highlights its commitment to delivering exceptional guest experiences across various platforms. The company's diverse portfolio includes both water-based and land-based experiences, as well as ferry and transportation services. Hornblower Group operates internationally, covering over 10 countries and more than 50 U.S. cities. Every year, the company welcomes and serves over 20 million guests, showcasing its widespread influence and extensive reach in the tourism and transportation industry. Headquartered in Orlando, Florida, Hornblower Group maintains additional offices in key cities such as San Francisco, Boston, Chicago, London, New York, Dublin, and across Ontario, Canada.

Hornblower Group’s premier experience division, City Experiences, offers a dynamic range of dining and sightseeing cruises, walking tours, and food tours, operated under renowned brands like City Cruises, Walks, and Devour. The Ferry and Transportation Division, which includes City Ferry, is the largest private operator of high-speed passenger and vehicle ferries in the United States, handling over 10 million passengers annually. Its services include notable operations such as NYC Ferry, Puerto Rico Ferry, and other regional ferry systems, solidifying Hornblower Group's reputation as a dependable and innovative transportation provider. Additional subsidiaries such as Hornblower Marine and Seaward Services provide critical vessel maintenance, shipping, and waterfront logistics, while Anchor Operating System offers state-of-the-art reservation, ticketing, and website integration services.

The Senior Group Concierge Manager role is an integral leadership position within the Hornblower Group’s port or regional teams. This role is responsible for overseeing the Group Concierge team, which supports the post-purchase journey for group guests. Reporting directly to the General Manager, the Senior Group Concierge Manager coordinates logistics and coverage for events, ensuring that the team consistently meets a minimum threshold of events monthly. This position is pivotal in driving client satisfaction by managing the execution of numerous events — approximately 50 events per month — while fostering an environment of upselling and enhanced guest experiences to maximize revenue. This role also involves hands-on leadership, including assigning events, walking vessels to ensure readiness, managing high-profile corporate events with significant rebooking potential, and balancing the team’s schedule considering weekend responsibilities and VIP appointments.

In addition to logistical coordination, the Senior Group Concierge Manager acts as a key sales driver by developing deep knowledge of regional vessels and products, managing post-contract follow-ups, and serving as a resource to both clients and the sales team. The manager's responsibilities also extend to serving as the primary liaison between guests, sales, and operations teams during events, ensuring flawless execution and guest satisfaction. Administrative expertise is also critical in this role, involving payment collections, accurate billing, detailed documentation in Salesforce, and generating reports for operational meetings. This is a multifaceted role blending leadership, sales acumen, guest relations, and operational oversight that contributes directly to Hornblower Group's status as a global leader in experiences and transportation.