City Experiences is seeking a Assistant Guest Services Manager for our Boston Harbor City Cruises operation in Boston, MA.

About You:

This person will be adaptable, dynamic, and embody City Experiences’ RESPECT Service System.

About the Opportunity:

The role of the Assistant Guest Services Manager is to support all aspects of the front of house team, as well as oversee the completion & organization of Boston Harbor City Cruises’ ticketing. Stationed out of the Long Wharf Operations Office, the Assistant Guest Services Manager will serve as a floater to the three Boston ports (Long Wharf, Rowes Wharf, Seaport) providing support to where coverage is needed at the ticket booths & boarding locations. This would include providing assistance for our satellite ports (Provincetown and Salem) with training and guest service-related inquiries. This position will work with the Guest Services Supervisors on training the team of representatives on the ticketing platform – Anchor at all BHCC ports and coordinate coverage at the various locations based around BHCC’s cruise calendar.

Essential Duties & Responsibilities:

Providing support to the Boston Ticket Office locations and all Boarding Operations at Long Wharf:

• Work with the Guest Services Supervisors to train all agents on BHCC’s reservation and scanning platforms.
• Maintain the proper reporting for Voucher Types – ensuring each pass is reconciled in appropriate online portal and properly closed out at the end of each month.
• Assist guests at Ticket Locations with sales transactions and provide information to upsell cruise opportunities.
• In conjunction with the operations team, assist with any inquiries received to the Long Wharf Operations Office.
• Ensure all operating roles are covered – stepping into any role when support is needed both at the Ticket Booth and the boarding locations.
• Support satellite locations (Provincetown and Salem) and dining locations (Rowes Wharf and World Trade Center) with training and guidance.
• Work alongside IT to update equipment in each booth when technical issues occur and implement necessary solutions. Keeping an active inventory of the equipment the Guest Services team utilizes.
• Responsible for keeping guests informed on any safety protocols both at time of ticket purchase and when guests board at gate.
• When serving as manager on duty, assisting operations with any guest escalations & cruise cancellations.
• Participate in weekly meetings with Operations, I.T., sales, and programmers discussing up-coming scheduling and on-site logistics.

Administrative Duties/Cross Departmental Support:

• Front of House attendant for the Long Wharf Operations Office – being the point of contact for all office related inquires such as office orders, ticketing distribution (Scanners & Banks), and assisting the public with any general inquiries.
• Oversee the hiring and training of Guest Service Agents.
• Assist Accounting Department with reports on voucher redemption for invoicing.
• Work with Human Resources and the Guest Services Manager to assist with employee relation inquiries.
• Support Operations Department with updates to capacity limits, time changes, cancellations within Anchor.
• Provide support to the Contact Center with any inquiries regarding ticketing and customer service issues they may receive, troubleshooting any reservation discrepancies.
• Mitigate refund requests the Contact Center receives with the support of accounting.
• Assist any Contact Center inquiries received related to guests at Long Wharf (guest experiences, special requests, etc.)
• Resource for inquiries related to all BHCC port locations.
• Mail distribution for BHCC.
• Additional job duties assigned.

Requirements & Qualifications:

• Bachelor’s Degree preferred.
• 1–2-year experience in a customer service-related role.
• 1 year of Supervisor/ Management Experience preferred, but not required.
• Interested in learning all aspects of hospitality and the Boston tourism industry.
• Extremely well organized with fantastic attention to detail.
• Excellent communication skills, both written and verbal.
• Experience with ticketing or box office software.
• A commitment to modeling exemplifying outstanding customer service.
• Ability to lead a diverse team and unite individual agents in the common mission of creating amazing experiences for our guests.
• Able to maintain calm and a pleasant demeanor in hectic, challenging circumstances.
• Experience and skill with Microsoft Suite.
• Able to multi-task and to assess and adjust priorities.
• Possesses an update, can-do attitude.
• A sense of humor that keeps things light even under challenging conditions.

About Us:

City Experiences’ passion is to provide amazing experiences on land and water. Our 40-year success through organic growth and acquisitions has resulted in a portfolio of over 25+ brands that welcome upwards of 30 million guests/riders annually. If you’re an enthusiastic team player who thrives in an environment where communication, creativity, and cooperation are encouraged, this may just be the opportunity for you.

The RESPECT Service System embodies City Experiences’ mission, vision, values and operating principles. By creating a company culture that puts RESPECT at its core, we believe it will drive us to achieve our goal of becoming a Global Experiences and Transportation Leader.

The Company is proud to be an Equal Employment Opportunity and Affirmative Action employer. We prohibit discrimination and harassment against any applicants or employees based upon their race, color, religion, national origin, sex, age, sexual orientation, gender identity or expression, mental or physical disability, status as a protected veteran, or other characteristics prohibited by applicable law. Additionally, we encourage all qualified applicants including those with past arrest or conviction records to apply. The Company participates in the E-Verify program in certain locations.

We encourage qualified applicants with arrest and conviction records to apply.