City Experiences is seeking a 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 Guest Service Manager is to oversee the operations of all Boston Harbor City Cruises (BHCC) in-person ticket sales and the boarding experiences to ensure overall guest satisfaction. This position manages the BHCC Boston Ticket Offices out of Long Wharf, Rowes Wharf and Seaport, and provides support to our satellite locations in Provincetown and Salem. The role also has oversight of the Guest Service Agents with the goal of creating a seamless guest experience from arrival at our location through boarding our vessels.

Essential Duties & Responsibilities:

Team Management

• Schedule Guest Service Agents to ensure there is coverage based around the cruise departures for all departures across verticals.
• Oversee the hiring and training of Guest Service Agents.
• Train all agents on reservation and scanning platforms and ensure staff is well versed on all products.
• Maintain the proper reporting for Voucher Types – ensuring each pass is reconciled in the 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 in informing the public on cruise changes, cancellations, and provide alternatives if cruise opportunity becomes unavailable.
• Ensure all operating roles are covered – stepping into any role when support is needed.
• Support satellite locations (Provincetown and Salem) with training, guidance and scheduling.
• Work alongside IT to update equipment in each booth when technical issues occur and implement necessary solutions.
• On-site partnership point of contact: Assisting BHCC’s partners with the guest experience for special events.
• Responsible for keeping guests and Guest Service Agents informed on any safety protocols both at the time of ticket purchase and when guests board at the gate.
• Work with the operations team in the event a customer issue occurred on the vessel or at the gate and follow through with appropriate next steps as appropriate.
• Participate in weekly meetings with Anchor Product Manager – troubleshoot ticket discrepancies and receive updates on changes within Anchor.

Cooperation with Contact Center

• Work with the Contact Center Training Manager and the Contact Center Director to create training for BHCC’s products and ticketing within Hornblower University.
• Ensure Confluence is up to date with schedule updates, product changes, and procedures are in place for all BHCC ticket types (Store Credit, Unused Orders, Gift Cards, Rainchecks, and Voucher Partnerships).
• Provide support to the Contact Center agents with any inquiries regarding ticketing and customers they may receive and troubleshooting any reservation discrepancies.
• Mitigate refund requests the Contact Center receives with the support of accounting.
• Resource for inquiries related to all BHCC port locations.
• Responsible for updating the Contact Center with schedule changes and keeping them informed of the start dates for voucher partnerships.
• Assist any Contact Center inquiries received related to guests at Long Wharf (guest experiences, special requests, etc.).
• Provide feedback and assistance with the conversations that agents have regarding BHCC material through Talkdesk.

Administrative Duties/Cross-Departmental Support

• Review guest survey comments and Net Promoter Scores and respond directly to customers regarding specific issues.
• Work with Human Resources for onboarding rehires and new employees and assist with employee relation inquiries.
• Participate in monthly meetings as needed, representing BHCC.
• Assist Marketing Department with customer inquiries received through social media.
• Support Operations Department with updates to capacity limits, time changes, and cancellations within Anchor.
• Mail distribution for BHCC port-wide for Long Wharf, Custom House, and Charlestown.

Additional job duties assigned

Requirements & Qualifications:

• Available to work on nights, weekends, and holidays.
• 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 assess and adjust priorities.
• Possesses an upbeat, 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 or/harassment of any type, including but not limited to discrimination and or harassment based upon race, religion, religious creed, color, national origin, ancestry, citizenship, sex, sexual orientation, gender, gender identity, gender expression, age, pregnancy or relation medical conditions, childbirth, breastfeeding, parental status, veteran and/or military statue, disability (physical or mental) medical condition, genetic information or characteristics, political affiliation, domestic violence survivor status, marital status, or other characteristics prohibited by federal, state, or local law. Additionally, The Company participates in the E-Verify program in certain locations.

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