Job Description

Ticket Office Agent

Hornblower Group is a global leader in experiences and transportation. Spanning a 100-year history, Hornblower Group's portfolio of international offerings includes water-based experiences (dining and sightseeing cruises), land-based experiences (walking and food tours) and ferry and transportation services. City Experiences, Hornblower Group's premier experience division, offers land- and water-based experiences as well as ferry and transportation services. Hornblower Group's subsidiaries include Hornblower Marine, which provides vessel outhaul and maintenance services at Bridgeport Boatworks in Bridgeport, Connecticut, and Seaward Services, Inc., a marine services company specializing in the operation, maintenance and repair of government and privately owned vessels. Additionally, Anchor Operating System, LLC, a Hornblower Group subsidiary and independent entity, provides reservation, ticketing and website integration services for clients in the transportation, tourism and entertainment industries. Today, Hornblower Group's global portfolio covers over 10 countries, over 50 U.S. cities and serves more than 20 million guests annually. Headquartered in Orlando, Florida, Hornblower Group's additional corporate offices reside in San Francisco, California; Boston, Massachusetts; Chicago, Illinois; London, United Kingdom; New York, New York; Dublin, Ireland; and across Ontario, Canada.

Position Summary:

The successful Ticket Office Agent will warmly greet guests and distribute boarding passes, answer questions, diligently collect payments and vouchers, and make reservations while maintaining an upbeat attitude.

Duties and Responsibilities:

• Receive passengers and inform them about boarding procedures; print, sort and distribute boarding passes to passengers
• Address guests by name and recognize their special occasions
• Explain products or services and prices, and answer questions from customers
• Collect outstanding balances for reservations, and collect payment vouchers from third party distributors
• Make and confirm cruise reservations using telephones, faxes, mail, and computers; maintain computerized inventory of available passenger space and provide information on space reserved or available
• Resolve customer complaints regarding booking, ticketing, and special boarding needs
• Contact guests about changes to their cruise date, time, or departure location

Other Duties and Responsibilities

• Additional job duties as assigned

Requirements & Qualifications:

• Must have a minimum of 1 year customer service experience
• Required to use computers and computer applications such as Microsoft Word & Excel
• Must have excellent oral communication skills expression, listening and comprehension
• Must be able to read and write English; will be required to enter, transcribe, and/or maintain information such as special requests and cruise manifest information in electronic form
• Cash handling / basic math skills are required; agents collect money from guests, and return proper change
• Must meet minimum state age requirements
• Must be reliable, responsible, and dependable
• Must possess a service orientation
• Must be careful about details and thorough in completing tasks
• Must deal calmly and effectively with high-stress situations

The RESPECT Service System embodies our 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.

EEO / Disabled / Protected Veteran Employer. Hornblower is proud to be an Equal Employment Opportunity employer. We offer equal employment opportunities to all qualified individuals and 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 status, 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, as a federal, state, and local contractor, Hornblower complies with government regulations, including affirmative action responsibilities for qualified individuals, where and as they apply. The company also participates in the E-Verify program in certain locations.

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