About this role
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. For more information, visit hornblowercorp.com.
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.
Other facts
About Hornblower Group Inc.
Hornblower Group is a global leader in transportation and sightseeing, with over a century of maritime and hospitality innovation. Through our City Experiences division, we deliver unforgettable experiences via brands like City Cruises, Walks, Devour, and City Ferry—offering dining cruises, guided tours, and essential ferry services across the U.S., Canada, and the UK.
Our portfolio includes Hornblower Marine, providing vessel maintenance at Bridgeport Boatworks, and Anchor Operating System, LLC, delivering smart reservation and ticketing solutions for travel and entertainment industries.
Operating in 10 countries and 50+ U.S. cities, we serve over 20 million guests annually. Headquartered in Orlando, with offices in San Francisco, Boston, Chicago, New York, London, Dublin, and Ontario, Canada, we’re redefining how people explore the world—by water, by land, and experience.
What you'll do
- The Ticket Booth Agent will greet guests, distribute boarding passes, and collect payments while maintaining a positive attitude. They will also handle reservations and address customer inquiries and complaints.
Ready to join Hornblower Group Inc.?
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